24/7 Service Delivery Lead - ITIL & Customer Focus

ConnexAI; Manchester; On-site; GBP 50,000 - 70,000; Full time

Job summary

ConnexAI is seeking a Service Delivery Manager to lead a 24/7 Service Desk across channels. You will mentor the team, ensure SLA adherence, and drive customer satisfaction. Your ITIL-based approach will shape a responsive, efficient support environment and continuous improvement initiatives.

The role involves day and night shifts on a rotating schedule, with a focus on performance management and strong communication with customers and technical teams.

Qualifications

• Proven experience leading a Service Desk or similar tech-support team.

Responsibilities

• Ensure Service Desk delivers 24/7 support and meets SLAs.
• Lead and support the team, enabling growth and customer focus.
• Maintain incident and problem management processes and seek improvements.
• Apply ITIL v4 practices to ensure consistent, efficient operations.
• Solve problems, streamline workflows, and enhance service for team and customers.
• Manage performance and leverage customer feedback to strengthen service.

Skills

Leadership

ITIL

SLA Management

Communication

Problem Solving

Remote support tools

Tools

Remote control software

Job description

ConnexAI is seeking a Service Delivery Manager to lead a 24/7 Service Desk across channels. You will mentor the team, ensure SLA adherence, and drive customer satisfaction. Your ITIL-based approach will shape a responsive, efficient support environment and continuous improvement initiatives.

The role involves day and night shifts on a rotating schedule, with a focus on performance management and strong communication with customers and technical teams.