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What's my mission?

Working as our Service Delivery Manager, we can promise you that no one day will be the same, but some of the main responsibilities and focus will be supporting and managing a team of IT Support engineers. You will thrive in a customer focused environment and will be able to manage multiple workflows at any one time. A selection of some of the things that you may be responsible for are detailed below:.

• Monitoring trends within the team to identify issues, resolve and suggest measures to be put in place for long term resolution.


• Instilling rigorous practices within the technical team, ensuring complete and accurate logging of all calls and incidents. Conducting evaluations on core metrics such as logged calls and resolution times


• Supporting our VIP customers with any complex technical support needed


• Being the escalating point for our IT engineers


• Managing and coordinating urgent and complicated support issues


• Responsibility for process and service improvements

• Assisting the Group Service Delivery Director with the major incident process from start to completion


• Supporting, training and coaching the team of engineers.

• Building team spirit and motivating team members.

Who will I be working with?

We are a small and friendly team, you will be supervising our IT Engineers. You will engage with our customers across the group. You will participate in management meetings with the Group Service Delivery Manager.

What do I need? As you will be working within a team environment and speaking to customers on a daily basis, then your communication and customer service skills must be very strong. A good work ethic and level of professionalism and a desire to develop your skills will also be required. You will have previous experience of managing a team within an IT environment, preferably within a MSP operation. Ideally you will have the following skills:

• Experience of being responsible for IT Service Management (ITSM) tool set and constant upkeep to ensure tools are fit for purpose and working as required.


• Experience of leading an IT service delivery team and sound knowledge of problem management and incident management processes.


• A technical background is essential, we will need you to have a good working knowledge of relevant technologies such as Windows Operating Environment, Cloud Services, Virtualisation, Hosting, Networking, Storage.


• Previous experience of managing a team will mean that you will be confident in managing performance, carrying out appraisals, coaching, training and developing your team of engineers.

• Ideally you will have worked within a MSP environment before, and will not be phased by working on different systems across our customers products.

• Like us, you will have a passion for continuous development and development opportunities will always be available to you.

We work hard and we play hard – just a few of our Benefits include:

• 25 days holiday, plus UK Bank Holidays


• A day off to celebrate your birthday.


• Life insurance.


• Group Income Protection.


• EAP – 24-hour support to help with all of life’s challenges.

This is a fantastic opportunity to join a growing company who would offer further training and development opportunities to the right individual. Interested? Please apply with your CV and covering letter and we'll be in touch!