Information Technology Service Delivery Manager
Listed on 2026-10-16
-
IT/Tech
IT Support, IT Project Manager, Systems Administrator, HelpDesk/Support
London | £60,000 - £70,000 + Discretionary Bonus | Permanent
A growing Managed Services Provider (MSP) is seeking an experienced Service Delivery Manager to lead a team of five engineers and oversee service delivery across a diverse client portfolio spanning professional services, legal, technology, manufacturing and investment.
This is a hands-on Service Delivery Manager role combining operational leadership, client management and technical delivery. You'll own service desk performance, drive SLA achievement, manage escalations and improve processes, while remaining involved in technical support.
What You'll Do- Manage daily service desk operations, ticket prioritisation, engineer workloads and SLA performance.
- Lead, coach and develop a team of five engineers, setting standards and managing performance.
- Act as the key escalation point for technical issues and client concerns.
- Monitor service metrics, identify recurring issues and drive root-cause resolution.
- Maintain strong client relationships, providing clear incident communication and service reporting.
- Coordinate multiple client projects, balancing resources across support and project delivery.
- Spend around 30-40% of your time on hands-on technical work, supporting complex 2nd and 3rd line issues.
- Experience as a Service Delivery Manager, Service Desk Manager or similar within an MSP.
- Proven team leadership and experience improving service desk performance.
- Strong understanding of SLA-driven service delivery, ticket management and PSA tools.
- Hands-on Microsoft 365 and Google Workspace experience.
- Knowledge of identity, endpoint management and networking technologies.
- Confident client-facing communication and stakeholder management skills.
Experience with HaloPSA, ITIL, Azure, Forti Gate, Cloudflare Zero Trust or Proxmox would be advantageous.
The OpportunityTake ownership of service delivery within a growing MSP, with the autonomy to influence operational standards, develop your team and improve the client experience.
What's on offer: £60,000 - £70,000 salary, discretionary bonus, private healthcare and 25 days' annual leave plus bank holidays.
Working pattern: Monday to Friday, 9am-5pm. Office-based initially, with up to two days working remotely after probation.
(If this job is in fact in your jurisdiction, then you may be using a Proxy or VPN to access this site, and to progress further, you should change your connectivity to another mobile device or PC).