MSP Service Delivery Lead — Own & Elevate Operations

nexian; Birmingham; Hybrid; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Hybrid working

Company pension

Career progression opportunities

Direct access to senior leadership

Autonomy and ownership

Job summary

Nexian is seeking an experienced MSP Service Delivery Manager to own and scale our Managed Services operation from Aston Cross, Birmingham. You will lead service desk, escalation, and centralised services while partnering with the CTO to mature operational capability.

You’ll shape a proactive, customer-focused service, develop people, and drive continual service improvement across Microsoft Cloud, cybersecurity, and digital transformation initiatives.

Qualifications

• Proven MSP Service Delivery leadership experience.
• Experience transforming or rebuilding an MSP service desk or operation.
• Strong leadership across 1st, 2nd, and escalation teams.
• Hands-on HaloPSA configuration including workflows, SLAs, dashboards and reporting.

Responsibilities

• Lead day-to-day operation of 1st, 2nd and Escalation Support teams.
• Oversee Centralised Services: monitoring, patching, backup, alerting and security tooling.
• Improve ticket ownership, SLA performance, customer satisfaction and operational efficiency.
• Reduce escalations through better workflows and service standards.

Skills

Managed Services

Service Delivery

IT Service Desk Leadership

Microsoft Cloud

Customer Success

Incident Management

Team Leadership

ITIL

HaloPSA

Tools

HaloPSA

Job description

Nexian is seeking an experienced MSP Service Delivery Manager to own and scale our Managed Services operation from Aston Cross, Birmingham. You will lead service desk, escalation, and centralised services while partnering with the CTO to mature operational capability.

You’ll shape a proactive, customer-focused service, develop people, and drive continual service improvement across Microsoft Cloud, cybersecurity, and digital transformation initiatives.