Service Delivery Manager

A varied and fast-paced role combining technical service delivery, team leadership, project coordination, and exceptional client service.

Elevate Cloud is a leading provider of IT Support, Cyber Security, Microsoft 365, Cloud Solutions, Connectivity, and Business Telephony services. We support businesses across the UK by delivering reliable, proactive, and customer-focused technology solutions.

As part of our continued growth, we are looking for a Service Delivery Manager to lead the day-to-day operation of our Technical Services team. This role offers an excellent opportunity to shape how we deliver service to our clients while developing a high-performing technical team in a fast-paced Managed Service Provider (MSP) environment.

We're looking for an experienced and highly organised Service Delivery Manager to take ownership of the day-to-day delivery of our technical services.

This is a key role within our business and will sit at the heart of our Technical Services team. You'll be responsible for making sure our clients receive the consistently high level of service we expect – whether that's through our support desk, technical projects, onboarding new clients or delivering improvements to their IT environments.

Reporting directly to our Senior Leadership Team, you'll oversee the operational performance of the technical team, making sure work is properly prioritised, clients are kept informed and our engineers have the support, structure and direction they need to do a brilliant job.

You won't necessarily need to be the person fixing every technical problem yourself. Your job is to make sure the right people are working on the right things, issues are escalated appropriately, projects stay on track and nothing gets lost along the way.

For someone coming from an MSP environment who enjoys improving service, developing people and keeping lots of moving parts under control, this is an opportunity to make a real impact within a growing business.

You'll take overall responsibility for the day-to-day performance of our support desk. This will include:

• Monitoring support ticket volumes, queues and workloads across the technical team
• Making sure tickets are correctly prioritised, assigned and progressed
• Identifying tickets that are ageing, becoming stuck or require escalation
• Ensuring clients receive regular and clear communication throughout their support requests
• Managing escalations and helping coordinate the right technical resources when more complex issues arise
• Reviewing service levels and making sure we are delivering against our internal standards and client expectations
• Identifying recurring issues and working with the wider technical team to address the underlying cause
• Helping maintain a culture where excellent customer service is just as important as technical ability

Alongside support, you'll oversee the successful delivery of technical projects across our client base. These could include Microsoft 365 migrations, new client onboarding, infrastructure upgrades, cloud migrations, cyber security projects, networking, telephony and other technology improvements. You'll:

• Maintain visibility of all active and upcoming technical projects
• Coordinate engineers and technical resources
• Make sure projects have clear scopes, owners, actions and deadlines
• Track progress and identify risks or delays early
• Keep clients and internal stakeholders updated
• Work with our Technical Director and technical consultants on more complex projects
• Make sure completed projects are properly documented and handed over into support

First impressions matter. You'll help make sure every new client has a structured, professional and well-managed transition into our service. Working with our technical, operations and client-facing teams, you'll coordinate onboarding activities including:

• Technical discovery and information gathering
• Deployment of our managed IT and cyber security services
• Site visits and engineer scheduling
• Documentation and system updates
• Migration from incumbent IT providers
• Identifying technical risks and outstanding actions
• Ensuring the client is properly transitioned into ongoing support

The aim is simple: every new client should feel confident that they made the right decision choosing us.

A big part of this role is people. You'll work closely with our Support Analysts, Engineers, Technical Consultants and Technical…