Service Delivery & Operations Manager - Cheshire

Adria Solutions Ltd.; Middlewich; On-site; GBP 65,000 - 85,000; Full time

Benefits offered by this job

Contributory pension

Free parking

Mileage expenses or company vehicle

Job summary

Adria Solutions Ltd. in Cheshire seeks an experienced Service Delivery & Operations Manager to lead its technical service function. You will own day-to-day service delivery, manage a technical team and act as the senior point of contact for customers.

The role requires strong IT service delivery knowledge, customer-facing excellence and the ability to drive performance improvements across SLAs and KPIs. An MSP/IT services background is highly regarded.

Qualifications

• Experience leading a technical team in MSP/IT services.
• Strong understanding of IT service delivery and SLAs.
• Familiarity with ticketing, PSA or RMM platforms.
• Excellent communication with customers and stakeholders.

Responsibilities

• Lead and develop a team of technical professionals.
• Own day-to-day service delivery and performance.
• Monitor SLAs, KPIs, workloads and standards.
• Manage escalations and support the team.
• Build relationships with customers and senior stakeholders.
• Lead customer service reviews and improvements.
• Support technical discussions, projects and new business.
• Recruit and onboard technical staff.
• Improve processes and service quality.

Skills

Team leadership

IT service delivery

Stakeholder management

Customer-facing communications

Commercial awareness

Tools

Ticketing systems

PSA platforms

RMM platforms

MS/Azure/Cisco knowledge

Job description

Service Delivery & Operations Manager - Cheshire

We’re working with an established technology business that is looking for an experienced Service Delivery & Operations Manager to lead its technical service function.

This is a broad role combining team leadership, customer management, service delivery and technical oversight. You’ll take ownership of operational performance, develop the technical team and act as a senior point of contact for customers.

Key Responsibilities

• Lead and develop a team of technical professionals.
• Take ownership of day-to-day service delivery and performance.
• Monitor SLAs, KPIs, workloads and operational standards.
• Manage technical escalations and support the team when required.
• Build strong relationships with customers and senior stakeholders.
• Lead customer service reviews and identify improvement opportunities.
• Support technical discussions, projects and new business opportunities.
• Recruit, onboard and develop technical staff.
• Help improve processes, documentation and overall service quality.

About You

We’re looking for someone with experience within an MSP, IT services or technology environment, who has progressed into a technical leadership or service delivery position.

You should have:

• Experience managing or leading a technical team.
• Strong understanding of IT service delivery.
• Experience with service management, ticketing, PSA or RMM platforms.
• Excellent customer-facing and communication skills.
• The confidence to deal with senior stakeholders.
• A commercially aware and solutions-focused approach.
• A full UK driving licence.

Desirable: Microsoft/Azure/Cisco experience, relevant certifications and experience managing SLAs, KPIs or technical projects.

The Package

• Contributory pension
• Free parking
• Mileage expenses or company vehicle
• Excellent opportunity to take ownership of a growing technical operation

Service Delivery & Operations Manager

Service Delivery & Operations Manager - Cheshire