[ref. v01982318] Service Delivery Manager - London
Overview:
THE FIRM
Montagu Evans is an independent, market leading property consultancy. Headquartered in London with offices in Scotland and Manchester. Our work encompasses planning and development, specialist valuations and transactions across the United Kingdom.
We’re a group of people that are excellent individually and exceptional together. We’re people that care about people, not just bricks and mortar. We care about our legacy, we create spaces that people use to live, work, communicate and connect.
We’re a partnership and the people who run the business are empowered to create their own teams to exceed our client’s requests. This highly flexible and collaborative approach, tailoring the talent to the complexity of the work, has enabled us to develop an exceptional business that has spanned over a century.
We encourage an honest and straight forward approach to our work and relationships. We embrace individuality, whilst relying on working together and never accepting the status quo.
We give everyone the opportunity to be the best version of themselves. We trust and support each other. We recognise that our people are the heart of our success and only by identifying, supporting and promoting them will we be able to provide continued outstanding client service.
Together we are Montagu Evans.
Montagu Evans is committed to maintaining an inclusive work environment. One that embraces all everyone. Read more here https://www.montagu-evans.co.uk/about/diversity/
THE TEAM
We are seeking an experienced IT Network, Infrastructure, and Support Manager to lead and manage our technology infrastructure, network services, and IT support functions. In this role, you will be responsible for overseeing external service providers who deliver essential IT services to Montagu Evans, ensuring their performance aligns with business needs, service level agreements (SLAs), and best practices.You will collaborate closely with internal stakeholders, ensuring the company’s IT infrastructure is robust, secure, scalable, and cost-effective.
The Technology & Data team currently consists of 6 Montagu Evans staff, 2 onsite staff placed by our IT Managed Service partner and 1 onsite member seconded in from our Data insights/visualisation partner. The team support all colleagues within Montagu Evans.
The team is led by the Director of Technology & Data and the role is one of five direct reports.
Responsibilities:
MAIN DUTIES, RESPONSIBILITIES, ACCOUNTABILITIES- Management of IT Infrastructure:
This will require a close working relationship with the SPs Technical Account Manager (TAM)
- Outsourced Partner (supplier) Management:
- Network Management:
- IT Support Management:
- Strategic Planning & Budgeting:
- Performance Monitoring:
- Compliance and Security:
- Disaster Recovery & Business Continuity:
- Manage day to day security incidents (even when out of hours) such as business email compromises (BEC) escalating to Director of Technology & Data as appropriate.
- Stakeholder Engagement:
- Documentation and Reporting:
- Responding to External Questionnaires/Requests for Information:
- Coordinate/input as required to external requests for information relating to our InfoSec posture. This will require a close working relationship with the SPs TAM and S-TAM as well as the Network Account Manager.
- Work collaboratively with other members of the Technology & Data team as well as Risk & Compliance and HR to achieve desired outcomes.
Qualifications:
DESIRED KNOWLEDGE, SKILLS, EXPERIENCE & QUALIFICATION- Leadership & Communication:
- Problem-Solving:
- Supplier/Partner Management:
- Technical Expertise:
- Security Awareness:
- Minimum of 5 years' experience in IT infrastructure, networking, or a similar technical management role.
- Proven experience in managing outsourced IT service providers and delivering complex IT projects.
- Familiarity with cloud platforms such as Microsoft Azure, AWS, or Google Cloud.
- Knowledge of regulatory frameworks such as GDPR, ISO 27001, CE+ and ITIL best practices.
- Experience with disaster recovery and business continuity planning.
- Experience working in a hybrid environment with both on-premise and cloud infrastructure.
- Experience in IT service management (ITSM) tools like ServiceNow or similar.
- Professional certifications such as ITIL, Cisco CCNP, CompTIA Network+, Microsoft Certified: Azure Administrator, or similar qualifications
- A flexible attitude towards working hours, some activities may need to be carried out outside normal business hours