IT Manager

Henley Executive; Sheffield; On-site; GBP 50,000 - 57,000; Full time

Job summary

Henley Executive is seeking an experienced IT Service Delivery Manager to lead our MSP/IT services for commercial clients in the UK. The role involves mentoring the Service Delivery team, owning SLAs and KPIs, and acting as the senior escalation point.

Based in the UK, you will foster strong client relationships, drive continual service improvement, and contribute to the growth and success of a expanding MSP portfolio. Salary £50,000–£57,000 per year with benefits.

Qualifications

• Experience leading service delivery or technical support teams.
• Strong knowledge of IT service delivery, SLAs, KPIs, and customer service.
• Experience with MSP environments and commercial clients.

Responsibilities

• Lead, mentor and develop the Service Delivery team.
• Manage the delivery of Managed Print and IT Managed Services.
• Ensure SLA and KPI targets are achieved.
• Act as senior escalation point for customers and internal teams.
• Drive continual service improvement and operational efficiency.
• Produce service reports and performance metrics.

Skills

MSP experience

MPS background

Leadership

Stakeholder management

IT service delivery

Customer service

Tools

Support tools

Job description

Salary: £50,000 - 57,000 per year

Requirements:

• Previous experience as an IT Service Delivery Manager, Service Delivery Manager, or Technical Service Manager.
• Managed Service Provider (MSP) experience is essential.
• Strong Managed Print Services (MPS) background.
• Proven experience leading Service Delivery or Technical Support teams.
• Strong knowledge of IT Service Delivery, IT Support, SLAs, KPIs, and customer service.
• Experience supporting commercial/private sector clients.
• Excellent leadership, communication and stakeholder management skills.
• Commercially minded with a focus on customer satisfaction and service excellence.

Responsibilities:

• Lead, mentor and develop our Service Delivery team.
• Manage the delivery of Managed Print and IT Managed Services.
• Ensure SLA and KPI performance targets are achieved.
• Act as the senior escalation point for customers and internal teams.
• Conduct customer service reviews and strengthen client relationships.
• Drive continual service improvement and operational efficiency.
• Produce service reports and performance metrics.
• Work closely with Technical, Operations and Account Management teams.

Technologies:

• Support

More:

We are a growing Managed Service Provider (MSP) based in London, offering an exciting opportunity for an experienced IT Service Delivery Manager to join our team. This role provides the autonomy to improve service delivery, develop our people, and build long-term customer relationships across a portfolio of commercial clients. The position is based in London and offers a salary of £50,000 to £57,000 plus benefits. We are looking for applicants to include their current location in their CV or application, and if they are relocating, to state both their current and desired location.

last updated 36 week of 2026