Senior Service Delivery & Projects Leader

IP-People; Manchester; On-site; GBP 65,000 - 90,000; Full time

Job summary

IP-People is seeking an experienced Manager to lead its service delivery, project function and general operations. You will oversee the day-to-day performance of the technical service function, ensuring customers receive a high standard of support while improving processes, structure and performance behind the operation.

The role involves working with the senior leadership team and technical managers across service delivery, service desk, customer satisfaction, resource planning and continuous

Qualifications

• Experience in managing technical operations within a large enterprise or managed service environment.
• Ability to run a busy operation, balance customer expectations, engineer workloads, service performance and commercial priorities.

Responsibilities

• Oversee service delivery and operational performance.
• Direct service desk and technical support operations.
• Drive customer satisfaction, manage escalations.
• Lead and develop teams, assess performance.
• Coordinate resource and capacity planning.
• Define and monitor KPIs, SLAs and operational reporting.
• Manage ITSM/PSA processes and continuous improvement.
• Lead process improvement and automation initiatives.
• Coordinate project and technical resources to support delivery.
• Enhance operational efficiency and service quality.

Job description

IP-People is seeking an experienced Manager to lead its service delivery, project function and general operations. You will oversee the day-to-day performance of the technical service function, ensuring customers receive a high standard of support while improving processes, structure and performance behind the operation.

The role involves working with the senior leadership team and technical managers across service delivery, service desk, customer satisfaction, resource planning and continuous