Service Delivery Manager

Integral Recruitment Ltd; Falmer; Hybrid; GBP 50,000 - 55,000; Full time

Job summary

A leading Managed Service Provider in the UK seeks a Service Delivery Manager to lead a team of IT Technicians and enhance service delivery. This role offers competitive salary, career growth, and a collaborative culture focused on client relationships. Ideal candidates will have MSP experience and strong leadership skills. Competitive salary starting at £50,000 with additional benefits including a pool car.

Benefits

Competitive salary

Pool car for client visits

Supportive culture

Qualifications

• Experience leading IT teams in a Managed Service Provider environment.
• Strong understanding of service delivery processes and client needs.
• Ability to build and maintain strong client relationships.

Responsibilities

• Lead and develop the Service Desk Team to ensure high-quality support.
• Drive service delivery improvements and enhance client satisfaction.
• Manage and report on KPIs and service metrics.

Skills

Previous MSP experience

Strong people leadership skills

Experience with Microsoft 365

Experience with ConnectWise Suite

Process improvement

Tools

ConnectWise Suite

Job description

Overview

Service Delivery Manager - MSP

Brighton, BN1 (primarily on-site, 1 day hybrid)

£50,000 - £55,000 plus benefits

My client is a well-established Managed Service Provider (MSP), supporting long-standing clients across a variety of sectors. With a fantastic reputation, they pride themselves on building strong client relationships and a collaborative culture.

They are now looking for a Service Delivery Manager to take ownership of the IT services department and play a central role in the leadership team. This is an exciting opportunity to lead and grow a team of 6 talented IT Technicians while shaping how to deliver outstanding service to clients.

Responsibilities

• Leading, coaching, and developing the Service Desk Team to deliver consistent, high-quality support
• Driving improvements in service delivery processes, performance, and client satisfaction
• Working closely with the Operations Manager and wider leadership team to influence strategy and growth
• Managing and reporting on KPIs, SLAs, and service metrics
• Ensuring best use of tools and systems, including the ConnectWise suite
• Building strong relationships with clients and acting as a trusted point of contact

What we're looking for

• Previous MSP experience - you\'ll understand the pace, priorities, and client demands of the MSP world
• Strong people leadership skills with a values-driven approach
• Experience with Microsoft 365 and The ConnectWise Suite (Manage, Automate, etc.)
• Someone who thrives on building teams, improving processes, and delivering excellent client service

Why Join My Client?

• Be part of a growing MSP with a reputation built on long-term client partnerships
• A leadership role with real influence and visibility
• Supportive, close-knit culture where face-to-face collaboration matters
• Competitive salary (£50k+ depending on experience)
• Pool car available for client visits

If you\'re ready to lead, inspire, and take service delivery to the next level, we\'d love to hear from you.

Integral Recruitment is acting as an employment agency in regard to this advertisement