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Randstad Logo Randstad · IT - Administration

IT Service Management Specialist

United Kingdom, City of London, Greater London 100.00 - 150.00 GBP / Day · Job Posted May 29, 2026
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Job Description

A leading global pioneering firm is seeking a data-driven IT Service Delivery Specialist to take ownership of operational governance and continuous improvement across their technology landscape. In this role, you won't be managing infrastructure directly; instead, you will be the driving force ensuring external providers and internal support teams deliver a seamless, high-quality end-user experience. You will act as a key operational liaison and will champion service quality, analyse performance metrics, and orchestrate swift resolutions during high-priority escalations.

Job Responsibility

  • Lead regular performance reviews with the global IT service desk and external vendors to ensure they meet agreed targets
  • Act as the central point of contact during critical IT outages or when high-priority issues require urgent escalation
  • Maintain and update internal IT support guides, team workflows, and step-by-step operational procedures
  • Build strong relationships across business leaders, internal tech teams, and external suppliers to keep communication clear and maximise user satisfaction

Requirements

  • Strong knowledge of ITIL frameworks and operational governance
  • Ability to turn complex metrics into actionable insights and executive presentations
  • Confident leading P1/P2 incidents and handling high-pressure situations
  • Natural relationship builder skilled at managing stakeholders and leading vendor reviews
  • Track record of identifying process gaps and driving continuous service improvement (CSI)
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