Full job description

Service Delivery Manager

London (Hybrid)

£60,000 - £75,000

We are looking for an organised, proactive and people focused Service Delivery Manager to join our clients growing team. You will be leading Level 1, Level 2 Support teams and Project Engineers, take ownership of the day-to-day delivery of managed services and client projects. As our client continues to grow and take on more clients and projects, they need an experienced Service Delivery Manager who can bring structure, accountability and consistency. You’ll ensure clients receive fast, reliable and friendly support, all SLAs are met, our team has the direction, support and development opportunities it needs to grow with the business. You will take ownership of project delivery, overseeing everything from new client onboardings and off boardings to migration, plan and schedule work, delegate across the teams, manage suppliers and provide clear communication to clients. This role is a fantastic opportunity to really make a difference in our clients business.

Responsibilities:

Lead and manage Level 1 and Level 2 Support teams, ensuring tickets are handled efficiently, prioritised appropriately and resolved within SLAs
Oversee day-to-day service desk operations, maintaining clear ownership, accountability and visibility of workload
Monitor service performance, identify recurring issues and drive continuous improvement across managed services
Ensure incidents, service requests and escalations are managed effectively, working with the Tech Lead on complex technical issues and Level 3 escalations
Own end-to-end delivery of client projects
Provide clear coaching, direction and support to Level 1 and Level 2 Support teams and Project Engineers
Own the teams schedule, balancing support queries, projects, on-site visits and leave
Work with the wider management team to improve service quality, operational efficiency and clients overall experience

Skills:

Proven experience leading and developing a technical support team, including coaching, 121’s and performance management
Previous experience within MSP
Hands on IT support experience, in particular with MacOS
Experienced at running day-to-day service delivery
Strong organisational, communication, planning skills
Strong technical skills in Apple devices, Google Workspace, Microsoft 365, networking and cloud services
Good working knowledge of ITIL practices
Experience with ITSM or PSA tools
Data driven approach to reporting on and improving service performance
Ability to use AI tools in everyday work
Ideally have experience with MDM and identity platforms

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Responsibilities