Service Delivery Manager

Apache Associates; Greater London; Hybrid; GBP 60.000 - 80.000; Vollzeit

Benefits dieser Stelle

Hybrid work model

Zusammenfassung

Apache Associates is looking for an organised, proactive Service Delivery Manager to lead Level 1 and Level 2 Support teams and Project Engineers. You will own day-to-day delivery of managed services and client projects, ensuring SLA adherence and clear communication to clients.

The role offers a hybrid working arrangement with a fantastic team, opportunities to improve service quality, and a path to grow with the business. A strong MSP background and ITIL knowledge are valued.

Qualifikationen

• Experience leading and developing a technical support team.
• Experience within an MSP environment.
• Hands-on IT support background, especially with MacOS.
• Experience running day-to-day service delivery.
• Strong skills in Apple devices, Google Workspace, Microsoft 365, networking and cloud services.
• Good knowledge of ITIL practices.
• Experience with ITSM or PSA tools.
• Data-driven approach to reporting on service performance.
• Ability to use AI tools in everyday work.
• Experience with MDM and identity platforms.

Aufgaben

• Lead and manage Level 1 and Level 2 Support teams, ensuring tickets are handled efficiently, prioritised appropriately and resolved within SLAs
• Oversee day-to-day service desk operations, maintaining clear ownership, accountability and visibility of workload
• Monitor service performance, identify recurring issues and drive continuous improvement across managed services
• Ensure incidents, service requests and escalations are managed effectively, working with the Tech Lead on complex technical issues and Level 3 escalations
• Own end-to-end delivery of client projects
• Provide clear coaching, direction and support to Level 1 and Level 2 Support teams and Project Engineers
• Own the teams schedule, balancing support queries, projects, on-site visits and leave
• Work with the wider management team to improve service quality, operational efficiency and clients overall experience

Kenntnisse

Team leadership

MSP experience

MacOS support

ITIL practices

ITSM PSA tools

Google Workspace

Microsoft 365

Networking

Cloud services

Data reporting

AI tools

MDM

Identity platforms

Tools

ITSM tools

PSA tools

Jobbeschreibung

We are looking for an organised, proactive and people focused Service Delivery Manager to join our clients growing team. You will be leading Level 1, Level 2 Support teams and Project Engineers, take ownership of the day-to-day delivery of managed services and client projects. As our client continues to grow and take on more clients and projects, they need an experienced Service Delivery Manager who can bring structure, accountability and consistency. You’ll ensure clients receive fast, reliable and friendly support, all SLAs are met, our team has the direction, support and development opportunities it needs to grow with the business. You will take ownership of project delivery, overseeing everything from new client onboardings and off boardings to migration, plan and schedule work, delegate across the teams, manage suppliers and provide clear communication to clients. This role is a fantastic opportunity to really make a difference in our clients business.

Responsibilities

• Lead and manage Level 1 and Level 2 Support teams, ensuring tickets are handled efficiently, prioritised appropriately and resolved within SLAs
• Oversee day-to-day service desk operations, maintaining clear ownership, accountability and visibility of workload
• Monitor service performance, identify recurring issues and drive continuous improvement across managed services
• Ensure incidents, service requests and escalations are managed effectively, working with the Tech Lead on complex technical issues and Level 3 escalations
• Own end-to-end delivery of client projects
• Provide clear coaching, direction and support to Level 1 and Level 2 Support teams and Project Engineers
• Own the teams schedule, balancing support queries, projects, on-site visits and leave
• Work with the wider management team to improve service quality, operational efficiency and clients overall experience

Skills

• Proven experience leading and developing a technical support team, including coaching, 121’s and performance management
• Previous experience within MSP
• Hands on IT support experience, in particular with MacOS
• Experienced at running day-to-day service delivery
• Strong technical skills in Apple devices, Google Workspace, Microsoft 365, networking and cloud services
• Good working knowledge of ITIL practices
• Experience with ITSM or PSA tools
• Data driven approach to reporting on and improving service performance
• Ability to use AI tools in everyday work
• Ideally have experience with MDM and identity platforms

This is an exciting role for an experienced Service Delivery Manager, who can offer a calm and organised attitude, while keeping the team focused. You will be working with a fantastic team and have the flexibility of working hybrid. If you feel you have all the skills and experience needed for this role, we would love to hear from you. Our client offers competitive salary, along with excellent training and support.

Due to the number of applications, we can only respond to candidate who match the skills and experience required.