MSP Service Delivery Leader — Own & Elevate Operations (Hybrid)

nexian; Birmingham; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid working

Company pension

Direct access to senior leadership

Career progression opportunities

Job summary

Nexian in Birmingham seeks an experienced MSP Service Delivery Manager to own and grow our managed services operation. You will lead the service desk, escalation and centralised services, partnering with the CTO to drive maturity, customer experience and growth.

You will develop people, refine processes and shape a proactive, accountable, customer-focused operation that scales with our business.

Qualifications

• Experience leading Service Delivery within a Managed Service Provider.

Responsibilities

• Lead the day-to-day operation of 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.

Skills

Managed Services

Service Delivery

IT Service Desk Leadership

HaloPSA

ITIL

Microsoft Cloud

Customer Success

Incident Management

Team Leadership

Tools

HaloPSA

Job description

Nexian in Birmingham seeks an experienced MSP Service Delivery Manager to own and grow our managed services operation. You will lead the service desk, escalation and centralised services, partnering with the CTO to drive maturity, customer experience and growth.

You will develop people, refine processes and shape a proactive, accountable, customer-focused operation that scales with our business.