Location: West Midlands (5 days a week onsite)
Must have MSP experience
My client is looking for a Service Delivery Manager to lead service operations across the Midlands region within a fast-growing managed services environment.
This is a senior leadership role focused on service excellence, team development, and customer experience. You’ll ensure consistent, high-quality IT service delivery while helping integrate multiple teams into a single, unified operating model.
Rather than hands‑on technical delivery, this role is about ownership, leadership, continuous improvement, and building a high‑performing service culture.
You’ll oversee service desk, incident, major incident, problem management, and monitoring functions, ensuring customers receive proactive, reliable, and value‑driven support.
A key part of the role is aligning teams from recent acquisitions, embedding consistent ways of working, and identifying and developing future leaders within the business.
Service Delivery & Operations
- Own service delivery performance across the Midlands region
- Ensure SLAs are consistently met or exceeded
- Lead major incident and escalation management with clear communication
- Drive root cause analysis and service improvement initiatives
- Track KPIs and service performance metrics
- Standardise tools, processes, and operational best practice across teams
Client Engagement & Strategy
- Act as senior operational contact for key clients
- Lead service reviews and ensure clear actions and outcomes
- Support technology roadmaps and long‑term planning discussions
- Work closely with account and project teams for seamless service transition
- Manage escalations and ensure effective resolution
Leadership & People Management
- Lead, coach, and develop engineering and service teams
- Conduct 1:1s, appraisals, and personal development planning
- Build a strong customer‑first and performance‑driven culture
- Recruit and onboard new team members in line with growth plans
- Unify service teams across multiple business units
- Define and embed a single operating model
- Deliver training and capability development programmes
- Support ongoing acquisition integration and alignment
Stakeholder Management
- Represent service delivery in leadership forums
- Provide clear reporting on performance, risks, and improvements
- Manage vendor and third‑party relationships where required
What We’re Looking For
- 5+ years’ experience in IT service delivery leadership
- Background within a Managed Service Provider environment
- Strong people leadership and team development experience
- Confident client and stakeholder management skills
- Solid understanding of ITIL principles
- Experience working with KPIs and service reporting
- Good technical awareness (M365, Azure, infrastructure, networking, cyber security, telecoms)
- Experience in post‑acquisition integration or organisational change
- ITIL certification or formal leadership training
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