Technical Service Delivery Manager

Technical Operations Manager - 12 Month (FTC) £70,000 - London (Hybrid - 3 Days Per Week)

Here at Burns Sheehan, we're working with a leading name in the Real Estate space as they look to hire a Technical Operations Manager to help ensure smooth, reliable IT services across their UK and European offices.

This is a key hire within their Technology Services function, reporting into the Infrastructure & Security Manager. You'll lead day-to-day IT service delivery helping manage the internal support team and 3rd party providers - while also driving continuous improvement across user support, service processes, and operational tooling.

The business is medium-sized (150 people across 9 countries), so it's still agile, with the chance to influence how things are run. They've got the complexity of a multi-site, multi-national setup, but without the red tape of a large corporate.

Core Responsibilities:

• Lead and manage IT Service Desk operations, ensuring strong performance and user satisfaction.
• Act as escalation point for major incidents - coordinating resolution and keeping stakeholders informed.
• Take ownership of Incident, Request, and Escalation processes and related reporting.
• Oversee Change Management processes and chair CAB meetings.
• Support desktop, mobile, and office IT environments - including vendor relationships, licensing and asset management.
• Work closely with internal teams and external partners to align on service improvement priorities.
• Occasionally travel to European offices when required.

Key Experience We're Looking For:

• Solid experience in a technical operations, IT service delivery, or service desk leadership role.
• Good knowledge of ITSM platforms (e.g. ServiceNow, Freshservice, Jira, ManageEngine).
• Familiar with core Microsoft technologies - including Office 365, Intune, Active Directory and basic networking.
• Experience working with 3rd party vendors and managing outsourced IT services.
• Confident in a stakeholder-facing role - strong communication and coordination skills.
• Ideally ITIL certified (or equivalent experience), with a hands-on approach to process improvement.
• Comfortable resolving first-line issues when necessary

This is a great opportunity for someone looking to step up in a visible, hands-on leadership role with plenty of variety day to day. If you're interested, apply below and we'll be in touch.

Technical Operations Manager - 12 Month (FTC) £70,000 - London (Hybrid - 3 Days Per Week)

Burns Sheehan Ltd will consider applications based only on skills and ability and will not discriminate on any grounds.