Service Delivery Manager

Overview

In this role you will lead and develop the Service Desk and Professional Services teams to drive service performance and customer satisfaction. You will partner with senior leadership to optimize delivery processes, support growth, and strengthen relationships with customers and internal stakeholders. You will oversee KPI and SLA management, resource planning, and continuous improvement across workflows and systems. This position offers high visibility and a chance to shape the future of service delivery in a scaling technology services business.

Responsibilities

• Lead and develop Service Desk and Professional Services teams
• Drive service performance, customer satisfaction, and operational excellence
• Act as senior escalation point for key customer issues
• Build strong relationships with customers and internal stakeholders
• Monitor and improve service KPIs, SLAs, and reporting
• Support resource planning, utilisation, and service efficiency
• Identify opportunities for process improvement and automation
• Collaborate with leadership to shape the future service delivery function
• Support continuous improvement initiatives across systems, workflows, and customer experience

Key requirements

• Previous experience in a Service Delivery Manager, Service Manager, or Operational Management role
• Strong leadership and team development skills
• Experience within an MSP, IT Services, Technology, or Managed Services environment
• Strong understanding of Service Desk operations and service management principles
• Excellent stakeholder and customer relationship management skills
• Commercial awareness and ability to balance customer outcomes with business objectives
• Proactive approach to problem solving and continuous improvement

• Leadership
• Stakeholder management
• Customer focus
• Service Desk operations
• Service management principles
• KPI and SLA management

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