Service Delivery Manager

5 days ago

Sheffield, Sheffield, United Kingdom Searchability® Full time

Service Delivery Manager

Due to further growth, my client is looking for a dynamic leader who has a passion for delivering outstanding IT Support services.

  • Hybrid position – 3 days a week in the office - Central Sheffield
  • Salary up to £55,000 p/a
  • Looking to get someone started ASAP so this will move quickly.

This is a fantastic opportunity to lead the service delivery function of our MSP, overseeing daily operations and ensuring high levels of client and customer satisfaction. You will play a pivotal part in the team leadership and strategic planning to support the wider goals of the Operations Department.

My client is expanding – reaching new markets and territories as well as enhancing their services. With fresh investment, they are looking for senior members to add to the management team to support their ambitious journey while maintaining the high standards they are known for.

Responsibilities:

  • Oversee service operations to ensure exceptional results for clients within the IT Solutions team
  • Maintain a customer-first approach, ensuring support teams consistently deliver a high-quality service
  • Analyse ticket performance through dashboards, offering insights and trend assessments
  • Manage and support the Incident Management process, including after-hours coverage
  • Maintain compliance with the Zendesk ticketing system
  • Ensure KPIs and client SLAs are met, and performance trends are evaluated.
  • Work closely with Client Account Managers and Customer Success Managers to ensure communication is clear at all times
  • Oversee the transition of new clients and sites into service delivery operations
  • Collaborate with sales to drive the success of new projects
  • Manage one-on-one meetings, performance appraisals, risk assessments, and recruitment

Requirements:

  • Proven managerial and leadership experience – heading up teams in a fast-paced technical support environment
  • Extensive experience in IT service desk operations from 1st to 3rd line escalations
  • Experience in client management and building strong professional relationships
  • Expertise in incident management and resolution
  • Proven ability to set, meet and exceed SLA and KPI targets
Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Information Technology

Industries

IT Services and IT Consulting

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