Service Delivery Manager (MSP)
A truly exciting opportunity has arisen for an experienced professional to join a national IT Support and Telecoms company based in the Petersfield area. Our client is a leading UK provider of IT Support and Telecoms services, recognised for their strong values and commitment to delivering seamless service while making a genuine difference to both their clients and employees.
We are keen to speak with exceptional individuals who are self-motivated, results-driven, and possess proven technical expertise within the IT Managed Service sector. This role would suit someone eager to bring fresh ideas, with a strong desire to progress their career by taking on increased responsibility and developing into a future industry leader.
Main Responsibilities for the successful Service Delivery Manager:
* Lead and manage a team of technicians on a day-to-day basis, including workload planning, scheduling, performance management, and maintaining consistently high standards of service delivery.
* Oversee and support client IT environments, including hardware, software, servers, and network infrastructure, ensuring stability, security, and optimal performance.
* Take ownership of the technical onboarding of new clients, managing system setup, migrations, documentation, and smooth transition into support services.
* Build and maintain strong, long-term relationships with new, existing, and prospective clients through a proactive, service-led, and consultative approach.
* Provide on-site technical support at client locations when required, utilising a company pool vehicle, and acting as a trusted technical representative of the business.
* Deliver high-quality remote and telephone-based technical support, working collaboratively alongside the wider technical team.
* Ensure first-class technical, server, and infrastructure support across all client accounts, meeting or exceeding agreed service levels.
* Act as a senior technical escalation point for complex issues raised by both clients and internal technicians, ensuring timely and effective resolution.
* Monitor departmental performance against agreed KPIs, producing regular reports and insights to support continuous improvement.
* Stay current with emerging technologies, industry trends, and best practices, providing training, mentoring, and technical guidance to the team.
Main requirements for the successful Service Delivery Manager:
* Ideally 5+ years’ experience within the IT managed services industry, with a strong track record of delivering high-quality technical support.
* Proven experience working across a wide range of IT environments and supporting diverse client infrastructures and on-site locations.
* ITIL v4 certification or equivalent practical working knowledge of IT service management best practices.
* Strong, hands-on experience with Microsoft Server environments, from legacy versions (2003 onwards) through to current releases.
* In-depth knowledge of Microsoft 365, including implementation, administration, support, and tenant-to-tenant migrations.
* A hands-on leader who leads by example and actively supports team development and knowledge sharing.
* Forward-thinking and proactive, with a problem-solving mindset and the ability to identify and implement improvements.
* Excellent interpersonal and communication skills, with a proven ability to build and maintain strong, trusted relationships with clients.
* Full UK driving licence, with flexibility to attend client sites and on-call requirements using company pool vehicles.
* Positive, professional, and approachable attitude, contributing to a supportive and high-performing team culture.
What we offer to the successful Service Delivery Manager:
* Negotiable Salary £45,000-£55,000 per annum+ Bonus
* Monday to Friday- office based.
* Unrivalled career development prospects and opportunity to progress.
* Pension and Holiday ( 20 days + bank holidays + allowance to purchase extra holidays and carry to following year).
* Gym attendance is paid up to 50% per month (up to £50).
* 50% paid up to £100 for one off physical challenge events – e.g. tough mother, marathon etc.
* Up to 2 full volunteering days per year (prior notice and permission).
* Day off for your child’s first day at school.
* Your birthday off paid.
If you are driven and resilient professional with a desire to progress and be part of fantastic team, then this role is for you! Please do get in touch with us for more details !
Paradigm Employment Services Ltd is acting as an Employment Agency in relation to this vacancy