Service Delivery Manager

Technical Service Delivery Manager
Hybrid - Locations: Greater Manchester, South West, Northamptonshire or London

Are you a customer-obsessed IT leader with a knack for managing complex service environments and building long-term client relationships? We're currently recruiting for an experienced Technical Service Delivery Manager to join a fast growing business.

Key Responsibilities:

Service Delivery Excellence

• Own operational targets and ensure services are running smoothly, securely, and efficiently.
• Use ITSM tools to log, track, and resolve issues with precision.
• Ensure full ITIL alignment Incident, Problem, Change, and Continual Improvement are your bread and butter.
• Work across infrastructure and cloud (Azure, AWS) to provide hands on technical guidance when needed.
• Champion service excellence across Microsoft, AD, O365, Networking, and cloud infrastructure.

Customer Relationship Management

• Lead regular service review meetings and act as the go-to contact for your portfolio of clients.
• Build lasting relationships by understanding each client's goals, pain points, and success metrics.
• Handle escalations like a pro and mitigate risks before they become issues.

Data-Driven Reporting

• Monitor and report SLA metrics transparency is key.
• Create detailed service reports and forecasts to guide strategic planning.
• Keep documentation airtight and current.

Collaboration & Growth

• Work alongside sales and solution architects to identify service growth opportunities.
• Shape IT strategies and roadmaps aligned to client needs and industry trends.
• Mentor service delivery colleagues and contribute to a high-performance culture.

Process & Problem Solving

• Dig deep into root causes, streamline processes, and drive service innovation.
• Work cross-functionally to create smarter workflows and enhance client outcomes.

Continuous Improvement

• Actively participate in workshops, training, and process reviews.
• Help design and implement service delivery best practices.

Experience Required:

• Experience in a Service Delivery role (ideally in an MSP or multi-client environment).
• Experience in a leadership or managerial capacity.
• Proven ability to manage medium to large scale client environments (500+ users).
• Experience across Microsoft stack, networking (WAN, LAN, SD-WAN, Wi-Fi), infrastructure, and cloud (Azure, AWS).
• Outstanding communication, problem-solving, and stakeholder management skills.
• Passion for service excellence and a proactive approach to continuous improvement.

Advantageous:

• ITIL qualification (intermediate or higher preferred).
• Experience with Autotask or similar ITSM tools.
• Project or transition management experience.
• Customer excellence training or certifications.

What's In It for You:

• Hybrid working (3 days in-office, 2 from home).
• 25 days holiday (rising to 30), plus bank holidays and optional unpaid leave.
• Career development through a structured mentoring and progression plan.

If you're passionate about delivering technical services and looking for a role that mixes strategic thinking with hands on impact, send your cv

At Gleeson Recruitment Group, we embrace inclusivity and welcome applicants of all backgrounds, experiences, and abilities. We are proud to be a disability confident employer.

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