Service Delivery Manager - IT

R13 Recruitment Ltd; Norwich; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Annual leave

Free onsite parking

Hybrid work after onboarding

Private medical cover

Cycle to Work

Employee Assistance Programme

Senior Management Team exposure

Career progression opportunities

Job summary

R13 Recruitment Ltd is recruiting an experienced IT leader to own a critical delivery function for a recognised organisation near Norwich. The role combines technical leadership, people management and client delivery in a hands-on capacity, with a salary DOE.

The successful candidate will lead Cyber Security and Installations Engineering teams, oversee Professional Services delivery, and act as a senior escalation point for complex issues, while shaping strategy with the Senior Management Team.

Qualifications

• Proven IT leadership or management experience, ideally within an MSP or IT services environment.
• Strong technical knowledge across Windows, Azure and Microsoft 365.
• A track record of managing client-facing technical delivery and projects.
• Confident communicating with both technical and non-technical stakeholders.
• Commercial and operational awareness, with experience managing resources, budgets and performance.
• A proactive approach with ownership and decisive action.

Responsibilities

• Lead and develop Cyber Security and Installations Engineering teams, providing direction and accountability.
• Take ownership of Professional Services delivery, ensuring projects are delivered on time and within budget.
• Act as the senior escalation point for complex technical, project and client-related issues.
• Manage team capacity, resources, budgets and performance.
• Build strong relationships with clients and key decision-makers and represent the business in reviews.
• Oversee project KPIs, SLAs and continuous improvements across delivery processes.
• Coach and develop team members through regular reviews and training.

Skills

IT Leadership

Windows

Azure

MS 365

Client-facing delivery

Stakeholder communication

Budget & resources

Leadership presence

Job description

R13 are proud to be recruiting for a key leadership opportunity, seeking an experienced IT professional to take ownership of a critical delivery function for a highly recognised organisation. Combining technical leadership, people management and client delivery, the successful candidate will be responsible for leading and developing technical teams, strengthening project delivery and helping to create greater consistency and performance across the overall function.

The role would suit someone already operating at this level, or a strong IT Manager/MSP leader who is ready to step into a broader role. Above all, you’ll need the technical credibility, leadership ability and customer-facing experience to make an impact quickly. It’s a hands-on leadership role, working from company offices based on the outskirts of Norwich (full-time) with a salary DOE.

The Company

Our client is an expanding IT services organisation providing managed IT, infrastructure, cloud, connectivity and cyber security solutions to a diverse client base across the UK.

This is a pivotal role within the business, sitting as part of the Senior Management Team and responsible for leading and developing key technical delivery functions – with the focus being very much on people, performance and delivery. The successful candidate will bring a technical background alongside the leadership skills to develop the teams, inform the future development of the department, contribute and support wider business strategy, improve project delivery and act as a senior point of escalation for both customers and colleagues.

• 25 days annual leave plus bank holidays.
• Free onsite parking.
• Hybrid working after initial onboarding.
• Private medical cover.
• Cycle to Work scheme.
• Employee Assistance Programme.
• Opportunity to join the Senior Management Team and have a genuine influence on the wider business.
• Clear progression opportunities within a growing group.

The Day-to-Day

• Lead and develop Cyber Security and Installations Engineering teams, providing clear direction, support and accountability.
• Take ownership of Professional Services delivery, ensuring projects are delivered on time, within budget and to a high standard.
• Act as the senior escalation point for complex technical, project and client-related issues.
• Manage team capacity, resources, budgets and performance, ensuring the right people are in the right place.
• Build strong relationships with clients and key decision-makers, representing the business in meetings and strategic reviews.
• Manage your P&L and budgets.
• Work closely with Sales and Solutions to support pre-sales and ensure solutions sold can be delivered effectively.
• Monitor KPIs, SLAs and project performance, identifying issues and opportunities for improvement.
• Drive improvements across processes, project delivery and ways of working.
• Oversee non-conformances and improvement opportunities, ensuring issues are investigated and used to improve future delivery.
• Coach and develop team members through regular 1:1s, training and ongoing performance support.
• Work closely with the wider Senior Management Team to contribute to business improvements and strategic priorities.
• Maintain enough technical involvement to provide credible guidance and support when the team needs it.

You Will Have / Be

• Proven IT leadership or management experience, ideally within an MSP or IT services environment.
• Strong technical knowledge across Windows, Azure and Microsoft 365.
• A track record of managing client-facing technical delivery and projects.
• Confident communicating with both technical and non-technical stakeholders.
• Commercial and operational awareness, with experience managing resources, budgets and performance.
• A positive, reassuring leadership style with the ability to develop teams.
• A proactive approach, with confidence to take ownership and make decisions.
• Strong relationship-building skills and the ability to work effectively across teams.
• Desirable, but not essential: MSP experience, ISO 9001/27001 knowledge and exposure to AI or emerging technologies.