Technical Service Delivery Manager

Role: Technical Service Delivery Manager

Location: Coventry (Hybrid)

Salary: £55,000 - £60,000 DOE + Benefits

(Must have MSP experience)

(Must have good technical awareness (M365, Azure, infrastructure, networking, cyber security, telecoms)

My client is looking for a Service Delivery Manager to lead service operations across the Midlands region within a fast-growing managed services environment.

This is a senior leadership role focused on service excellence, team development, and customer experience. You’ll ensure consistent, high-quality IT service delivery while helping integrate multiple teams into a single, unified operating model.

Rather than hands-on technical delivery, this role is about ownership, leadership, continuous improvement, and building a high-performing service culture.

You’ll oversee service desk, incident, major incident, problem management, and monitoring functions, ensuring customers receive proactive, reliable, and value-driven support.

A key part of the role is aligning teams from recent acquisitions, embedding consistent ways of working, and identifying and developing future leaders within the business.

Service Delivery & Operations

• Own service delivery performance across the Midlands region
• Ensure SLAs are consistently met or exceeded
• Lead major incident and escalation management with clear communication
• Drive root cause analysis and service improvement initiatives
• Track KPIs and service performance metrics
• Standardise tools, processes, and operational best practice across teams

Client Engagement & Strategy

• Act as senior operational contact for key clients
• Lead service reviews and ensure clear actions and outcomes
• Support technology roadmaps and long-term planning discussions

Leadership & People Management

• Lead, coach, and develop engineering and service teams
• Conduct 1:1s, appraisals, and personal development planning
• Build a strong customer-first and performance-driven culture
• Recruit and onboard new team members in line with growth plans

Integration & Continuous Improvement

• Unify service teams across multiple business units
• Define and embed a single operating model
• Deliver training and capability development programmes
• Support ongoing acquisition integration and alignment

Stakeholder Management

• Represent service delivery in leadership forums
• Provide clear reporting on performance, risks, and improvements
• Manage vendor and third-party relationships where required

What We’re Looking For

• 5+ years’ experience in IT service delivery leadership
• Background within a Managed Service Provider environment
• Strong people leadership and team development experience
• Confident client and stakeholder management skills
• Solid understanding of ITIL principles
• Experience working with KPIs and service reporting
• Good technical awareness (M365, Azure, infrastructure, networking, cyber security, telecoms)
• Experience in post-acquisition integration or organisational change
• ITIL certification or formal leadership training

Please apply!