IT Service Delivery Lead - Microsoft 365 & CX

Sharp; Nechells; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Sharp is seeking a Service Delivery Manager to join our Managed Services team on a client site in Aston, Birmingham, with hybrid working. You will own service delivery, drive improvements, and engage with senior client stakeholders to ensure excellent user experiences.

The role focuses on coordinating IT services, reporting, and Microsoft 365 administration while collaborating with Sharp and third-party suppliers to deliver consistent service outcomes.

Qualifications

• Experience in Service Delivery, IT Support, Managed Services or IT Operations.
• Excellent communication and stakeholder management skills.
• Strong customer service focus with the ability to explain technical concepts clearly.
• Knowledge of ITIL principles and service management.
• Experience supporting Microsoft 365 technologies.
• Strong organisational skills with prioritisation.
• Proactive mindset and ownership of service outcomes.

Responsibilities

• Lead day-to-day delivery of IT services across the client environment.
• Act as the primary escalation point for service-related matters.
• Build relationships with users and stakeholders across locations.
• Drive seamless service across Sharp and third-party suppliers.
• Produce monthly service reports with metrics, trends, risks and improvements.
• Support digital transformation initiatives and IT strategy.
• Administer and support Microsoft 365 environments.
• Manage incidents, service requests, escalations and improvements.
• Monitor service performance against KPIs and standards.

Skills

Service Delivery

IT Support

Managed Services

IT Operations

Stakeholder management

Customer service

ITIL

Microsoft 365

Tools

RMM tools

Job description

Sharp is seeking a Service Delivery Manager to join our Managed Services team on a client site in Aston, Birmingham, with hybrid working. You will own service delivery, drive improvements, and engage with senior client stakeholders to ensure excellent user experiences.

The role focuses on coordinating IT services, reporting, and Microsoft 365 administration while collaborating with Sharp and third-party suppliers to deliver consistent service outcomes.