Service Delivery Lead up to £50,000 Onsite, Surrey Pearson Carter are currently working with a company that provides specialist IT support to schools, businesses and charities. Responsibilities include but are not limited to: Project and Quality Management Lead and manage customer-facing and internal technical projects from initiation to completion, allocating resources, communicating with customers, and ensuring projects are signed off. Coordinate with internal teams and external parties (suppliers, clients) to ensure seamless project and service delivery. Process, Policy, and Change Delivery Collaborate closely with the Technical Services Manager to design, refine, and implement new or improved service delivery processes and documentation in line with the TSM's strategic vision. Lead continuous improvement initiatives, often using ITIL best practices, ensuring new procedures are practical, scalable, and aligned with company standards. Service Performance and Client Liaison Serve as the main operational liaison between the MSP and assigned clients, ensuring customers are kept updated with timely, accurate, and supportive communication. Develop solutions to allow the Helpdesk Supervisor to monitor and report on service delivery metrics and SLAs (Service Level Agreements), ensuring compliance with contractual obligations. Assist in the preparation and presentation of service reports, dashboards, and KPIs (Key Performance Indicators) during regular service reviews with clients. Experience: Experience managing technical projects through to conclusion Experience working for an Microsoft Partner or an organisation supporting multiple clients Experience analysing existing IT operational procedures to identify bottlenecks, redundancies, or compliance gaps. Experience defining and enforcing documentation standards, templates, and style guides across an engineering organisation. Experience bridging the gap between technical engineering teams and non-technical stakeholders through clear process documentation Experience working for an MSP or an organisation supporting multiple clients. Experience of using Autotask and/or Datto RMM. ITIL 4 accreditation. Prince2 or similar Project Management accreditation Microsoft 365, SharePoint and Teams experience Salary: They offer an excellent salary package of up to £50,000 plus a benefits package. Location: The client is based in Surrey and you are required to be in office 5x days per week. How to Apply: Please apply asap with your CV to be considered for this position. You can also get in touch with me on Cameron.s@pearsoncarter.com or 0191 406 6111. Pearson Carter is the Global Leader in Microsoft Technology, Web, Mobile and Software Development Recruitment with specialist roles across the globe - www.pearsoncarter.com