MSP Service Delivery Lead: Transform Operations

Recruitment Revolution

Birmingham

Hybrid

GBP 60,000 - 65,000

Full time

6 days ago

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Job summary

Nexian is seeking an experienced MSP Service Delivery leader to own and transform our Managed Services operation in a hybrid role based in Birmingham. You’ll lead the Service Desk, Escalation and Centralised Services, shaping processes and people to deliver proactive, customer-focused service at scale.

You’ll collaborate with the CTO, drive operational maturity, define roadmaps, and ensure SLAs, KPIs, and customer satisfaction are consistently met.

Qualifications

Proven experience leading Service Delivery within a Managed Service Provider.
Demonstrable experience improving, transforming or rebuilding an MSP Service Desk or Managed Services operation.
Strong leadership experience across 1st Line, 2nd Line and Escalation teams.
Deep hands-on experience with HaloPSA (strongly preferred) or another leading PSA platform, including configuring workflows, SLAs, queues, automation, dashboards and reporting.
Experience managing SLAs, KPIs, customer satisfaction and service performance.
Strong incident, escalation and problem management experience.
Good working knowledge of ITIL service management principles (certification advantageous).
Broad technical understanding across Microsoft 365, Azure, Windows Server, Active Directory, Entra ID, Intune, Microsoft Defender, networking, backup/disaster recovery and modern RMM platforms (NinjaOne experience advantageous).
Strong customer-facing communication and stakeholder management skills.
Commercial awareness with experience supporting customer onboarding, service transitions and pre-sales activities.
Experience supporting legal, professional services or other regulated environments would be advantageous.

Responsibilities

Lead the day-to-day operation of our 1st, 2nd and Escalation Support teams.
Oversee Centralised Services including monitoring, patching, backup, alerting and security tooling.
Improve ticket ownership, SLA performance, customer satisfaction and operational efficiency.
Reduce unnecessary escalations through improved workflows, coaching and service standards.
Lead major incidents, customer escalations and service recovery activities.
Become a trusted operational contact for key Managed Service customers.
Deliver service reviews, performance reporting and continual service improvement initiatives.
Drive problem management and root cause analysis to reduce recurring issues.
Assess the current operation and build a practical roadmap for continual improvement.
Improve HaloPSA workflows, SLAs, automation, reporting, dashboards and service data quality.
Introduce better documentation, knowledge management and operational processes.
Identify opportunities to automate repetitive activities and improve service maturity.
Coach, mentor and develop Service Desk engineers and team leaders.
Conduct one-to-ones, performance reviews and capability planning.
Build a culture of ownership, accountability and continuous improvement.
Support recruitment and succession planning as the business grows.
Coordinate operational delivery for new customer onboarding and Managed Service transitions.
Work closely with Sales, Projects and Technical teams to ensure seamless customer handovers.
Support pre-sales activity by providing operational expertise and service insight.
Coordinate project delivery from a service perspective while working alongside technical specialists responsible for solution design.