Senior MSP Service Delivery Lead

Apache Associates; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Apache Associates is looking for an organised, proactive Service Delivery Manager to lead Level 1 and Level 2 Support teams and Project Engineers. You will own day-to-day delivery of managed services and client projects, ensuring SLA adherence and clear communication to clients.

The role offers a hybrid working arrangement with a fantastic team, opportunities to improve service quality, and a path to grow with the business. A strong MSP background and ITIL knowledge are valued.

Qualifications

• Experience leading and developing a technical support team.
• Experience within an MSP environment.
• Hands-on IT support background, especially with MacOS.
• Experience running day-to-day service delivery.
• Strong skills in Apple devices, Google Workspace, Microsoft 365, networking and cloud services.
• Good knowledge of ITIL practices.
• Experience with ITSM or PSA tools.
• Data-driven approach to reporting on service performance.
• Ability to use AI tools in everyday work.
• Experience with MDM and identity platforms.

Responsibilities

• Lead and manage Level 1 and Level 2 Support teams, ensuring tickets are handled efficiently, prioritised appropriately and resolved within SLAs
• Oversee day-to-day service desk operations, maintaining clear ownership, accountability and visibility of workload
• Monitor service performance, identify recurring issues and drive continuous improvement across managed services
• Ensure incidents, service requests and escalations are managed effectively, working with the Tech Lead on complex technical issues and Level 3 escalations
• Own end-to-end delivery of client projects
• Provide clear coaching, direction and support to Level 1 and Level 2 Support teams and Project Engineers
• Own the teams schedule, balancing support queries, projects, on-site visits and leave
• Work with the wider management team to improve service quality, operational efficiency and clients overall experience

Skills

Team leadership

MSP experience

MacOS support

ITIL practices

ITSM PSA tools

Google Workspace

Microsoft 365

Networking

Cloud services

Data reporting

AI tools

MDM

Identity platforms

Tools

ITSM tools

PSA tools

Job description

Apache Associates is looking for an organised, proactive Service Delivery Manager to lead Level 1 and Level 2 Support teams and Project Engineers. You will own day-to-day delivery of managed services and client projects, ensuring SLA adherence and clear communication to clients.

The role offers a hybrid working arrangement with a fantastic team, opportunities to improve service quality, and a path to grow with the business. A strong MSP background and ITIL knowledge are valued.