IT - Service Delivery Manager
BH-312703
Posted: 03/09/2025
- Competitive
- Scotland Scotland Aberdeen
- Contract
-
Oil & Gas
Our client, an Oil and Gas Operator, is currently hiring a Service Delivery Manager (IT) to join the team on a long-term contract basis in Aberdeen.
Role Overview:
We are seeking an experienced Service Delivery Manager (SDM) to lead the oversight,
governance, and performance management of all outsourced IT services across our
organisation. This includes services covering infrastructure, cybersecurity, application managed services, and IT Service Management (ITSM). This is a critical role ensuring that our service providers deliver high-quality, secure, and cost-effective services in alignment with business objectives and contractual obligations.
The successful candidate will act as the primary point of accountability for end-to-end service delivery performance across multiple vendors.
You will act as the key interface between our internal business stakeholders and external service providers, ensuring IT services are delivered efficiently, securely, and in alignment with business needs across corporate offices, operational sites, and remote users.
Key Responsibilities:
Service Provider & Contract Management
• Manage and govern performance of all outsourced IT service providers across
infrastructure, cybersecurity, applications, and ITSM domains. (MSPs, MSSPs,
application vendors).
• Serve as the single point of contact for escalations related to service delivery
performance.
• Lead regular service review meetings with vendors and internal stakeholders.
• Ensure adherence to contractual SLAs, KPIs, and compliance requirements and
contractual commitments.
• Lead service review meetings, performance reporting, and vendor accountability
forums.
• Support commercial discussions, including renewals, variation agreements, and cost
optimisations.
Service Governance & Performance
• Monitor and report on service levels, identifying trends and areas for improvement.
• Define and enforce performance metrics, reporting standards, and escalation
procedures.
• Coordinate service improvement plans (SIPs) with vendors when required.
• Maintain oversight of core ITIL processes including incident, change, request, and
problem management.
• Ensure timely resolution of service issues and effective communication with
stakeholders.
• Lead or support major incident response and post-incident reviews (PIRs).
Cybersecurity & Risk Oversight
• Ensure service providers meet agreed cybersecurity and compliance standards (e.g.,
ISO 27001, NIST).
• Support cybersecurity incident response coordination with MSSPs and internal risk
teams.
• Monitor security-related SLAs, threat management services, and regular vulnerability
assessments.
• Work with internal audit and compliance teams to facilitate IT controls and risk
assessments.
Financial & Commercial Management
• Track service consumption and costs; validate vendor invoicing and ensure value for
money.
• Support contract renewals, vendor evaluations, and sourcing strategy development.
• Participate in budget planning for outsourced IT services.
ITSM & Process Excellence
• Champion and oversee the delivery of ITSM processes aligned with ITIL best practices.
• Ensure accurate and timely reporting through ITSM tools (e.g., ServiceNow).
• Drive continuous improvement initiatives across service operations and user
experience.
Stakeholder Engagement
• Act as the escalation point for service issues impacting end users across business units
• Provide regular service performance updates to IT leadership and business
stakeholders.
• Communicate service performance, risks, and improvements to stakeholders at various levels.
• Facilitate demand management and capacity planning discussions between business
units and vendors.
• Build and maintain strong relationships with internal departments (e.g., Operations,
HSE, Engineering, Finance).
Qualifications and Experience
Essential:
• Minimum 5–8 years of experience in IT service delivery, preferably in energy, oil & gas, or industrial environments.
• Demonstrable experience managing fully outsourced service delivery models.
• Strong understanding of enterprise IT infrastructure, cybersecurity operations, and
application services.
• Experience with vendor governance frameworks, SLA/KPI enforcement, and contract
management.
• Solid grasp of ITIL processes, practices and tooling.
With over 90 years' combined experience, NES Fircroft (NES) is proud to be the world's leading engineering staffing provider spanning the Oil & Gas, Power & Renewables, Chemicals, Construction & Infrastructure, Life Sciences, Mining and Manufacturing sectors worldwide. With more than 80 offices in 45 countries, we are able to provide our clients with the engineering and technical expertise they need, wherever and whenever it is needed. We offer contractors far more than a traditional recruitment service, supporting with everything from securing visas and work permits, to providing market-leading benefits packages and accommodation, ensuring they are safely and compliantly able to support our clients.
Role Overview:
We are seeking an experienced Service Delivery Manager (SDM) to lead the oversight,
governance, and performance management of all outsourced IT services across our
organisation. This includes services covering infrastructure, cybersecurity, application managed services, and IT Service Management (ITSM). This is a critical role ensuring that our service providers deliver high-quality, secure, and cost-effective services in alignment with business objectives and contractual obligations.
The successful candidate will act as the primary point of accountability for end-to-end service delivery performance across multiple vendors.
You will act as the key interface between our internal business stakeholders and external service providers, ensuring IT services are delivered efficiently, securely, and in alignment with business needs across corporate offices, operational sites, and remote users.
Key Responsibilities:
Service Provider & Contract Management
• Manage and govern performance of all outsourced IT service providers across
infrastructure, cybersecurity, applications, and ITSM domains. (MSPs, MSSPs,
application vendors).
• Serve as the single point of contact for escalations related to service delivery
performance.
• Lead regular service review meetings with vendors and internal stakeholders.
• Ensure adherence to contractual SLAs, KPIs, and compliance requirements and
contractual commitments.
• Lead service review meetings, performance reporting, and vendor accountability
forums.
• Support commercial discussions, including renewals, variation agreements, and cost
optimisations.
Service Governance & Performance
• Monitor and report on service levels, identifying trends and areas for improvement.
• Define and enforce performance metrics, reporting standards, and escalation
procedures.
• Coordinate service improvement plans (SIPs) with vendors when required.
• Maintain oversight of core ITIL processes including incident, change, request, and
problem management.
• Ensure timely resolution of service issues and effective communication with
stakeholders.
• Lead or support major incident response and post-incident reviews (PIRs).
Cybersecurity & Risk Oversight
• Ensure service providers meet agreed cybersecurity and compliance standards (e.g.,
ISO 27001, NIST).
• Support cybersecurity incident response coordination with MSSPs and internal risk
teams.
• Monitor security-related SLAs, threat management services, and regular vulnerability
assessments.
• Work with internal audit and compliance teams to facilitate IT controls and risk
assessments.
Financial & Commercial Management
• Track service consumption and costs; validate vendor invoicing and ensure value for
money.
• Support contract renewals, vendor evaluations, and sourcing strategy development.
• Participate in budget planning for outsourced IT services.
ITSM & Process Excellence
• Champion and oversee the delivery of ITSM processes aligned with ITIL best practices.
• Ensure accurate and timely reporting through ITSM tools (e.g., ServiceNow).
• Drive continuous improvement initiatives across service operations and user
experience.
Stakeholder Engagement
• Act as the escalation point for service issues impacting end users across business units
• Provide regular service performance updates to IT leadership and business
stakeholders.
• Communicate service performance, risks, and improvements to stakeholders at various levels.
• Facilitate demand management and capacity planning discussions between business
units and vendors.
• Build and maintain strong relationships with internal departments (e.g., Operations,
HSE, Engineering, Finance).
Qualifications and Experience
Essential:
• Minimum 5–8 years of experience in IT service delivery, preferably in energy, oil & gas, or industrial environments.
• Demonstrable experience managing fully outsourced service delivery models.
• Strong understanding of enterprise IT infrastructure, cybersecurity operations, and
application services.
• Experience with vendor governance frameworks, SLA/KPI enforcement, and contract
management.
• Solid grasp of ITIL processes, practices and tooling.
With over 90 years' combined experience, NES Fircroft (NES) is proud to be the world's leading engineering staffing provider spanning the Oil & Gas, Power & Renewables, Chemicals, Construction & Infrastructure, Life Sciences, Mining and Manufacturing sectors worldwide. With more than 80 offices in 45 countries, we are able to provide our clients with the engineering and technical expertise they need, wherever and whenever it is needed. We offer contractors far more than a traditional recruitment service, supporting with everything from securing visas and work permits, to providing market-leading benefits packages and accommodation, ensuring they are safely and compliantly able to support our clients.