Service Delivery Manager
Location: Nationwide (Hybrid – Greater Manchester, South West, Northamptonshire or London)
Type: Permanent | Start Date: ASAP
Posted by: Gleeson Recruitment Group
Are you a customer-obsessed IT leader with a knack for managing complex service environments and building long-term client relationships? A fast-growing business is looking for an experienced Technical Service Delivery Manager to join their team.
Key Responsibilities
Service Delivery Excellence
- Take ownership of operational targets, ensuring services run smoothly, securely, and efficiently.
- Leverage ITSM tools to log, track, and resolve issues with precision.
- Operate in full alignment with ITIL (Incident, Problem, Change, Continual Improvement).
- Provide hands-on technical guidance across infrastructure and cloud (Azure, AWS).
- Promote service excellence across Microsoft, AD, O365, networking, and cloud environments.
Customer Relationship Management
- Lead regular service reviews and act as the go-to for your client portfolio.
- Understand client goals, pain points, and success metrics to build strong relationships.
- Manage escalations and proactively mitigate risks.
Data-Driven Reporting
- Monitor and report SLA metrics with transparency.
- Produce detailed service reports and forecasts to support strategic decisions.
- Maintain accurate and up-to-date documentation.
Collaboration & Growth
- Partner with sales and solution architects to uncover growth opportunities.
- Shape IT strategies and roadmaps aligned with client and industry needs.
- Mentor colleagues and contribute to a high-performance team culture.
Process & Problem Solving
- Conduct root cause analyses and streamline service processes.
- Innovate workflows and drive client value through smart service delivery.
Continuous Improvement
- Participate in workshops, training sessions, and service reviews.
- Contribute to the development and implementation of best practices.
Requirements
Essential:
- Proven experience in a Service Delivery role, preferably in an MSP/multi-client environment.
- Leadership or managerial experience.
- Managed environments of 500+ users.
- Solid technical background across Microsoft stack, networking (WAN, LAN, SD-WAN, Wi-Fi), and cloud (Azure, AWS).
- Strong communication, stakeholder engagement, and problem-solving skills.
- Proactive mindset focused on continuous improvement.
Desirable:
- ITIL certification (Intermediate or higher preferred).
- Familiarity with Autotask or similar ITSM tools.
- Project or transition management experience.
- Customer excellence certifications or training.
Benefits
- Hybrid working model (3 days in-office, 2 remote).
- 25 days holiday (rising to 30), plus bank holidays and optional unpaid leave.
- Structured mentoring and career development plan.
If you’re passionate about delivering technical services and enjoy blending strategic thinking with hands-on impact, we want to hear from you.
Apply Now: Click here to apply
Note: Gleeson Recruitment Group is a Disability Confident Employer and welcomes applications from all backgrounds.
