IT MSP Service Delivery Manager - Transformation Process

Build & Own the Whole Service Operation. Not Just the Queue

Most Service Delivery Manager roles ask you to maintain what's already there.

This one doesn't.

We're looking for an experienced MSP Service Delivery Manager to take ownership of our Managed Services operation, strengthen how we deliver support, develop our people and build a more proactive, customer-focused service that scales with our growth.

You'll have genuine authority to improve service delivery, develop people, refine operational processes and work directly alongside our CTO to shape the future of our Managed Services business.

If you've ever wanted the opportunity to build and improve an MSP rather than simply maintain one, we'd love to hear from you.

The Role at a Glance

Technical Service Delivery Manager
Aston Cross, Birmingham Office Based Initially (3 6 Months) Hybrid Working Thereafter (Subject to Successful Onboarding, Performance & Business Requirements)
Competitive Salary DOE + Company Benefits
Permanent Full Time
Reporting to: CTO

Product / Service: Managed IT Services Microsoft Cloud Cyber Security Digital Transformation

Pedigree: Growing Managed Services Provider specialising in Microsoft Cloud & Digital Transformation

Your Background / Skills: Managed Services, Service Delivery, IT Service Desk Leadership, HaloPSA, ITIL, Microsoft Cloud, Customer Success, Incident Management, Team Leadership

Who We Are

Nexian is a leading technology partner specialising in Managed IT Services, Microsoft Cloud, Cyber Security, AI, Automation and Digital Transformation.

We help ambitious organisations modernise, secure and optimise their technology through a combination of strategic consultancy, managed services and technical expertise.

Alongside our Managed Services business, we're recognised as one of the UK's leading Actionstep implementation partners, supporting legal, professional services and other ambitious organisations with technology that enables long-term growth.

We're a collaborative, ambitious business where ownership is encouraged, good ideas are welcomed and people genuinely enjoy working together.

The Opportunity

We're specifically looking for someone who has already led Service Delivery within an MSP and can demonstrate how they've improved or transformed a service operation before.

You'll inherit a solid foundation with genuine opportunity to improve how we operate, developing a more proactive, accountable and customer-focused service operation.

You'll lead our Service Desk, Escalation and Centralised Services teams while working closely with the CTO to improve operational maturity, strengthen customer experience and support the continued growth of the business.

Whilst you'll have strong technical credibility, this is not a hands-on engineering role. Instead, you'll lead the people, processes and service operations that enable our technical teams to perform at their best.

What You'll Be Doing

Service Leadership

• Lead the day-to-day operation of our 1st, 2nd and Escalation Support teams.

• Oversee Centralised Services including monitoring, patching, backup, alerting and security tooling.

• Improve ticket ownership, SLA performance, customer satisfaction and operational efficiency.

• Reduce unnecessary escalations through improved workflows, coaching and service standards.

Customer Service & Operational Excellence

• Lead major incidents, customer escalations and service recovery activities.

• Become a trusted operational contact for key Managed Service customers.

• Deliver service reviews, performance reporting and continual service improvement initiatives.

• Drive problem management and root cause analysis to reduce recurring issues.

Service Improvement

• Assess the current operation and build a practical roadmap for continual improvement.

• Improve HaloPSA workflows, SLAs, automation, reporting, dashboards and service data quality.

• Introduce better documentation, knowledge management and operational processes.

• Identify opportunities to automate repetitive activities and improve service maturity.

Leadership & People Development

• Coach, mentor and develop Service Desk engineers and team leaders.

• Conduct one-to-ones, performance reviews and…