Senior MSP Service Delivery Manager

Brampton Recruitment Ltd; England; On-site; GBP 30,000 - 50,000; Full time

Job summary

Brampton Recruitment Ltd is seeking a Technical Manager to lead the delivery of IT services and managed projects for business customers. You will manage a technical team, recruit, onboard, train and develop staff, ensuring service levels and KPIs are met and driving continuous improvement.

The role emphasizes strong stakeholder engagement, hands-on escalation support, and proactive resource planning, with a Monday–Friday 9:00–17:00 schedule and a strong focus on customer satisfaction and team

Qualifications

• Proven MSP experience leading IT service delivery.
• Strong communication and presentation skills with senior stakeholders.
• Experience recruiting, managing and developing a technical team.

Responsibilities

• Take overall responsibility for the delivery of IT support, projects and managed services to business customers.
• Lead, manage and develop the technical team, including recruitment, onboarding, training, one-to-ones and appraisals.
• Allocate and schedule technical resources to ensure projects and operations meet requirements.
• Monitor service delivery and ensure SLAs and targets are met.
• Monitor KPIs and identify opportunities for continuous improvement.
• Maintain customer documentation, tickets and contract records.
• Build relationships with customers and act as technical contact for senior stakeholders.
• Lead technical discussions during the sales process and define project requirements.
• Conduct customer reviews and identify opportunities for service improvements.
• Act as escalation point for complex issues and provide hands-on support.
• Maintain understanding of technologies supported and develop technical standards and processes.
• Plan future resource requirements with senior management.
• Promote a collaborative, customer-focused culture within the team.

Skills

MSP experience

Communication skills

Team leadership

Driver's license

PSA/Ticketing experience

Tools

Kaseya

Autotask

RMM integrations

Job description

Brampton Recruitment Ltd is seeking a Technical Manager to lead the delivery of IT services and managed projects for business customers. You will manage a technical team, recruit, onboard, train and develop staff, ensuring service levels and KPIs are met and driving continuous improvement.

The role emphasizes strong stakeholder engagement, hands-on escalation support, and proactive resource planning, with a Monday–Friday 9:00–17:00 schedule and a strong focus on customer satisfaction and team