Overview
The Service Delivery Manager is responsible for leading service delivery and operations across two of our Midlands teams. The role combines operational leadership, client engagement, and team integration, ensuring customers receive a consistent, high-quality experience while building a unified, motivated and productive team.
You will lead service teams responsible for ticket resolution, major incidents, problem management, monitoring and small projects. While a technical background is required, the primary focus of the role is leadership, service excellence and continuous improvement rather than hands-on technical resolution.
A core part of the role is aligning teams into a single operating model, setting clear standards, building capability through training, and identifying future leaders and technical superstars within the team.
Our Vision
An ambition to be the go-to partner for UK SMEs in managed IT, cyber resilience, and telecoms - by building a skilled, passionate team, implementing the best technology solutions, and staying committed to doing things right, efficiently, and with integrity.
Our Values
- Passion - A deep enthusiasm for technology and an unwavering drive for personal and business growth.
- Trust - Building reliable, transparent relationships with customers and team members
- Collaboration - working effectively internally and with customers, as one unified team
- Kaizen - embracing continuous improvements everyday through learning, innovation and feedback
Responsibilities
1. Service Delivery & Operations
- Overall responsibility for service delivery and operational performance across the Midlands region.
- Ensure agreed service levels (SLAs) are met or exceeded across all customers.
- Accountable for major incidents management and escalations, ensuring clear communication to customers and internal stakeholders.
- Identification of problems and subsequent root cause analysis.
- Track, analyse and report on service performance using KPIs and operational metrics.
- Identify, prioritise and deliver service improvement initiatives to improve customer experience and efficiency.
- Ensure consistent use of service desk tools, systems, processes and SOPs.
- Work in tandem with peer service delivery managers to ensure group wide consistency.
- Provide inter-group support in line with business and client requirements.
2. Client Engagement & Technology Planning
- Act as a senior point of contact for allocated clients, owning service relationships at an operational level.
- Participate in customer service reviews, ensuring clear reporting, actions and follow-up.
- Work with clients and account sales teams on technology planning and roadmap discussions, supporting longer-term improvement and alignment with business goals.
- Own customer escalations, ensuring issues are resolved professionally and root causes addressed.
- Work closely with sales and projects teams to ensure smooth handover and ongoing service alignment.
3. Team Leadership & People Management
- Direct line management of service delivery and engineering staff.
- Recruit, onboard and develop new team members in line with regional growth plans.
- Conduct regular 1‑to‑1s, appraisals and development reviews.
- Create and maintain personal development plans for team members.
- Build engagement, accountability and a strong customer-first culture within the team.
4. Team Integration & Alignment
- Build an aligned and productive service team following recent acquisitions.
- Lead the integration of people, processes and ways of working across two service teams.
- Define, implement and embed a single operating model for service delivery across the region.
- Set clear standards for service delivery, customer interaction, documentation and team performance.
- Implement and oversee training programmes to upskill team members and close capability gaps.
- Support future acquisition onboarding and alignment.
5. Communication & Stakeholder Engagement
- Represent the teams in internal management meetings.
- Provide clear, concise reporting on service performance, risks and improvement plans.
- Liaise with vendors and third parties where escalation or service coordination is required.
Requirements
- Minimum 5 years’ experience in a leadership or management role within IT service delivery.
- Experience working within an IT Managed Service Provider environment.
- Proven ability to lead, motivate and develop multi-skilled teams.
- Strong experience in client engagement and stakeholder management.
- Experience running service reviews and managing customer expectations.
- Strong understanding of IT service management principles (ITIL fundamentals).
- Experience setting, managing and reporting against KPIs.
- Highly organised with excellent written and verbal communication skills.
- Solid understanding of IT fundamentals including infrastructure, M365 and Azure, networking, telephony, cyber security and business continuity.
Desirable Skills & Experience
- Experience working through post-acquisition team integration or organisational change.
- Experience with Kaseya stack - Autotask PSA, Datto RMM and IT Glue.
- Formal leadership or management training
- TIL Practitioner certification.
Pay: £40,000.00-£55,000.00 per year
Benefits:
- Bereavement leave
- Company events
- Company pension
- Enhanced maternity leave
- Enhanced paternity leave
- Life insurance
- On-site parking
- Paid volunteer time
- Referral programme
- Sick pay
Application question(s):
- Do you have a minimum of 5 years' experience in a leadership or management role within IT service delivery?
- Do you have experience of working within an IT Managed Service Provider?
- Can you commute to the Coventry office?
Work Location: In person
