A Bit About Us:
iZan Business Solutions is a fast-growing Managed IT Services Provider supporting small and medium businesses across the East Midlands and beyond. We pride ourselves on delivering exceptional customer service led support, building long-term relationships with customers and providing reliable, secure IT solutions that provide the foundations for our clients to operate effectively from.
As our business continues to grow, we're looking for an experienced IT Service Delivery Manager to join our team.
This role expands on a traditional Service Desk Manager role. Working directly alongside the Director, you'll play a key role in leading our technical and administrative teams. This will be to help develop business operations, ensuring a consistent positive experience to all clients and shape the future direction of the business.
The Role
As our IT Service Delivery Manager, you'll be responsible for ensuring the successful day-to-day delivery of our managed IT services while driving operational excellence across the business.
You'll lead our Service Desk and Administration teams, oversee service performance, mentor and develop staff, strengthen client relationships and continually improve the way we operate.
This role requires someone who combines strong leadership with commercial awareness, excellent organisational skills and a passion for delivering exceptional customer service.
Key Responsibilities:
Leadership & Team Management
- Lead, mentor and develop our IT Support Engineers and Administration team.
- Conduct regular one-to-one meetings, probation reviews and performance appraisals.
- Set clear objectives and support individual development plans.
- Foster a positive, collaborative and accountable working culture.
- Support recruitment, onboarding and staff development as the business grows.
- Promote excellent communication, professionalism and customer service standards throughout the business.
Service Delivery & Operational Management
- Take ownership of the day-to-day delivery of our managed IT services.
- Ensure tickets are prioritised, allocated and managed effectively in accordance with Service Level Agreements (SLAs).
- Monitor ticket quality, and ensure it is maintained at the agreed standard.
- Act as the senior escalation point for high-priority incidents and complex customer issues.
- Ensure clients receive proactive, quality communication throughout the lifecycle of support requests.
- Work closely with the technical team to maintain consistently high standards of service delivery.
- Support engineers with technical guidance where appropriate and maintain sufficient technical knowledge to assist during major incidents (this may include carrying out some support duties at busy times).
Business Operations
- Work closely with the Director to support the continued growth and development of the business.
- Develop, monitor and report on operational Key Performance Indicators (KPIs).
- Produce regular management reports and service performance analysis.
- Monitor team workload and carry out resource planning.
- Ensure operational processes remain efficient, scalable and aligned with business objectives.
- Identify opportunities to improve efficiency through better processes, automation and technology.
Client Relationships
- Build trusted and reliable relationships with our clients and become their trusted point of contact.
- Carry out and review ticket follow-ups to ensure customer satisfaction and feed these back for regular client meetings.
- Identify service improvements that can be made to improve the customer experience.
- Work alongside account management and sales activities to identify opportunities for additional services where appropriate.
- Handle complex customer complaints and ensure timely resolution with a positive outcome.
Project & Resource Management
- Coordinate resources across support so projects can be delivered effectively.
- Assist with planning and scheduling projects to ensure successful and realistic delivery.
- Monitor project progress, resource allocation and timescales.
- Work with technical teams to ensure smooth transitions between project delivery and support desk roles.
Continuous Improvement
- Continually review existing business processes and identify opportunities for improvement.
- Drive standardisation across documentation, procedures and service delivery.
- Promote best practice throughout the business.
- Support implementation of new systems, tools and automation initiatives.
- Encourage a culture of continuous learning and improvement.
About You
You will be an experienced leader who enjoys developing people, improving processes and delivering outstanding customer service to our customers.
You will be comfortable making decisions, managing priorities and working closely with both the technical team and the Director on a day-to-day basis.
Most importantly, you will share our commitment for delivering a reliable, friendly and professional service to all our clients.
If you're looking for an opportunity where your ideas are valued, your leadership makes a visible impact to the day-to-day operation, all while helping the continued growth of our MSP, then we look forward to reading your application!
Key Skills and Experience:
- Previous experience managing a Service Desk, Service Delivery or IT Operations team within an MSP.
- Experience leading and developing technical members of staff.
- Excellent written and verbal communication and interpersonal skills.
- Strong focus on customer service.
- Experience managing SLA’s and KPI’s.
- Strong understanding of Microsoft 365 and modern cloud technologies.
- Good networking knowledge.
- Good general IT knowledge
- Experience using PSA platforms and RMM tools.
- Excellent organisational and time management skills.
- Strong analytical and problem-solving abilities.
- Commercial awareness and ability to prioritise business objectives.
Desirable Skills:
- Experience with HaloPSA.
- Experience with Ninja RMM
- Knowledge of ITIL or service management frameworks.
- Experience managing business administration teams.
- Experience implementing process improvements or automation.
- Project management experience.
- Knowledge of Microsoft Azure, Microsoft Intune and Cyber Security best practices.
- Experience supporting business growth within an MSP.
Why Join iZan Business Solutions?
We offer a range of benefits to make your time with us rewarding:
- Working hours: Monday–Friday, 8:00am – 4:30pm
- Friendly team culture and a varied workload: – No two days are the same
- Modern Tools: Gain hands-on experience with modern tools and platforms: RMM, HaloPSA, TeamViewer, Microsoft 365, Azure, Intune, SharePoint
- Birthday = Holiday: Enjoy your special day as an extra day of paid leave.
- Free parking: Our office includes free parking for all employees.
- Developing our business: Opportunity to help shape iZan Business Solutions.
- Progression: As the company continues to grow there will be opportunities to extend management responsibilities and progress into new roles.
Pay: £33,000.00-£40,000.00 per year
Benefits:
- Free parking
- On-site parking
Application question(s):
- How many years of experience do you have directly managing or leading an IT support or service desk team?
- A customer complains that a ticket has been open too long with poor communication. The engineer says they are too busy and waiting for a third party. How would you handle this situation?
- iZan Business Solutions has grown quickly by providing a very personal and responsive service to our clients. As the business continues to grow, one of the challenges is maintaining this high level of customer experience while increasing the size of the team and client base.
As our IT Service Delivery Manager, what steps would you take to help us scale successfully without losing the quality of service our clients expect?
Work Location: In person
