It Service Delivery Manager

Join a highly successful IT MSP as a Service Delivery Manager.
THE ROLE
In this role, you will oversee the technical support teams so they provide excellent customer service in line with expectations and SLAs. Working with the department heads including Service Desk, Security Operations and Field Engineer teams, you will be responsible for ensuring high quality service remains at the forefront of the IOIT offering.
You must be willing to work in a lively environment alongside the wider team and will be involved in all aspects of support, as well as internal projects spanning all our departments. There is regular direct contact with clients at all levels.
KEY RESPONSIBILITIES:
- Manage department heads for Service Desk, SOC Analysts & our Field Engineers
- Ensure consistent high levels of service are provided by all the support teams
- Ensure the systems and tools used by support teams are both efficient for engineers and meet IOIT’s strict security requirements
- Develop and improve support team processes and working practices to facilitate the growth of the support teams and IOIT
- Capacity planning across the teams and ensuring teams grow in line with the IOIT growth roadmap
- Report to the Senior Leadership Team (SLT) on team performance based on agreed KPIs
- Ensure client Service Level Agreements (SLAs) are met across onsite and remote support endeavours
- Analyse, identify and recommend improvements based on performance trends
- Oversee the recruitment, training and development of technical engineers
- Work with the Account Management team to understand clients’ requirements and ensure we consistently offer the service to meet their needs.
- Understand client pain points and feedback, and work with department heads to resolve issues
KEY SKILLS & EXPERIENCE:
- 5+ years’ experience working in an MSP or equivalent Service Delivery organisation.
- Experience of leading growing teams and implementing change.
- Ability to work as part of a busy team, and maintain good working relationships to achieve overall team and company goals.
- A confident communicator at all levels, presenting a professional image at all times.
- Ability to quickly identify and solve problems and work to minimise their impact.
- Strong organisational skills – an ability to plan and prioritise workload and adapt to changing circumstances.
- A technical background with the ability to engage with technical staff.
- Understanding of budgeting for staffing and operational costs.
SALARY & BENEFITS:
- £60,000 - £70,000, dependent on experience
- 21 days holiday, public holidays + your birthday off
- 1 day off to volunteer
- Enhanced maternity & paternity packages
- Private healthcare after 6 months, plus 40% off gym membership
- Great pension scheme from day one
- Environmentally friendly initiatives, including Cycle to Work and Electric Car schemes
- Regular social events (pool, darts, minigolf, sailing and more!).
All applicants must currently have the permanent right to work in the UK; visa applications will not be considered.