MSP Operations Lead – Service Delivery Manager

IP-People; Manchester; On-site; GBP 60,000 - 90,000; Full time

Job summary

IP-People in Manchester seeks an experienced Service Desk Manager / Operations Lead to oversee its MSP service delivery operation and drive performance, process improvements and automation. You will manage day-to-day activity, SLAs and reporting, working with senior leadership and technical managers.

The role emphasizes balancing customer expectations, engineer workloads and commercial priorities while maintaining high-quality service and strong team performance.

Responsibilities

• Service delivery and operational performance across the service function.
• Service desk and technical support operations management.
• Customer satisfaction and escalations handling.

Job description

IP-People in Manchester seeks an experienced Service Desk Manager / Operations Lead to oversee its MSP service delivery operation and drive performance, process improvements and automation. You will manage day-to-day activity, SLAs and reporting, working with senior leadership and technical managers.

The role emphasizes balancing customer expectations, engineer workloads and commercial priorities while maintaining high-quality service and strong team performance.