24/7 Service Delivery Leader | ITIL-Driven Support

ConnexAI; Warrington; On-site; GBP 45,000 - 75,000; Full time

Job summary

ConnexAI is seeking a Service Delivery Manager to lead a 24/7 Service Desk, ensuring rapid incident response and customer satisfaction. You will mentor the team, drive SLA adherence, and implement ITIL-aligned improvements across processes and workflows.

You will communicate effectively with technical and non-technical stakeholders, balance day and night shifts, and focus on continuous service enhancement in a fast-paced environment.

Qualifications

• Proven experience as a Service Desk Manager or in a similar technical support leadership role.
• Excellent communicator, able to explain technical issues clearly to both technical and non-technical audiences.
• Customer-focused, with a drive to deliver outstanding support.
• Strong problem-solving skills, with the ability to identify root causes and implement effective solutions.
• Exceptional written and verbal communication to keep both the team and customers informed.

Responsibilities

• Ensure our Service Desk delivers 24/7 support, keeps P1 incidents under control, and meets SLAs.
• Lead and support the team, helping them grow, perform well, and stay focused on the customer.
• Keep our incident and problem management processes running smoothly and look for ways to improve them.
• Use ITIL best practices (ITIL 4 preferred) to make sure everything we do is consistent and efficient.
• Solve problems, streamline workflows, and make support better for both the team and our customers.
• Manage performance and use customer feedback to make our service even stronger.

Skills

Leadership

Communication

Customer-focused

Problem-solving

ITIL

Tools

Help desk software

Remote control software

Job description

ConnexAI is seeking a Service Delivery Manager to lead a 24/7 Service Desk, ensuring rapid incident response and customer satisfaction. You will mentor the team, drive SLA adherence, and implement ITIL-aligned improvements across processes and workflows.

You will communicate effectively with technical and non-technical stakeholders, balance day and night shifts, and focus on continuous service enhancement in a fast-paced environment.