Service Delivery Manager

Lord Search & Selection; Birmingham; On-site; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Up to 10% annual bonus

Office-based in North Birmingham

Job summary

Lord Search & Selection is seeking a Service Delivery Manager for its North Birmingham office. You will lead a growing team of Customer Service Agents and 2nd/3rd Line Engineers, owning service desk performance, client relationships and continuous improvement.

You will shape service strategy, manage SLAs, drive improvements, and report on KPIs. This role is office-based with a clear opportunity to influence growth and service quality in a dynamic MSP environment.

Qualifications

• 3+ years' experience running a service desk within an MSP environment.
• Direct line management experience across service desk agents and technical engineers.
• Hands-on experience administering/configuring a PSA system - HaloPSA or similar.
• Strong understanding of managed IT, networking, connectivity, VoIP and cyber security.
• Proven track record of improving service performance, with measurable impact.
• Ability to engage with senior client stakeholders.

Responsibilities

• Lead the service operation and develop the team, with ~70% of time on people development and ~30% on client/stakeholder engagement.
• Own the service desk end-to-end: performance, SLAs, incidents, customer satisfaction and reporting.
• Drive continuous improvement, processes, automation, and KPI delivery (CSAT, NPS, FCR, resolution times).
• Recruitment, onboarding and development of the next generation of customer support professionals and engineers.
• Collaborate with clients and internal teams to shape future service delivery and growth.

Skills

Service desk management

Stakeholder management

PSA systems

HaloPSA

ITIL 4

Tools

HaloPSA

Job description

Confidential Opportunity | Service Delivery Manager | North Birmingham

£45,000 - £55,000 + up to 10% bonus + Strong Package | Office-based | Growing MSP

Are you an experienced Service Desk Manager / Service Delivery Manager who knows that great IT service is about more than closing tickets? This could be the opportunity you've been looking for.

A well-established, ambitious Managed Service Provider (MSP) is looking for a Service Delivery Manager to take ownership of its service desk, customer experience and service performance as the business enters an exciting period of growth. This isn't a caretaker role.

You'll have the autonomy to challenge how things are done, develop the team, improve processes and ultimately make a measurable difference to the service clients receive.

The Opportunity

You’ll lead a growing team of Customer Service Agents and 2nd/3rd Line Engineers, with around 70% of your time focused on leading the service operation and developing your people, and the remainder working directly with clients and internal stakeholders.

You’ll own the service desk from end to end including:

• Service performance, SLAs, capacity and ticket prioritisation
• Major incidents and escalations
• Customer satisfaction and retention
• Team performance, development and resource planning
• Service KPIs including CSAT, NPS, FCR and resolution times
• Monthly service reporting and client QBR data
• Carrier and third-party service relationships
• Continuous improvement and root-cause analysis
• Service desk processes, automation and workflows
• RMM and PSA tools and their ongoing development

You’ll also play a key role in shaping the future structure and growth of the service team, including recruitment, onboarding and developing the next generation of customer support professionals and engineers.

The Business

This is a genuine MSP environment, so you’ll need to understand the technology your team is supporting. You’ll have working knowledge across areas such as: Managed IT, VoIP, Networking, Connectivity, Cyber Security, Cloud.

You don’t need to be the person fixing the technical issue yourself but you do need to know enough to challenge, support and guide your engineers-and recognise when something isn’t being handled correctly.

You’ll also take ownership of the organisation’s HaloPSA environment, including workflows, SLAs, automation, dashboards, reporting and data integrity.

Who are we looking for?

• 3+ years' experience running a service desk within an MSP environment
• Direct line management experience across service desk agents and technical engineers
• Hands-on experience administering/configuring a PSA system - ideally HaloPSA or similar
• Strong understanding of managed IT, networking, connectivity, VoIP and cyber security
• A proven track record of improving service performance, with the numbers to demonstrate your impact
• The confidence to deal directly with senior client stakeholders and frustrated customers
• Strong people leadership, coaching and performance management skills
• A genuine appetite for continuous improvement rather than simply maintaining the status quo
• ITIL 4, Cyber Essentials and ISO 9001/27001 experience would be advantageous.

We’re looking for someone who leads from the front, uses data to make decisions and develops people rather than simply manages them and perhaps most importantly, someone who understands that excellent service is ultimately measured by how the customer feels-not simply by whether a process was followed.

This is a business with big ambitions, backed by significant growth within the wider managed services market. You’ll have the opportunity to make your mark rather than becoming another layer within a large corporate structure.

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