Nine Twenty Recruitment
Senior Service Delivery Manager
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Service Delivery Manager
Location (Hybrid) | Full Time
Our client is a well-established Managed Service Provider, working with clients across a range of sectors to deliver and support their Microsoft technology estate. As the business continues to grow, they are looking for a Service Delivery Manager to join the team and take ownership of service delivery across their client base.
The role
Reporting into senior leadership, you'll be responsible for the day-to-day running of service delivery, making sure clients are getting a consistently high standard of support and that SLAs are being met across the board. You'll own the relationship with a portfolio of clients, chairing service reviews, managing escalations, and making sure any recurring issues are picked up and addressed before they become a bigger problem.
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- You'll also work closely with the technical teams to keep an eye on ticket queues and resourcing.
- You'll be expected to identify opportunities to improve how the service desk operates as the client base grows.
- Part of the role will involve spotting where clients could benefit from further Power Platform development work, so a good understanding of the Power Platform suite and its practical applications is important.
What they're looking for
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- Previous experience in a Service Delivery Manager or similar role within an MSP is essential, along with a solid understanding of ITIL and how support desks operate day-to-day.
- You'll need hands-on experience with the Power Platform (Power Automate, Power Apps, Power BI) and a good grasp of the wider Microsoft stack.
- Strong stakeholder management is a must, along with the ability to stay calm under pressure and bring structure to a busy, fast-moving environment.
- ITIL certification would be an advantage but isn't essential.
Interested? Get in touch to find out more. LBrown@weareninetwenty.com
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