2nd line Work, Jobs in Aylestone, Lec (with Salaries)

IT Service Delivery Manager
Erud It Ltd —Leicester
- £35,000 - £42,000 a year
- Full-time
- Continuous improvement
- In-person
- Training & development
- Free parking
Quick apply
7d
Support Engineer 2nd Line
Academia Group —Leicester
- £35,000 - £38,000 a year
- Full-time
- Hybrid work
- Azure
- Communication skills
- Annual leave
Quick apply
2nd Line Desktop Support Technician
Hastings Direct —Leicester
- Full-time
- Hybrid work
- Annual leave
Trainee Developer
NEXT —Leicester
- £27,700 - £29,400 a year
- Full-time
- Azure
- English
- SQL
- Free parking
- Employee discount
18h
Security Pen Tester
NEXT —Leicester
- £42,800 - £51,200 a year
- Full-time
- Communication skills
- Time management
- Free parking
- Employee discount
Mainframe Academy
NEXT —Leicester
- £26,000 a year
- Full-time
- Analysis skills
- Software development
- AI
- Free parking
- Employee discount
6d
Associate Field Services Technician, IT
Aptean —Leicester
- Full-time
- Computer literacy
- Analysis skills
- Travel
IT Apprentice
Tgw Group —Market Harborough
- Maintenance
- Microsoft Office
- Communication skills
Quick apply
3d
2nd Line Technical Analyst
Xerox —Nuneaton
- Full-time
- Windows
- Analysis skills
- Presentation skills
3d
Developer
NEXT —Leicester
- £42,124 - £48,842 a year
- Full-time
- Mentoring
- Communication skills
- Free parking
- Employee discount
6d
UIO Developer
NEXT —Leicester
- £42,100 a year
- Full-time
- Analysis skills
- Continuous improvement
- Agile
- Free parking
- Employee discount
13d
Finance Project Business Analyst
NEXT —Leicester
- From £70,000 a year
- Call to connect
- Microsoft Powerpoint
- Analysis skills
- Communication skills
- Free parking
- Employee discount
14d
eCommerce Product Projects Assistant
NEXT —Leicester
- £31,000 - £38,000 a year
- Full-time
- Presentation skills
- AI
- Communication skills
- Free parking
- Employee discount
Senior Test Analyst
NEXT —Leicester
- Full-time
- Mentoring
- Communication skills
- Free parking
- Employee discount
13d
Developer / Senior Developer
NEXT —Leicester
- £40,800 - £53,800 a year
- Full-time
- Azure
- Analysis skills
- Continuous improvement
- Free parking
- Employee discount
IT Support Assistant
ID Logistics & Transport Ltd —Rugby
- £27,000 - £32,000 a year
- Full-time
- Computer literacy
- Maintenance
- Warehouse experience
Quick apply
UX/UI Designer
NEXT —Leicester
- £44,000 - £55,000 a year
- Call to connect
- Communication skills
- Free parking
- Employee discount
13d
Senior Security Analyst
NEXT —Leicester
- £57,400 - £73,200 a year
- Call to connect
- Analysis skills
- Mentoring
- Free parking
- Employee discount
Senior 1st Line Support
VINCI Construction —Risley
- Mentoring
- SharePoint
- Training & development
- Annual leave
- Employee assistance programme
3d
Domain Lead
NEXT —Leicester
- £76,000 - £99,000 a year
- Full-time
- Communication skills
- Free parking
- Employee discount

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IT Service Delivery Manager

Erud It Ltd
Leicester

Quick apply

Job details

Full-time
£35,000 - £42,000 a year
7 days ago

Benefits

Free parking
Casual dress
Company pension
On-site parking

Qualifications

ITIL Certification
Operations management
Stakeholder collaboration
Client engagement
IT team management
Stakeholder liaison
IT service management
Continuous improvement
Continuous improvement cycles oversight
Employee performance appraisals
Major incident coordination
Management reporting
Customer support
Professional development mentoring
Customer interaction
Training & development
Information technology team management
Root cause analysis
Technical roadmaps
Leadership
Team motivation leadership
Communication skills
Help desk

Full job description

Overview

The Service Delivery Manager plays a central role in leading service operations across our growing managed IT, cyber resilience, and communications portfolio. This position blends operational leadership, client partnership, technical support and team development ensuring every customer receives a consistent, high‑quality experience that reflects our commitment to reliability, integrity, and technical excellence.

You will oversee our service teams responsible for ticket resolution, major incident management, proactive monitoring, problem management, and on‑site project delivery. Success in this role requires strong leadership, broad technical capability, and a proactive, solutions‑driven mindset.

Our Vision

To be the trusted technology partner for UK SMEs & renewable energy companies delivering dependable managed IT services, robust cyber resilience, and modern communications solutions. We achieve this by building a skilled, passionate team, implementing best in class technologies, and staying committed to doing things properly, efficiently, and with integrity.

Our Values

Passion: A genuine enthusiasm for technology and continuous improvement.

Trust: Transparent, dependable relationships with customers and colleagues.

Collaboration: Working as one unified team, internally and with our clients.

Responsibilities

1. Service Delivery & Operations

Lead and oversee service delivery performance across the UK customer base.
Ensure all SLAs are consistently met or exceeded.
Own major incident management, communication, and escalation processes.
Drive problem identification, root cause analysis, and long‑term resolution.
Track and report on operational metrics and service trends.
Deliver service improvement initiatives that enhance customer experience and operational efficiency.
Ensure consistent use of tools, systems, develop and expand SOPs, and service desk processes.
Coordinate and support technical delivery of on‑site client projects.

2. Client Engagement & Technology Planning

Act as a senior operational contact for key clients.
Lead customer service reviews with clear reporting, actions, and follow‑up.
Support clients with technology planning, roadmaps, and alignment to business goals.
Manage customer escalations professionally, ensuring root causes are addressed and long‑term improvements implemented.

3. Team Leadership & People Management

Direct line management of service desk / field service staff.
Recruit, onboard, and develop team members in line with our growth strategy.
Conduct regular 1‑to‑1s, appraisals, and development reviews.
Create and maintain personal development plans for all team members.
Build a culture of accountability, engagement, and customer‑first thinking.

4. Technical

Provide technical oversight on system configurations & deployments.
Act as a 2nd / 3rd line resource for clients and technical staff.
Assist in the development of the companies product portfolio
Provide remote & on-site assistance for projects / installations when required.

5. Team Integration & Alignment

Unite and strengthen service teams following recent business expansion and acquisitions.
Lead the integration of people, processes, and operational standards across multiple teams.
Define and embed a single operating model for service delivery across E2TS.
Set clear expectations for service quality, communication, documentation, and performance.
Oversee training programmes to close capability gaps and upskill the team.

6. Communication & Stakeholder Engagement

Represent service teams in internal leadership and operational meetings.
Provide concise reporting on service performance, risks, and improvement plans.
Liaise with vendors and third parties for escalations, service coordination, and project support.

Requirements

Minimum 5 years’ experience in IT service delivery leadership or management.
Experience within a Managed Service Provider environment.
Proven ability to lead, motivate, and develop multi‑disciplinary technical teams.
Strong client engagement and stakeholder management experience.
Experience running service reviews and managing customer expectations.
Solid understanding of ITIL fundamentals and service management best practice.
Highly organised with excellent written and verbal communication skills.
Strong technical grounding across infrastructure, Microsoft 365, Azure, networking, telephony & Communications, cyber security, and business continuity.

Desirable Skills & Experience

Experience as an IT Service Manager in an MSP
Familiarity with tools such as Atera and Datto.
Formal leadership or management training.
Broad technical skill set across modern IT environments.
ITIL Practitioner certification.
Knowledge of the following vendors is desirable but not essential: ESET, Ubiquiti, Teltonika, Cisco, Lenovo

Pay: £35,000.00-£42,000.00 per year

Benefits:

Casual dress
Company pension
Free parking
On-site parking

Experience:

IT Service Delivery Manager: 5 years (required)

Work Location: In person

Quick apply

Refine Your Search

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Domain Lead

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