Location: Edinburgh (Hybrid)
Employment type: Full-time
About Texaport
Texaport is an established Managed Service Provider (MSP) and cyber security consultancy firm, empowering organisations with transformative IT and security services. We pride ourselves on delivering exceptional customer service, robust security solutions, and innovative strategies that allow our clients to focus on what they do best.
The Role
We're looking for a Service Delivery Manager to oversee the successful delivery of IT support and managed services across our client base. This role is central to maintaining our reputation for excellence, ensuring client satisfaction, and embedding a security-first mindset in everything we do.
As Service Delivery Manager, you'll lead the coordination of our service teams, manage performance against SLAs, and act as an escalation point for clients. You'll be responsible for building strong relationships, ensuring smooth day-to-day operations, and driving continual service improvement.
Key Responsibilities
* Manage the end-to-end delivery of IT support and IT projects, as well as managed services, ensuring SLAs, KPIs, and client expectations are consistently met.
* Lead, coach, and develop service desk and field engineering teams, fostering a culture of accountability and professional growth.
* Act as the senior escalation point for client issues, ensuring timely resolution and proactive communication.
* Monitor service performance and produce regular reports for clients and senior leadership.
* Drive continual improvement initiatives to enhance service quality, efficiency, and security resilience.
* Collaborate with technical specialists, project managers, and the leadership team to deliver a seamless client experience.
* Ensure compliance with relevant standards, frameworks, and best practices, including ITIL, ISO27001 and Cyber Essentials Plus.
* Support new client onboarding and transitions, ensuring smooth handovers into operational service.
Skills & Experience
* Proven experience as a Service Delivery Manager (preferably within an IT services, MSP, or technology environment).
* Strong understanding of ITIL principles and service management best practices.
* Excellent leadership, people management, and stakeholder engagement skills.
* Experience managing client relationships at a senior level.
* Strong analytical and problem-solving ability, with a proactive and detail-oriented approach.
* Familiarity with cybersecurity frameworks and practices is highly desirable.
* Relevant ITIL or service management certifications are advantageous.
What We Offer
* Competitive salary based on experience.
* Hybrid working with flexibility to balance office and home working.
* Continuous professional development, including support with training and certifications.
* Opportunity to work with a forward-thinking MSP that places security, service excellence, and client success at its core.
* A collaborative, supportive team culture where your voice matters.
* Private Health Insurance