Operations & Delivery Manager – IT Services
Salary: £47,000 – £56,000 per annum
Working: Hybrid, with potential for fully remote
Employment: Full-time
About the Role
We are looking for a confident, hands-on Operations & Delivery Manager to join our growing IT firm.
This is a key role within the business. You will be responsible for making sure our teams are organised, our projects and services are delivered on time, our customers are happy, and our day-to-day operations run smoothly.
We are looking for someone with a positive, can-do attitude who takes ownership, knows how to lead people, and isn't afraid to get involved and solve problems.
You do not necessarily need to be the most technically skilled person in the room. Strong team management, communication, organisation and delivery are the most important qualities for this position. An IT background or good understanding of technology is a strong advantage.
Key Responsibilities
Manage and support internal teams, ensuring everyone understands their responsibilities and priorities.
Take ownership of project and service delivery, ensuring work is completed on time and to a high standard.
Plan workloads, allocate resources and manage priorities across multiple projects and customers.
Monitor deadlines, identify potential delays early and take action to keep delivery on track.
Build and maintain strong relationships with customers and act as a key point of contact.
Handle customer concerns professionally and ensure issues are followed through to resolution.
Coordinate communication between customers, management and technical teams.
Oversee day-to-day business operations and help improve processes and efficiency.
Track team performance, workload and delivery KPIs.
Run regular team meetings and ensure actions are followed up.
Identify operational issues and take ownership of resolving them.
Help create a culture of accountability, teamwork and continuous improvement.
Support senior management with planning, reporting and operational decision-making.
Ensure the business consistently delivers a high-quality customer experience.
What We're Looking For
We're looking for someone who is:
A strong and confident people manager.
Highly organised and able to manage multiple priorities.
Naturally proactive with a strong can-do attitude.
Someone who takes ownership rather than waiting to be told what to do.
Excellent at communication and comfortable dealing directly with customers.
Focused on deadlines, accountability and getting things done.
Calm and professional when dealing with pressure or difficult situations.
Comfortable managing different personalities and resolving team issues.
Commercially aware and able to understand the impact of delivery and customer service on the business.
A natural problem solver who looks for solutions rather than excuses.
IT Experience – A Plus, Not the Main Requirement
Previous experience within an IT services, technology, software, MSP or similar environment would be highly beneficial.
Technical knowledge is an advantage, but this is primarily a management, operations and delivery role.
You don't need to be the person configuring servers or writing code. You need to be able to understand technical teams, communicate effectively with them and customers, manage expectations and make sure commitments are delivered.
What Success Looks Like
In this role, success means:
Teams know what they need to do and when they need to do it.
Projects and customer commitments are delivered on time.
Customers receive excellent communication and service.
Problems are identified early rather than becoming last-minute emergencies.
People are accountable for their responsibilities.
Day-to-day operations run efficiently.
The business continues to improve its processes as it grows.
What We Offer
£47,000 – £56,000 salary, depending on experience.
Hybrid working.
Potential to move to fully remote working for the right candidate.
A key leadership position within a growing IT business.
Opportunity to make a genuine impact on how the business operates and grows.
A role with significant responsibility and autonomy.
The Person We're Looking For
If you're the type of person who sees a problem and thinks "I'll sort it", enjoys leading people, likes working with customers and takes pride in getting things delivered properly, we'd like to hear from you.
Management and delivery matter more to us than having a long list of technical certifications.
Apply now and tell us about your experience managing teams, customers and delivery.
Pay: £45,000.00-£60,000.00 per year
Work Location: Hybrid remote in Middlesbrough TS2 1PS
