Service Delivery Manager - IT

R13 are proud to be recruiting for a key leadership opportunity, seeking an experienced IT professional to take ownership of a critical delivery function for a highly recognised organisation. Combining technical leadership, people management and client delivery, the successful candidate will be responsible for leading and developing technical teams, strengthening project delivery and helping to create greater consistency and performance across the overall function.

The role would suit someone already operating at this level, or a strong IT Manager/MSP leader who is ready to step into a broader role. Above all, you’ll need the technical credibility, leadership ability and customer-facing experience to make an impact quickly. It’s a hands-on leadership role, working from company offices based on the outskirts of Norwich (full-time) with a salary DOE.

Our client is an expanding IT services organisation providing managed IT, infrastructure, cloud, connectivity and cyber security solutions to a diverse client base across the UK.

This is a pivotal role within the business, sitting as part of the Senior Management Team and responsible for leading and developing key technical delivery functions – with the focus being very much on people, performance and delivery. The successful candidate will bring a technical background alongside the leadership skills to develop the teams, inform the future development of the department, contribute and support wider business strategy, improve project delivery and act as a senior point of escalation for both customers and colleagues.

• 25 days annual leave plus bank holidays.
• Free onsite parking.
• Hybrid working after initial onboarding.
• Private medical cover.
• Cycle to Work scheme.
• Employee Assistance Programme.
• Opportunity to join the Senior Management Team and have a genuine influence on the wider business.
• Clear progression opportunities within a growing group.

• Lead and develop Cyber Security and Installations Engineering teams, providing clear direction, support and accountability.
• Take ownership of Professional Services delivery, ensuring projects are delivered on time, within budget and to a high standard.
• Act as the senior escalation point for complex technical, project and client-related issues.
• Manage team capacity, resources, budgets and performance, ensuring the right people are in the right place.
• Build strong relationships with clients and key decision-makers, representing the business in meetings and strategic reviews.
• Manage your P&L and budgets.
• Work closely with Sales and Solutions to support pre-sales and ensure solutions sold can be delivered effectively.
• Monitor KPIs, SLAs and project performance, identifying issues and opportunities for improvement.
• Drive improvements across processes, project delivery and ways of working.
• Oversee non-conformances and improvement opportunities, ensuring issues are investigated and used to improve future delivery.
• Coach and develop team members through regular 1:1s, training and ongoing performance support.
• Work closely with the wider Senior Management Team to contribute to business improvements and strategic priorities.
• Maintain enough technical involvement to provide credible guidance and support when the team needs it.

• Proven IT leadership or management experience, ideally within an MSP or IT services environment.
• Strong technical knowledge across Windows, Azure and Microsoft 365.
• A track record of managing client-facing technical delivery and projects.
• Confident communicating with both technical and non-technical stakeholders.
• Commercial and operational awareness, with experience managing resources, budgets and performance.
• A positive, reassuring leadership style with the ability to develop teams.
• A proactive approach, with confidence to take ownership and make decisions.
• Strong relationship-building skills and the ability to work effectively across teams.
• Desirable, but not essential: MSP experience, ISO 9001/27001 knowledge and exposure to AI or emerging technologies.