Managed Service Delivery Lead
Birmingham 1-2 days per month
Competitive salary
About the Role
My client is seeking an experienced Service Delivery Lead to oversee the successful delivery of Managed Services across a portfolio of customers. This role provides operational leadership, ensuring consistent service performance, strong SLA adherence, and effective management of major incidents and escalations.
You will act as a key point of escalation for clients, lead regular service reviews, and ensure smooth transition of services from project delivery into BAU. The role also plays a key part in commercial oversight, including support forecasting and month-end financial reporting.
Alongside service ownership, you will lead and develop Managed Service Team Leads, driving performance, capability growth, and a culture of continuous improvement across the function.
Key Responsibilities
* Lead the delivery of Managed Services across all clients, ensuring high-quality service and SLA compliance.
* Act as escalation point for major incidents and high-priority service issues.
* Lead client service reviews, providing performance insight, risks, and improvement plans.
* Oversee the transition of services from project delivery into BAU support.
* Manage small change delivery and service enhancement requests.
* Support commercial activities including support charge estimation, contract input, and renewals.
* Lead month-end financial reporting and reconciliation for Managed Service accounts.
* Provide forecasting and insight on service trends, capacity, and demand.
* Manage and develop Managed Service Team Leads, ensuring strong performance and engagement.
* Drive continuous improvement initiatives across tools, processes, and service delivery.
* Ensure effective governance, operational discipline, and adherence to best practice.
Skills & Experience Required
Essential
* Proven experience in Service Delivery or Managed Services leadership roles.
* Strong background in SLA management, incident management, and operational service governance.
* Experience leading client-facing service reviews and stakeholder engagement.
* Strong financial awareness including forecasting, budgeting, or charge management.
* Experience managing teams or team leads in a service environment.
* Understanding of Microsoft technologies including Power Platform, Azure, SharePoint, and integrations.
* Strong communication, leadership, and organisational skills.
Desirable
* Experience within a Microsoft Partner or Managed Service Provider environment.
* Understanding of Enterprise Architecture, Application Lifecycle Management, and Change Management.
* Experience working with Microsoft-based enterprise solutions at scale.
* Exposure to automation, service improvement, or DevOps practices.
About the Company
A Microsoft Digital Transformation Partner delivering enterprise-grade solutions across Dynamics 365, Power Platform, and Azure. The organisation is focused on helping clients transform operations through modern, scalable, and data-driven technology services.
If this sounds like you, please apply directly for consideration.