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-£44,000.00 per year
Benefits:
- Casual dress
- Company pension
- Free parking
- On-site parking
Experience:
- IT Service Delivery Manager: 5 years (required)
Work Location: In person
