IT Service Delivery Manager
Location – Chandlers Ford
Established and trusted IT Managed Services company have an urgent requirement for an experienced and customer focused IT Engineer to join their team in a Service Delivery Management and operational capacity based at their beautifully refurbished head office located perfectly in Chandlers Ford.
My client is an ISO accredited growing managed IT support company based in Chandlers Ford, Eastleigh, Hampshire providing IT support, Cyber Security, VoIP and Cloud services to businesses across the South Coast and beyond.
The Role
My client is seeking a commercially minded and experienced IT Service Delivery professional to oversee the delivery of high-quality IT services to their clients. This role ensures operational excellence, client satisfaction, and continuous improvement across service delivery functions.
The ideal candidate will ideally have a background as an IT Support Engineer within First and Second Line IT Support but with a key focus on customer service and satisfaction, managing KPI’s and SLA’s and be experienced in Incident, Problem and Change Management and resolution.
This individual will oversee and manage the service delivery within the business and act as a first point of contact for client escalations and service reviews. The successful candidate will have technical skills but demonstrate a passion for customer excellence.
The position is of a full time and permanent nature and will be predominantly office based with some flexible hybrid working available.
Key Duties & Responsibilities
* Lead and manage the IT service delivery team to meet SLAs and KPIs.
* Oversee incident, problem, and change management processes.
* Act as the primary point of contact for client escalations and service reviews.
* Collaborate with technical teams to ensure seamless service transitions and implementations.
* Monitor performance metrics and drive service improvement initiatives.
* Maintain documentation and compliance with ITIL best practices.
* Manage vendor relationships and third-party service providers.
* Support business continuity and disaster recovery planning.
Experience & Skills
* Proven experience in IT service delivery or IT operations management.
* Strong understanding of technical support on a 1st or 2nd line knowledge base.
* Excellent communication and stakeholder management skills.
* Experience with PSA ticketing systems (Halo).
* Ability to lead cross-functional teams and manage competing priorities.
* Familiarity with Cybersecurity and patch management practices is a requirement.
My client offers a competitive salary and benefits alongside a superb working environment within a friendly, professional and supportive team and there are excellent opportunities for further development within the industry. Vendor accredited training will be available and subsidized in a variety of areas. The company is growing at a very fast rate and want their staff to grow with them.