Job Description

IT Service Delivery Manager (SDM):

Workplace IT is the UK's leading provider of Managed IT Services to the Social Care, Supported Living, Social Impact Charities and Special Needs Education Sectors.

We predominantly support enterprise level Commercial, NFP (Not For Profit) and Public Sector owned organisations with multiple locations and employees across the UK.

Following the centralisation of all UK operations to our King's Lynn (Norfolk) office we are now seeking an experienced IT Service Delivery Manager (SDM).

Role Overview:

You will take day-to-day responsibility for three key operational teams, Service Desk, Provisioning Desk, and our newly formed Service Assurance each supported by a dedicated Service Coordinator.

You'll manage a high-volume ticket queue through ConnectWise, ensuring all teams and individuals consistently exceed the exceptional SLA standards our clients expect.

As a team coach and leader, you'll guide your team through complex issues, encouraging creative thinking and problem-solving from multiple perspectives.

You will mentor and support a diverse team, ensuring workloads are balanced, morale is high, and each team member feels empowered to grow, develop, and succeed.

In partnership with Service Coordinators, you will oversee resource planning and scheduling, while stepping in to provide hands-on support during peak demand or unexpected absences.

You'll handle both praise and complaints, ensuring that processes, resources and training are continuously reviewed and evolved to address root causes rather than one-off issues.

Ultimately, your role is to deliver exceptional service through a high-performing, well-trained, and engaged team.

About You:

You will be a seasoned IT Service Delivery Manager or Engineer with deep expertise in Microsoft 365, Microsoft Azure, Intune, Connectivity, Networking, and Wi-Fi solutions.

You will have a solid understanding of delivering service based on ITIL standards as we as experience working within a highly complaint sector.

You will be a CONDUCTOR -- someone who can thrive on the floor with your teams, bringing energy, clarity, and fun to the day. You'll lead by example, coaching and mentoring in real-time to create a positive, high-performance environment.

You will be highly OBSERVANT, always scanning for missed tickets, overlooked opportunities, misdirected triage, or team members who may be struggling, stepping in with support and solutions.

Your approach to service delivery is rooted in FLEXIBLE organisation and proactive resource management, ensuring your teams deliver consistent, exceptional service even in high-pressure or fast-changing situations.

Above all, you'll be a RESPECTED coach -- someone your team looks to with confidence, knowing you're fully invested in their growth, well-being, and success.

Key Relationships:

Chief Technology Officer (CTO) - Role Line Manager.
Managing Director.
Service Delivery Teams.
Project Teams.
External Vendors and Suppliers.

Working Patterns:

Hours: 9:00am to 5:30pm, Monday to Friday.
Flexibility will be needed to support the early 8:00am team on rotation.

Location:

This role is based at our King's Lynn office in Norfolk, with the benefit of hybrid working. Whilst we support flexibility and remote work when needed, we expect this role to involve spending between two and three days per week in the office, working closely and collaboratively with your individual teams.

Remuneration & Benefits:

Salary:

45,000 to 50,000 per annum (dependent on experience).

Holidays:

25 Days Annual Leave + UK Bank Holidays.

Pension:

Contributory Pension Scheme.

Health:

Private Health, Eye Care and Dentist.

Training:

Personal Learning Programme.

Progression:

Excellent

Grade:

2

Additional Benefits:

Dell laptop and laptop bag.
Dual Monitors, Docking station and Wireless Headset for Home Working.
Regular team socials and a positive, supportive team culture.
Free Parking.

Please Note:

To qualify for home working, you must have a quiet, separate, and safe space free from all distractions during working hours.

Job Type: Full-time

Pay: 45,000.00-50,000.00 per year

Ability to commute/relocate:

King's Lynn PE30 5BY: reliably commute or plan to relocate before starting work (required)
Application question(s):

Are you happy to work in the King's Lynn office two to three days per week? Do you have a safe, quiet and dedicated work space at home?
Experience:

Microsoft 365: 5 years (required) Microsoft Azure: 3 years (required) Microsoft Intune: 3 years (required) Networking and WIFI: 3 years (required) Connectivity: 3 years (required) Service Desk : 5 years (required) MSP / MSSP: 3 years (preferred) ITIL: 3 years (preferred)
Work authorisation:

United Kingdom (required)
Work Location: In person

Reference ID: GFSDMJULY2025