Full job description

Confidential Opportunity | Service Delivery Manager | North Birmingham

Leading Service Delivery Within a Growing IT / Cloud Services MSP environment

£45,000 - £55,000 + up to 10% bonus + Strong Package | Office-based | Growing MSP

Are you an experienced Service Desk Manager / Service Delivery Manager who knows that great IT service is about more than closing tickets? This could be the opportunity you've been looking for.

A well-established, ambitious Managed Service Provider (MSP) is looking for a Service Delivery Manager to take ownership of its service desk, customer experience and service performance as the business enters an exciting period of growth. This isn't a caretaker role.

You'll have the autonomy to challenge how things are done, develop the team, improve processes and ultimately make a measurable difference to the service clients receive.

The Opportunity

You'll lead a growing team of Customer Service Agents and 2nd/3rd Line Engineers, with around 70% of your time focused on leading the service operation and developing your people, and the remainder working directly with clients and internal stakeholders. You'll own the service desk from end to end including:

• Service performance, SLAs, capacity and ticket prioritisation
• Major incidents and escalations
• Customer satisfaction and retention
• Team performance, development and resource planning
• Service KPIs including CSAT, NPS, FCR and resolution times
• Monthly service reporting and client QBR data
• Carrier and third-party service relationships
• Continuous improvement and root-cause analysis
• Service desk processes, automation and workflows
• RMM and PSA tools and their ongoing development
• You'll also play a key role in shaping the future structure and growth of the service team, including recruitment, onboarding and developing t