Lyra Technology Group is a private equity-backed holding company that invests in and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term.

Our Operating Company, ONGC, is looking for a Service Delivery Manager to join their team in Arundel, GQ.

About The Role

ONGC is looking for an accomplished Service Delivery Manager to lead their Managed Services function, drive operational excellence and deliver outstanding customer outcomes.

You will work closely with the Service Desk Manager and Team Leaders to ensure engineers are supported, workloads are managed effectively, tickets progress efficiently and customer issues are resolved before they escalate.

This is a hands-on leadership role that requires strong operational discipline, commercial awareness and the technical understanding to guide decisions across evolving technologies, systems and automation.

Key Responsibilities

• Own operational performance
• Lead and develop people
• Champion customer experience
• Drive commercial outcomes
• Manage capacity and capability
• Turn data into action
• Improve systems and processes
• Provide technical oversight
• Collaborate across the business

About You

• 5–10 years of relevant experience, ideally within an MSP, Managed Services, Service Desk or technical operations environment.
• Proven experience managing service delivery, operational performance, customer relationships and team productivity.
• Strong knowledge of IT service management, incident and escalation management, SLA management, queue operations and continuous improvement.
• Commercial acumen, with the ability to understand utilisation, billable hours, gross margin and cost-to-serve, and translate performance data into practical action.
• Experience working with service management platforms and reporting tools, ideally including ConnectWise and BrightGauge.
• The ability to lead, coach and hold people accountable while building a collaborative, high-performing team.
• Strong communication skills and the confidence to manage challenging customer situations and engage with both technical and non-technical stakeholders.
• Broad technical knowledge and the ability to guide escalations, challenge assumptions and identify opportunities across emerging technologies and automation.
• ITIL certification or equivalent practical experience. Relevant business or technology management qualifications will be advantageous.
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