IT Service Delivery Lead/Senior Service Manager
Employer:
Location:
Whitchurch, Shropshire
Pay:
£40,000 to £50,000 per year, depending on experience + benefits + career
Contract Type:
Permanent
Hours:
Full time
Disability Confident:
No
Closing Date:
05/06/2026
About this job
This is a great opportunity to join a long established, and continually growing business, where you will have the opportunity to take ownership of service delivery, to ensure continuous customer satisfaction.
You may currently be in an identical role, and seeking a fresh challenge, or you may be an experienced 2nd, 3rd line IT Support Engineer, and be seeking to utilize your skills in a slightly different role, with different responsibilities and lots of reward.
Service Delivery Lead / Senior Service Manager Role Purpose The Service Delivery Lead is responsible for the day to day running, quality, and performance of the support function.
This role exists to:
- Strengthen service delivery
- Relieve pressure on senior technical staff
- Provide a clear operational bridge between leadership and the support team
- Ensure service is consistent, measurable, and scalable as the business grows This is not just a senior technician role.
Key Responsibilities
Service Ownership: Take full ownership of how IT support is delivered across the business, ensuring a consistent, professional experience for clients.
Senior Support Relief & Escalation Control: Reduce reliance on senior engineers for reactive escalation by owning prioritisation, quality checking, and escalation decisions.
Team Coordination: Coordinate the support team day to day.
- Balance 1st / 2nd line capacity
- Ensure tickets move efficiently and don’t stall
Leadership Bridge: Act as the main go-between for the Managing Director and the support team.
- Translate business priorities into operational action
- Provide clear feedback on risks, capacity, and performance
KPI & Performance Management: Own and drive service KPIs, including.
- SLA performance
- Ticket ageing and backlog
- Escalation rates and repeat issues – KPIs are used to improve outcomes, not just produce reports.
Process & Structure Improvement: Continuously improve support processes and structure.
- Standardise how support is delivered
- Improve documentation and consistency
Autotask (PSA) Ownership: Ensure Autotask is used properly and consistently.
- Ticket quality and categorisation
- Meaningful reporting that supports decision making
Proactive Problem Management: Identify recurring issues or trends and push preventative fixes to reduce client impact and reactive workload.
Standards & Culture: Raise service standards while maintaining a supportive, no blame team culture where accountability and clarity are normal.
Scalable Service Design: Help ensure the support function is designed to scale with the business, reducing dependency on individuals and improving onboarding and growth readiness.
What Good Looks Like
- Senior engineers are protected and focused on high value work
- Support tickets are well managed, visible, and predictable
- Service KPIs are clear, trusted, and improving
- Autotask data is accurate and useful
- Clients experience consistent, professional service
- Leadership has clear visibility without being pulled into day to day support
Role Character
- Is operationally minded, not just technically focused
- Is comfortable coordinating people without heavy-handed management
- Enjoys turning “busy” environments into structured, resilient ones
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