Job Description

About Us

We're a forward-thinking Managed Service Provider delivering exceptional IT services to education and businesses across the UK. Our mission is simple: to provide outstanding customer experiences and innovative solutions that help our clients thrive. If you're passionate about service excellence and want to lead a high-performing team in a dynamic environment, this is your opportunity.

The Role

As Service Delivery Manager, you'll be the driving force behind operational excellence and client satisfaction. Reporting to the Board, you'll oversee all aspects of service delivery, ensuring SLAs are met, teams are motivated, and processes continuously improve.

What You'll Do

Lead and develop a technical service delivery teams to achieve outstanding performance.

Own Incident, Request, Change, and Escalation processes, ensuring accuracy and efficiency.

Monitor KPIs, ensure SLA compliance and contractual obligations are met.

Act as the primary escalation point for major incidents and service issues.

Collaborate with technical teams to translate client needs into actionable service plans.

Drive continual improvement initiatives to enhance efficiency and customer satisfaction.

Build strong relationships with clients and suppliers, acting as a trusted advisor.

Produce high-quality internal and customer reports and keep stakeholders informed.

Conduct regular service reviews with clients and maintain strong client relationships.

Lead and mentor all Service Delivery teams.

Conduct regular one-to-ones and annual reviews with your direct reports, setting and managing KPI's and individual objectives.

Manage staffing, training, and development to ensure a knowledgeable and capable team.

Lead monthly service team meetings.

What We're Looking For

Proven experience in Service Management within an MSP or IT services environment.

Strong leadership and people management skills.

Strong analytical and problem-solving skills.

Expert knowledge of ITIL disciplines (certification required).

Excellent communication and stakeholder management abilities.

Sufficiently strong technical skills to understand the requirements of your team.

Ability to manage third-party vendors and complex service contracts.

Highly organised, proactive, and able to work under pressure.

Full UK driving licence.

Why Join Us?

Competitive salary (50,000 - 65,000 DOE) + benefits.

Opportunities for professional development.

A collaborative, supportive culture where your ideas matter.

Be part of a growing MSP that values innovation and customer success.

Ready to make an impact? Apply now and help us shape the future of service delivery!

Job Types: Full-time, Permanent

Pay: 50,000.00-65,000.00 per year

Benefits:

Company car Company events Company pension Cycle to work scheme Employee discount Free parking Health & wellbeing programme On-site gym On-site parking Referral programme
Application question(s):

How far do you live from SN10 5PN? How many years experience do you have in Service Delivery?
Work Location: In person