Service delivery Manager

Overview

In this Service Desk Manager role, you will oversee the MSP service desk to ensure reliable SLA delivery and strong customer experience. You’ll lead multi-site service desk leaders, drive continuous process improvements, and monitor feedback and major incidents. You will partner with Operations to coach teams, optimize ticket lifecycles, and maintain high engagement. This is a hands-on leadership position in a customer-focused MSP environment where improving service quality across locations is key.

Responsibilities

• Own and drive SLA performance and service delivery across the service desk with support from the Operations Manager
• Ensure effective ticket lifecycle management (logging → escalation → resolution) and escalate appropriately
• Review ticket audits, provide coaching/training, and run periodic incentives to maintain engagement
• Monitor customer feedback and NPS; act as escalation point for customer issues and major incidents
• Provide line management for team leaders across multiple locations; conduct 1:1s, skills reviews, recruitment and onboarding
• Maintain and deliver product/service training and coordinate external supplier training
• Improve and document service desk processes and ensure adherence to business controls (ISO 27001, policies, H&S)
• Foster cross-team communication (service desk, procurement, account management) to ensure seamless customer experience

Key requirements

• 3+ years’ experience managing a service desk team of 20+ within an MSP/managed service environment
• Strong knowledge of Windows, Microsoft 365/cloud services, networking fundamentals, endpoint management and security tools
• Experience supporting SME clients across multiple industries
• Hands-on with ticketing systems (e.g. Freshservice) and reporting
• Proven track record managing SLAs, KPIs and delivering in customer-focused environments
• Experience personally handling escalations and major incidents through to resolution

• Hands-on, lead-from-the-front mentality
• Customer-first mindset
• Highly organised with strong multitasking ability
• Windows
• Microsoft 365/cloud services
• Networking fundamentals

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