Service Delivery Manager

LSE is committed to building a diverse, equitable and truly inclusive university

Salary from £53,949 to £62,160 pa inclusive with potential to progress to £69,073 pa inclusive of London allowance

The London School of Economics is a cosmopolitan university situated in the vibrant centre of London that specialises in the study of social sciences.

LSE’s Data and Technology Services division provides services to over 10,000 staff and student users.

Reporting to the Director of Service Delivery, the Service Delivery Manager leads and coordinates three key functions: the IT Service Desk, ITIL Process Management, and Knowledge Management. These functions form the operational backbone of DTS service delivery, providing first-line support, managing incidents and requests, overseeing change and problem management processes, and maintaining the knowledge base that enables self-service and continuous improvement. 

The role requires a proactive and collaborative leader who can balance strategic planning with operational oversight. The Service Delivery Manager will lead and develop cross-functional teams, setting clear objectives, conducting performance reviews, and fostering a culture of accountability, continuous learning, and user-focused service delivery. The postholder will also manage resource planning, budgets, and capacity across service delivery functions. 

Candidates should have:

• Substantial experience managing IT service delivery across multiple teams/domains, with proven success leading service improvement initiatives and embedding ITIL frameworks and best practices in enterprise environments. 
• Strong capability in service performance management, including monitoring, reporting, and data-driven decision-making, with experience managing cross-functional teams (service desk, process management, knowledge functions). 
• Demonstrated ability in senior stakeholder engagement, strategic planning, and aligning IT services with institutional goals, including managing escalations, risk, and service continuity in complex environments. 
• Experience in change and problem management, ensuring smooth transitions from project delivery to operational support. 

We offer an occupational pension scheme, generous annual leave, hybrid working, and excellent training and development opportunities.

For further information about the post, please see the how to apply document, job description and the person specification.

To apply for this post, please click the 'Apply' button above. If you have any technical queries with applying on the online system, please use the “contact us” links at the bottom of the LSE Jobs page. Should you have any queries about the role, please email dts.admin@lse.ac.uk

The closing date for receipt of applications is 28 August 2026 (23.59 UK time). Regrettably, we are unable to accept any late applications.

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