Service Delivery Manager / IT Service Desk Manager

AWD online; Greater London; Vor Ort; GBP 45.000 - 55.000; Vollzeit

Zusammenfassung

AWD online is seeking a Service Delivery Manager / IT Service Desk Manager to lead a busy IT help desk, drive performance, and champion customer service. This hands-on role collaborates with senior leadership and oversees engineers on client sites.

You will manage SLAs, KPIs, service reporting, and continuous improvement, coordinating with the MD and Technical Account Manager on IT projects and ensuring high-quality IT support across the organization.

Qualifikationen

• Proven experience in Service Delivery Management or IT Operations
• Strong technical guidance for general IT support issues
• Excellent customer-facing and stakeholder management skills
• Experience managing SLAs, KPIs and service reporting
• Excellent communication and presentation skills
• Strong organizational and problem-solving abilities
• Experience in ITIL-influenced environments
• Experience building and maintaining strong customer relationships
• Experience managing customer escalations and service improvement initiatives
• Experience within MSPs
• Customer-focused and commercially aware
• Calm under pressure with leadership and interpersonal skills
• Detail-oriented and collaborative

Aufgaben

• Oversee day-to-day IT Help Desk operation, triage and resolve tickets
• Monitor workloads, ensure incidents are resolved per SLAs
• Ensure engineers provide high-quality IT support at client sites
• Act as technical lead on general IT support issues
• Collaborate with MD and Technical Account Manager on IT projects
• Build strong customer relationships and manage escalations
• Lead service reviews and reporting on SLAs, KPIs, risks and improvements
• Coordinate teams and third-party suppliers for seamless service
• Lead the Service Desk and line-manage the Service Dispatcher
• Oversee capacity planning and forecasting
• Drive continuous improvement with ITIL-aligned practices
• Support contract management and service governance

Kenntnisse

Service Delivery

Relationship Management

SLA & KPI management

Stakeholder communication

ITIL awareness

Team leadership

Incident troubleshooting

Tools

Autotask

HaloPSA

ServiceNow

Jira Service Management

ConnectWise

Jobbeschreibung

Service Delivery Manager / IT Service Desk Manager

Lead a busy IT Help Desk, drive IT Support Engineer performance against SLAs and champion excellent customer service. This hands‑on role also provides technical expertise on IT support issues and projects while working closely with senior leadership.

If you've also worked in the following roles, we'd also like to hear from you: IT Service Delivery Manager, IT Service Manager, IT Support Manager, Service Operations Manager, IT Operations Manager, Managed Services Manager, Technical Service Manager, Service Desk & Support Manager

SALARY

£45,000 - £55,000 per annum (depending on experience)

LOCATION:

Covent Garden, London (100% Office Based)

JOB TYPE:

Full-Time, Permanent

WORKING HOURS:

Monday to Friday, 08:30 to 17:30

JOB OVERVIEW

This is an opportunity to lead a busy IT support operation, raise service standards and make a visible impact on customer experience.

The Service Delivery Manager / IT Service Desk Manager will oversee the Help Desk and IT Support Engineers, driving ticket resolution against SLAs and professional standards at client sites.

Working closely with the MD and Technical Account Manager, the Service Delivery Manager / IT Service Desk Manager will provide technical expertise on general IT support issues and IT projects.

The Service Delivery Manager / IT Service Desk Manager will also lead service reporting, escalations, customer relationships and continuous improvement.

DUTIES

Your duties as the Service Delivery Manager / IT Service Desk Manager include:

• IT Help Desk Leadership: Oversee the day‑to‑day IT Help Desk operation, ensuring tickets are effectively triaged, allocated, progressed and resolved
• SLA and Ticket Performance: Monitor IT Support Engineer workloads and ticket performance, ensuring incidents and requests are resolved in line with agreed SLAs
• IT Support Engineer Oversight: Ensure engineers provide high‑quality, professional IT support, including monitoring service standards when working at client sites
• Technical Support Leadership: Act as a technical expert on general IT support issues, supporting effective troubleshooting, escalation and resolution
• IT Project Support: Work closely with the MD and Technical Account Manager, providing technical expertise and service input into IT projects
• Customer Relationships and Escalations: Build strong customer relationships, manage expectations and own service escalations through to resolution
• Service Reviews and Reporting: Lead customer service reviews and prepare performance reports covering SLAs, KPIs, trends, risks and improvement opportunities
• Operational Coordination: Coordinate technical, support and project teams and third‑party suppliers to deliver seamless customer services
• Team Leadership and Management: Lead the Service Desk and operational teams and line manage the Service Dispatcher, including coaching, development, performance management and day‑to‑day supervision
• Resource Planning and Scheduling: Oversee ticket triage, engineer allocation and scheduling while supporting capacity planning and forecasting
• Continuous Improvement: Analyse service performance, incidents, requests and customer feedback to drive service improvement and ITIL‑aligned best practice
• Commercial and Service Governance: Support contract management, service governance, service transitions, resource utilisation and contract renewal activity

CANDIDATE REQUIREMENTS

ESSENTIAL

• Proven experience in Service Delivery Management, IT Account Management or IT Operations
• Strong technical understanding of general IT support issues and the ability to provide technical guidance
• Strong customer‑facing and stakeholder management skills
• Experience managing SLAs, KPIs and service reporting
• Excellent communication and presentation skills
• Strong organisational and problem‑solving abilities
• Experience working within ITIL‑influenced environments
• Experience building and maintaining strong customer relationships
• Experience managing customer escalations and service improvement initiatives
• Experience within Managed Service Providers (MSPs)
• Customer‑focused and commercially aware
• Calm under pressure with strong leadership, influencing and interpersonal skills
• Detail‑oriented, collaborative and focused on continuous improvement

DESIRABLE

• ITIL Foundation certification or higher
• PRINCE2, Agile or project management qualifications
• Experience using service management tools such as Autotask, HaloPSA, ServiceNow, Jira Service Management or ConnectWise