Service Delivery Manager

Elevate Cloud; Chippenham; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Structured training

Career progression

Certifications support

Pension scheme

On-site parking

Team events

Job summary

Elevate Cloud, based in Chippenham, is seeking a Service Delivery Manager to lead the day-to-day delivery of our technical services and oversee the Technical Services team. The role ensures our clients receive consistently high-quality service through our support desk, on-time project delivery, and smooth onboarding of new clients.

You will coordinate engineers, manage workloads, prioritise tasks, and escalate issues as needed while maintaining a culture of service excellence.

Qualifications

• Experience working in a Managed Service Provider (MSP) or IT service delivery environment.
• Experience managing or coordinating an IT support/service desk.
• Strong organisational and workload management skills.
• Confident communication with clients and internal stakeholders.

Responsibilities

• Oversee day-to-day delivery of technical services and lead the Technical Services team.
• Manage the support desk, priorities, escalations, and SLAs.
• Coordinate technical projects, onboarding for new clients, and handover to support.
• Lead and develop the technical team, optimise processes and resource planning.
• Drive improvements in service delivery and client satisfaction.

Job description

A varied and fast-paced role combining technical service delivery, team leadership, project coordination, and exceptional client service.

Elevate Cloud is a leading provider of IT Support, Cyber Security, Microsoft 365, Cloud Solutions, Connectivity, and Business Telephony services. We support businesses across the UK by delivering reliable, proactive, and customer-focused technology solutions.

As part of our continued growth, we are looking for a Service Delivery Manager to lead the day-to-day operation of our Technical Services team. This role offers an excellent opportunity to shape how we deliver service to our clients while developing a high-performing technical team in a fast-paced Managed Service Provider (MSP) environment.

About the Role

We're looking for an experienced and highly organised Service Delivery Manager to take ownership of the day-to-day delivery of our technical services.

This is a key role within our business and will sit at the heart of our Technical Services team. You'll be responsible for making sure our clients receive the consistently high level of service we expect – whether that's through our support desk, technical projects, onboarding new clients or delivering improvements to their IT environments.

Reporting directly to our Senior Leadership Team, you'll oversee the operational performance of the technical team, making sure work is properly prioritised, clients are kept informed and our engineers have the support, structure and direction they need to do a brilliant job.

You won't necessarily need to be the person fixing every technical problem yourself. Your job is to make sure the right people are working on the right things, issues are escalated appropriately, projects stay on track and nothing gets lost along the way.

For someone coming from an MSP environment who enjoys improving service, developing people and keeping lots of moving parts under control, this is an opportunity to make a real impact within a growing business.

What You'll Be Doing

Managing Our Support Desk

You'll take overall responsibility for the day-to-day performance of our support desk. This will include:

• Monitoring support ticket volumes, queues and workloads across the technical team
• Making sure tickets are correctly prioritised, assigned and progressed
• Identifying tickets that are ageing, becoming stuck or require escalation
• Ensuring clients receive regular and clear communication throughout their support requests
• Managing escalations and helping coordinate the right technical resources when more complex issues arise
• Reviewing service levels and making sure we are delivering against our internal standards and client expectations
• Identifying recurring issues and working with the wider technical team to address the underlying cause
• Helping maintain a culture where excellent customer service is just as important as technical ability

Managing Technical Projects

Alongside support, you'll oversee the successful delivery of technical projects across our client base. These could include Microsoft 365 migrations, new client onboarding, infrastructure upgrades, cloud migrations, cyber security projects, networking, telephony and other technology improvements. You'll:

• Maintain visibility of all active and upcoming technical projects
• Coordinate engineers and technical resources
• Make sure projects have clear scopes, owners, actions and deadlines
• Track progress and identify risks or delays early
• Keep clients and internal stakeholders updated
• Work with our Technical Director and technical consultants on more complex projects
• Make sure completed projects are properly documented and handed over into support

New Client Onboarding

First impressions matter. You'll help make sure every new client has a structured, professional and well-managed transition into our service. Working with our technical, operations and client-facing teams, you'll coordinate onboarding activities including:

• Technical discovery and information gathering
• Deployment of our managed IT and cyber security services
• Site visits and engineer scheduling
• Documentation and system updates
• Migration from incumbent IT providers
• Identifying technical risks and outstanding actions
• Ensuring the client is properly transitioned into ongoing support

The aim is simple: every new client should feel confident that they made the right decision choosing us.

Leading the Technical Team

A big part of this role is people. You'll work closely with our Support Analysts, Engineers, Technical Consultants and Technical Director to create a well-organised and high-performing technical team. You'll help with:

• Daily workload management and resource planning
• Regular team catch-ups and service meetings
• Supporting engineers with prioritisation and escalations
• Identifying training and development requirements
• Coaching team members on communication and customer service
• Maintaining accountability for actions and deadlines
• Recognising where someone needs additional support
• Helping us develop processes as the technical team continues to grow

You should be comfortable having conversations when things haven't gone to plan, but equally passionate about recognising great work and helping people develop.

Improving How We Deliver Service

We're growing quickly, which means the way we operate needs to continue developing with us. We don't want someone who simply manages the processes that already exist. We want someone who looks at how we work and asks, "How can we make this better?"

You'll work closely with the Senior Leadership Team to improve areas such as:

• Ticket management and escalation processes
• Engineer utilisation and resource planning
• Documentation standards
• Client communication
• Automation
• SLA performance
• Technical processes and procedures
• Client onboarding and offboarding
• Knowledge sharing across the technical team

You'll use data from our systems to understand how the team is performing and identify where changes can improve the experience for both our clients and our people.

Why work for us?

We've built this business on answering the phone, taking ownership and doing what we say we'll do. As we grow, keeping that standard is the most important thing we do. This role sits right at the heart of it. You'll have real influence over how we work, a team that genuinely cares, and the backing to make things better for our clients and our people.

Technical Director

What We're Looking For

We're looking for somebody who understands what excellent service delivery looks like within an IT environment. Ideally, you'll have:

• Previous experience working within a Managed Service Provider (MSP)
• Experience managing or coordinating an IT support/service desk
• Experience managing technical projects and competing priorities
• A good understanding of Microsoft 365 and modern IT environments
• Strong knowledge of IT support processes and ticketing systems
• Experience working with SLAs, KPIs and service performance reporting
• Strong organisational and workload management skills
• Confidence dealing directly with clients
• Experience managing technical people or coordinating technical teams
• The ability to remain calm and organised when priorities change
• A genuine interest in improving processes and service quality

You don't need to be the most technical person in the room, but you do need to understand technology well enough to confidently manage technical workloads, challenge where appropriate and communicate effectively with both engineers and clients.

What Success Looks Like

For us, success in this role means our technical operation feels organised, proactive and under control.

Support tickets are moving. Clients know what's happening. Engineers know their priorities. Projects have owners and deadlines. Onboardings are planned properly. Problems are escalated before they become bigger problems.

You’ll also have clear visibility of how we’re performing through areas such as:

• Support ticket response and resolution times
• SLA performance
• Aged and outstanding tickets
• Client satisfaction and feedback
• Project delivery against agreed timescales
• New client onboarding progress
• Engineer workload and utilisation
• Recurring technical issues and trends
• Quality of client communication and documentation

Most importantly, our clients continue to receive the personal, responsive and proactive service that we’ve built our business around.

As we grow, this role will be instrumental in making sure the quality of our service grows with us.

Why Work With Us?

We're a growing technology business based in Chippenham, supporting businesses across the region with Managed IT, Cyber Security, Communications and Connectivity.

We believe technology should be straightforward and support should feel personal.

That means answering the phone, communicating properly, taking ownership and doing what we say we’re going to do.

We're building a business where people have the opportunity to develop, contribute ideas and genuinely influence how we operate.

As our Service Delivery Manager, you’ll have the opportunity to play a major part in shaping the future of our Technical Services team as we continue to grow.

What We Offer

• Structured training and career progression opportunities
• Exposure to a wide range of technologies and business environments
• Industry certifications and professional development support
• Supportive and collaborative team culture
• Company pension scheme
• On-site parking
• Regular team events and company activities
• Opportunity to work with a growing and ambitious MSP

If you’re currently working within an MSP or IT service environment and feel ready to take ownership of a growing technical operation, we’d love to hear from you.

We’re looking for someone who cares about the details, cares about the people around them and, above all, cares about delivering an excellent service to our clients.

Elevate Cloud is an equal opportunities employer. We welcome applications from all qualified candidates regardless of age, disability, gender, gender identity or expression, race, religion or belief, sexual orientation, or any other protected characteristic.