Henley Executive
Information Technology Manager
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IT Service Delivery Manager
Location: London
Salary: £50,000 - £57,000 + Benefits
An exciting opportunity has arisen for an experienced IT Service Delivery Manager to join a growing Managed Service Provider (MSP) in London. We're looking for a Service Delivery Manager with a strong background in Managed Print Services (MPS) and IT Managed Services. You'll lead an established service team, ensure outstanding customer service, and drive operational performance across a portfolio of commercial clients.
This is an excellent opportunity to join a successful MSP where you'll have the autonomy to improve service delivery, develop your team, and build long-term customer relationships.
Key Responsibilities
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- Lead, mentor, and develop the Service Delivery team.
- Manage the delivery of Managed Print and IT Managed Services.
- Ensure SLA and KPI performance targets are achieved.
- Act as the senior escalation point for customers and internal teams.
- Conduct customer service reviews and strengthen client relationships.
- Drive continual service improvement and operational efficiency.
- Produce service reports and performance metrics.
- Work closely with Technical, Operations, and Account Management teams.
Skills & Experience
- Previous experience as an IT Service Delivery Manager, Service Delivery Manager, or Technical Service Manager.
- Managed Service Provider (MSP) experience is essential.
- Strong Managed Print Services (MPS) background.
- Proven experience leading Service Delivery or Technical Support teams.
- Strong knowledge of IT Service Delivery, IT Support, SLAs, KPIs, and customer service.
- Experience supporting commercial/private sector clients.
- Excellent leadership, communication, and stakeholder management skills.
- Commercially minded with a focus on customer satisfaction and service excellence.
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