Information Technology Service Delivery Manager

La Fosse; Greater London; Hybrid; GBP 60,000 - 70,000; Full time

Benefits offered by this job

Discretionary bonus

Private healthcare

25 days annual leave

Job summary

La Fosse is hiring a Service Delivery Manager in London to lead a five-person engineering team and oversee service delivery across diverse client portfolios. The role combines operational leadership, client management and technical delivery, with hands-on support for complex issues.

You will own service desk performance, drive SLA achievement and improve processes, while remaining closely involved in technical delivery.

Qualifications

• Experience as a Service Delivery Manager, Service Desk Manager or similar within an MSP.
• Proven team leadership and experience improving service desk performance.
• Strong understanding of SLA-driven service delivery and ticket management.
• Hands-on Microsoft 365 and Google Workspace experience.
• Knowledge of identity, endpoint management and networking technologies.

Responsibilities

• Manage daily service desk operations, ticket prioritisation and SLA performance.
• Lead and coach a team of five engineers; set standards and manage performance.
• Act as escalation point for technical issues and client concerns.
• Monitor service metrics; drive root-cause resolution.
• Maintain client relationships with incident communication and reporting.
• Coordinate multiple client projects; balance resources across support and delivery.
• Spend 30-40% of time on hands-on technical work on complex issues.

Skills

Team leadership

SLA management

Client facing

Stakeholder management

Hands-on IT delivery

Tools

HaloPSA

Azure

FortiGate

Cloudflare Zero Trust

Proxmox

Microsoft 365

Google Workspace

ITIL

Job description

London | £60,000 - £70,000 + Discretionary Bonus | Permanent

A growing Managed Services Provider (MSP) is seeking an experienced Service Delivery Manager to lead a team of five engineers and oversee service delivery across a diverse client portfolio spanning professional services, legal, technology, manufacturing and investment.

This is a hands-on Service Delivery Manager role combining operational leadership, client management and technical delivery. You'll own service desk performance, drive SLA achievement, manage escalations and improve processes, while remaining involved in technical support.

What You'll Do

• Manage daily service desk operations, ticket prioritisation, engineer workloads and SLA performance.
• Lead, coach and develop a team of five engineers, setting standards and managing performance.
• Act as the key escalation point for technical issues and client concerns.
• Monitor service metrics, identify recurring issues and drive root-cause resolution.
• Maintain strong client relationships, providing clear incident communication and service reporting.
• Coordinate multiple client projects, balancing resources across support and project delivery.
• Spend around 30-40% of your time on hands-on technical work, supporting complex 2nd and 3rd line issues.

What They're Looking For

• Experience as a Service Delivery Manager, Service Desk Manager or similar within an MSP.
• Proven team leadership and experience improving service desk performance.
• Strong understanding of SLA-driven service delivery, ticket management and PSA tools.
• Hands-on Microsoft 365 and Google Workspace experience.
• Knowledge of identity, endpoint management and networking technologies.
• Confident client-facing communication and stakeholder management skills.

Experience with HaloPSA, ITIL, Azure, FortiGate, Cloudflare Zero Trust or Proxmox would be advantageous.

The Opportunity

Take ownership of service delivery within a growing MSP, with the autonomy to influence operational standards, develop your team and improve the client experience.

What's on offer: £60,000 - £70,000 salary, discretionary bonus, private healthcare and 25 days' annual leave plus bank holidays.

Working pattern: Monday to Friday, 9am-5pm. Office-based initially, with up to two days working remotely after probation.