Maraki IT Recruitment is partnering with a growing and highly reputable Managed Services Provider (MSP) based in North London to appoint an experienced Service Desk Manager / Service Delivery Manager to lead their service operations in London. This is an excellent opportunity for someone to take ownership of a service desk function, drive operational improvements, and play a key role in delivering exceptional service to a diverse client base. You will work closely with technical teams, leadership, and clients to ensure services are delivered efficiently, profitably, and in line with agreed SLAs. Why Join? Leadership role within a growing MSP Opportunity to shape and improve service delivery processes Flexible Hybrid working environment, work from home Performance-related bonus linked to service performance and P&L Opportunity to develop engineers and build high-performing teams Genuine career progression opportunities The Role As Service Desk Manager, you will be responsible for the day-to-day management of the service desk and overall service delivery function. You will ensure clients receive a consistently high level of support while driving operational efficiency across the team. Key responsibilities include: Leading and managing the Service Desk / Service Delivery team Overseeing ticket management, dispatch and escalation processes Ensuring services are delivered to SLA and profitability targets Producing service performance reports, KPIs and metrics Managing remote monitoring and service management platforms Identifying trends and implementing service improvements Supporting the development and progression of technical engineers Building strong client relationships and attending client meetings Driving continuous improvement across service operations About You You will be an experienced service leader who thrives in a fast-paced MSP environment and is passionate about delivering exceptional client service. Youll ideally have: Experience managing a Service Desk, Service Delivery or IT Support team Experience working within an MSP / Managed Services environment Strong knowledge of IT infrastructure, support operations and service management Experience using RMM tools, ticketing systems and monitoring platforms Ability to produce management reports, KPIs and performance metrics Strong stakeholder and client engagement skills A proactive mindset with the ability to drive service improvements Relevant certifications (Microsoft, Cisco, VMware, Citrix) are advantageous Whats On Offer Competitive base salary Performance-related bonus linked to service performance and P&L Leadership role within a growing and reputable MSP Opportunity to shape service delivery strategy Clear career progression opportunities