Service Delivery Manager — Drive Growth & Service Excellence

Lord Search & Selection; Birmingham; In loco; GBP 45.000 - 55.000; Tempo pieno

Vantaggi offerti da questo lavoro

Up to 10% annual bonus

Office-based in North Birmingham

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Service desk management

Stakeholder management

PSA systems

HaloPSA

ITIL 4

Strumenti

HaloPSA

Descrizione del lavoro

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.