About Aspen Solutions
Founded in 1998, Aspen Solutions is one of Scotland's largest privately owned IT Managed Service Providers. With a strong reputation built over 25+ years of delivering scalable managed solutions, we are now entering our most ambitious phase of growth.
Having recently secured contracts across the UK, Holland, and Luxembourg, we are expanding our reach as a pan-European service provider. Our 3-year plan will see us grow to 110+ people across multiple UK and European offices, and this role is central to making that happen.
Everything we do is guided by a simple philosophy: Elevate our business, Succeed together, and take Pride in our achievements. We have strong foundations, a proven track record, and a clear vision for where we're going. Now we need the right people to help us get there.
As an independent, owner-managed business, your voice will matter. You won't be a number in a corporate MSP. You'll be a leader shaping how we deliver service as we scale.
About the Role
We are seeking a strong, experienced Service Delivery Lead to take ownership of our reactive service delivery and safeguard the customer journey across our teams in the UK, India, South Africa, and Europe.
You will not be expected to personally resolve every technical issue. Instead, you will take full accountability for ensuring that every incident is professionally owned, clearly communicated, and effectively resolved through strong coordination across teams.
This role is the customer's champion inside Aspen and a key voice in shaping "The Aspen Way," our evolving approach to how we deliver service excellence consistently as we grow.
An IT background isn't essential. We are looking for a candidate with a genuine passion for customer service and people.
What We Are Looking For in a Candidate
* Someone who takes real pride in the level of customer service they deliver, who does the job well, goes the extra mile, and does the right thing even when no one is watching.
* Someone who is passionate about people, building genuine rapport with clients, caring about their business, and investing in the growth of our engineering team through coaching and knowledge-sharing.
* Someone who brings a no-drama, solutions-focused attitude, willing to try new approaches, stay until the job is done, and keep on top of the detail.
* Someone who is a natural problem solver, curious, hungry for improvement, and always looking for a better way to do things.
Key Responsibilities
Customer Journey Ownership
* Take full accountability for the lifecycle of customer incidents and service requests.
* Build genuine relationships with clients, not just managing tickets, but understanding their businesses and what matters to them.
* Ensure clear communication, proactive expectation management, and visible ownership at every stage.
* Maintain control of escalations until resolution.
Service Performance & SLA Leadership
* Own SLA adherence and service quality standards.
* Monitor ticket flow, performance metrics, and risk indicators.
* Maintain strong operational discipline across the team.
Leadership & Team Development
* Lead, manage, and hold engineers accountable for performance standards.
* Foster a culture of learning, mentorship, and knowledge-sharing across the team.
* Manage rota planning and resource allocation.
* Develop capability, build confidence, and reinforce service professionalism.
Escalation & Risk Management
* Act as senior operational escalation point.
* Coordinate cross-functional resolution where required.
* Protect customer relationships during service disruption.
Continuous Improvement
* Drive reduction of repeat incidents.
* Improve operational workflows and service maturity.
* Play a key role in embedding "The Aspen Way", our standardised approach to consistently excellent service delivery.
* Strengthen reporting and performance transparency.
What We Are Looking For
* Proven leadership experience within a customer service environment.
* Strong understanding of SLA-driven service models.
* A confident operational decision-maker who can manage pressure with composure.
* An empathetic communicator with a genuine customer-first mindset.
* Comfortable managing cross-functional coordination across multiple geographies.
* Someone who leads by example — positive, accountable, and invested in their team's success.
What Success Looks Like
* Your team is engaged, developing, and pushing themselves technically and professionally.
* Customers feel genuinely valued, informed, and confident in our service.
* Escalations are controlled and resolved efficiently.
* You are recognised as the person who sets the standard for how Aspen delivers.
Why Join Aspen?
* Be part of something growing. We're scaling from a strong Scottish base to a pan-European MSP, and this role is pivotal to that journey.
* Your voice matters. As an owner-managed business, we're small enough for you to shape how we operate, but ambitious enough to give you a real platform.
* We back our service. We offer new MSP clients a 3-month money-back guarantee. That's the level of confidence we have in our delivery, and this role is at the heart of it.
* Invest in your development. Professional development support, clear progression, and the opportunity to build your leadership career as we grow.
* A culture that means it. Collaborative, accountable, no drama. We care about our people and we care about doing good work.
* Competitive salary and benefits package.
Industry
* IT Services and IT Consulting
Employment Type
Full-time
Job Types: Full-time, Permanent
Pay: £45,000.00-£55,000.00 per year
Benefits:
* Canteen
* Company events
* Company pension
* Discounted or free food
* Free flu jabs
* Free parking
* Life insurance
* On-site gym
* On-site parking
Work Location: In person