Information Technology Service Delivery Manager

JR United Kingdom; Taunton; Hybrid; GBP 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a dynamic Help Desk & Service Delivery Manager in Taunton. This hybrid role focuses on leading a motivated team and ensuring exceptional service delivery. The ideal candidate will possess strong people management skills and a commitment to customer satisfaction. You'll oversee the Help Desk operations, ensuring compliance with service standards and fostering a collaborative work environment. Join a forward-thinking company that values professional development and offers growth opportunities within a supportive team culture.

Benefits

Pension

Private healthcare

Sick pay

Free parking

Training and professional development

Supportive work environment

Growth opportunities

Qualifications

• Experience managing help desks or customer service in MSP environments.
• Strong leadership and conflict resolution skills are essential.

Responsibilities

• Lead and manage the Help Desk team to ensure high performance.
• Oversee service delivery, ensuring SLA compliance and customer satisfaction.

Skills

People management skills

Customer service experience

Strong communication skills

Time management

Conflict resolution

Tools

Ticketing platforms

ISO 27001

GDPR compliance

Job description

Social network you want to login/join with:

Information Technology Service Delivery Manager, Taunton

Client: HRGO Recruitment

Location: Taunton, Somerset

Job Category: Other

EU work permit required: Yes

Job Views: 4

Posted: 05.05.2025

Expiry Date: 19.06.2025

Job Description:

Help Desk & Service Delivery Manager

About My Client

My client is a trusted Managed Services Provider (MSP) delivering tailored IT solutions across the UK. They emphasize customer service, proactive IT management, and a people-first culture that is collaborative and energetic.

We are looking for a Help Desk & Service Delivery Manager, based in Taunton, Somerset - Hybrid (minimum 3 days in the office).

Role Overview

The Help Desk & Service Delivery Manager will oversee the Help Desk team and manage the delivery of managed services to clients. This role focuses on management, not technical hands-on tasks. The ideal candidate has strong people management, customer service leadership, and operational skills within a service-oriented environment. Technical expertise is not necessary but understanding of IT services is beneficial.

The manager will ensure excellent service delivery and foster a motivated, high-performing team.

Key Responsibilities

Team Management

• Lead, mentor, and manage the Help Desk team, ensuring motivation and performance.
• Set objectives, KPIs, and standards.
• Conduct performance reviews and coaching.

Service Delivery

• Manage process from order to delivery.
• Participate in project meetings for smooth delivery.
• Ensure SLA compliance.
• Monitor tickets, escalations, and service requests.
• Coordinate resources and workload.
• Implement improvements based on feedback and metrics.

Customer Management

• Be the client contact for new services.
• Handle service-related client issues.
• Maintain high communication and service standards.
• Oversee service review meetings with clients.

Operational Responsibilities

• Drive help desk processes aligned with ISO/ITIL standards.
• Ensure security compliance (GDPR, policies).
• Work with technical teams on service transitions.
• Report on KPIs, trends, and satisfaction.
• Collaborate on upselling and service improvements.
• Improve workflows, documentation, and knowledge management.

Skills & Experience

• Experience managing help desks or customer service in MSP or similar environments.
• Focus on delivering excellent customer experiences.
• People management skills: leadership, development, conflict resolution.
• Strong communication and relationship skills.
• Understanding of service delivery principles and SLAs.
• Organized with good time management.

Desirable Skills

• Experience in MSP environments.
• Knowledge of ITIL.
• Basic IT infrastructure or cloud knowledge.
• Experience with ticketing platforms.
• Familiarity with compliance/security frameworks (ISO 27001, GDPR, etc.).

What We Offer

• 37.5-hour week (3 days in office, 2 remote).
• Pension, private healthcare, sick pay, free parking.
• Training and professional development.
• Supportive work environment.
• Growth opportunities within a growing MSP.