Job Description
This is a great opportunity to join a long established, and continually growing business, where you will have the opportunity to take ownership of service delivery, to ensure continuous customer satisfaction. You may currently be in an identical role, and seeking a fresh challenge, or you may be an experienced 2nd, 3rd line IT Support Engineer, and be seeking to utilise your skills in a slightly different role, with different responsibilities and lots of reward.
Service Delivery Lead / Senior Service Manager
Role Purpose
The Service Delivery Lead is responsible for the day-to-day running, quality, and performance of the support function.
This role exists to:
* Strengthen service delivery
* Relieve pressure on senior technical staff
* Provide a clear operational bridge between leadership and the support team
* Ensure service is consistent, measurable, and scalable as the business grows
This is not just a senior technician role. It combines technical understanding with operational leadership and service ownership.
Key Responsibilities
1. Service Ownership
Take full ownership of how IT support is delivered across the business, ensuring a consistent, professional experience for clients.
2. Senior Support Relief & Escalation Control
Reduce reliance on senior engineers for reactive escalation by owning prioritisation, quality checking, and escalation decisions.
3. Team Coordination
Coordinate the support team day-to-day:
* Manage workload allocation
* Balance 1st / 2nd line capacity
* Ensure tickets move efficiently and don’t stall
4. Leadership Bridge
Act as the main go-between for the Managing Director and the support team:
* Translate business priorities into operational action
* Provide clear feedback on risks, capacity, and performance
5. KPI & Performance Management
Own and drive service KPIs, including:
* SLA performance
* Ticket ageing and backlog
* Escalation rates and repeat issues
* KPIs are used to improve outcomes, not just produce reports.
6. Process & Structure Improvement
Continuously improve support processes and structure:
* Standardise how support is delivered
* Reduce inefficiencies
* Improve documentation and consistency
7. Autotask (PSA) Ownership
Ensure Autotask is used properly and consistently:
* Ticket quality and categorisation
* Clear workflows
* Meaningful reporting that supports decision-making
8. Proactive Problem Management
Identify recurring issues or trends and push preventative fixes to reduce client impact and reactive workload.
9. Standards & Culture
Raise service standards while maintaining a supportive, no-blame team culture where accountability and clarity are normal.
10. Scalable Service Design
Help ensure the support function is designed to scale with the business, reducing dependency on individuals and improving onboarding and growth readiness.
What Good Looks Like
* Senior engineers are protected and focused on high-value work
* Support tickets are well-managed, visible, and predictable
* Service KPIs are clear, trusted, and improving
* Autotask data is accurate and useful
* Clients experience consistent, professional service
* Leadership has clear visibility without being pulled into day-to-day support
Role Character
This role suits someone who:
* Has strong service delivery experience
* Is operationally minded, not just technically focused
* Is comfortable coordinating people without heavy-handed management
* Enjoys turning “busy” environments into structured, resilient ones
This is a great opportunity to join a long established, and continually growing business, where you will have the opportunity to take ownership of service delivery, to ensure continuous customer satisfaction. You may currently be in an identical role, and seeking a fresh challenge, or you may be an experienced 2nd, 3rd line IT Support Engineer, and be seeking to utilise your skills in a slightly different role, with different responsibilities and lots of reward.