Job Description
IT Service Delivery Manager - Bracknell (Hybrid) - MSP - £43k-£47k
Do you thrive in leadership roles and want to join a growing MSP that truly invests in its people?
Due to continued expansion, a dynamic Managed Services Provider based in Bracknell is looking for an IT Service Delivery Manager to lead their 7-person service desk team. Supporting over 60 clients, this MSP prides itself on a collaborative culture, excellent customer service, and strong technical delivery.
You'll step into a key leadership role where your experience in service management, people development, and operational excellence will directly shape the continued growth and maturity of the support function. This position is hybrid working, office-based 3 days per week.
Responsibilities include:
* Lead and develop a 7-person service desk team, providing coaching, 1-1s, and clear performance management.
* Oversee day-to-day service operations ensuring SLAs, KPIs, and customer satisfaction targets are consistently achieved.
* Act as the senior point of escalation for technical issues and major incidents, coordinating effective resolutions.
* Run weekly team meetings and ensure processes, standards, and workflows are consistently followed.
* Monitor service performance, ticket queues, and trends to drive continuous service improvement.
* Manage resource planning including holiday scheduling and ensuring adequate cover.
* Conduct and communicate Post-Incident Reviews (PIRs) and support proactive problem management efforts.
* Collaborate with internal teams and account managers to support client roadmaps and service quality.
* Support recruitment, onboarding, and training of new team members.
* Maintain and refine ITIL-aligned processes, documentation, and service desk standards.
To succeed in this role, you'll need:
* Experience managing an IT Service Desk or Service Delivery function within an MSP.
* Strong leadership and people-management skills with a calm, structured approach to escalations.
* Solid understanding of IT operations and ITSM frameworks (e.g., ITIL).
* Excellent communication skills and the ability to prioritise effectively in a fast-paced environment.
* Familiarity with tools such as ConnectWise Manage, NinjaOne (advantageous but not essential).
What you'll get:
* £43,000-£47,000 starting salary (DOE)
* Hybrid working - 3 days per week in the office
* 22 days annual leave + Birthday off
* 9.5-day fortnight after probation
* Pension scheme
* Death-in-service cover
* Health care top-up
This is a brilliant opportunity to step into a leadership role within a supportive, fast-growing MSP where your expertise will genuinely influence service quality and team performance.
Interested?
Don't worry if your CV isn't up to date - reach out to Gianluca @ circlerecruitment (dot) com for a confidential chat.
Key words: ITIL, IT support manager, it manager, it serivce delivery manager, it team lead, office 365, msp, managed services, bracknell, berkshire, wokingham, reading, surrey, woking,
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