IT Service Delivery Manager | Lead MSP Support & SLAs

La Fosse

Greater London

Hybrid

GBP 60,000 - 70,000

Full time

4 days ago

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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.