Full job description

Service Delivery & Operations Manager - Cheshire

We’re working with an established technology business that is looking for an experienced Service Delivery & Operations Manager to lead its technical service function.

This is a broad role combining team leadership, customer management, service delivery and technical oversight. You’ll take ownership of operational performance, develop the technical team and act as a senior point of contact for customers.

Key Responsibilities

• Lead and develop a team of technical professionals.
• Take ownership of day-to-day service delivery and performance.
• Monitor SLAs, KPIs, workloads and operational standards.
• Manage technical escalations and support the team when required.
• Build strong relationships with customers and senior stakeholders.
• Lead customer service reviews and identify improvement opportunities.
• Support technical discussions, projects and new business opportunities.
• Recruit, onboard and develop technical staff.
• Help improve processes, documentation and overall service quality.

About You

We’re looking for someone with experience within an MSP, IT services or technology environment, who has progressed into a technical leadership or service delivery position.

You should have:

• Experience managing or leading a technical team.
• Strong understanding of IT service delivery.
• Experience with service management, ticketing, PSA or RMM platforms.
• Excellent customer-facing and communication skills.
• The confidence to deal with senior stakeholders.
• A commercially aware and solutions-focused approach.
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