Service Delivery Manager - IT

R13 Recruitment Limited; Norwich; Hybrid; GBP 70,000 - 100,000; Full time

Benefits offered by this job

25 days annual leave

Free onsite parking

Hybrid working after onboarding

Private medical cover

Pension scheme

Gym membership

Cycle to Work scheme

Employee Assistance Programme

Job summary

R13 Recruitment Limited is seeking an experienced IT leader to take ownership of a critical delivery function for a recognised organisation. You will lead and develop technical teams, drive delivery performance, and act as a senior escalation point for customers and colleagues.

The role is based near Norwich, full-time with salary DOE, and a hybrid working model after onboarding. Ideal candidates will have strong Windows/Azure/M365 expertise, proven management skills and a track record of

Qualifications

• Proven IT leadership or management experience in MSP or IT services.
• Strong knowledge of Windows, Azure and Microsoft 365.
• Track record of managing client-facing technical delivery and projects.
• Strong people management skills with technical credibility.
• Commercial and operational awareness including budgets and resources.

Responsibilities

• Lead and develop Cyber Security and Installations Engineering teams with clear direction.
• Own Professional Services delivery ensuring projects meet time, budget and quality targets.
• Serve as senior escalation point for complex technical, project and client issues.
• Manage team capacity, resources, budgets and performance.
• Build relationships with clients and key decision-makers for strategic reviews.
• Manage P&L and budgets; support pre-sales with Sales and Solutions teams.
• Monitor KPIs, SLAs and project performance to identify issues and improvements.
• Drive improvements across processes and delivery methods.
• Coach team members via regular 1:1s and ongoing development.
• Collaborate with Senior Management Team on business improvements.

Skills

IT leadership

Azure & M365

Client-facing delivery

People management

Budget management

Strategic thinking

MSP exposure

ISO knowledge

AI exposure

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.

Benefits

• 25 days annual leave plus bank holidays.
• Free onsite parking.
• Hybrid working after initial onboarding.
• Private medical cover.
• Pension scheme.
• Gym membership.
• Cycle to Work scheme.
• Employee Assistance Programme.

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.
• Strong people management skills alongside genuine technical credibility.
• 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.
• Desirable, but not essential: MSP experience, ISO 9001/27001 knowledge and exposure to AI or emerging technologies.