Service Delivery Manager (ITIL MSP)

Remote UK to £50k

Are you an experienced Service Delivery Manager who would relish the opportunity to set up and establish a service delivery function from the ground up?

You could be progressing your career in an impactful role at a scaling tech / private equity group that is on a mission to acquire, connect and grow exceptional regional IT MSPs into a single high-performing platform, giving every client access to enterprise-grade IT, security and AI capability and every business owner the resources to achieve more than they could alone.

Following a series of acquisitions, each business has retained its own processes, reporting and ways of working, there is no common service review framework, escalation process or consistent view of customer satisfaction. As a Service Delivery Manager you will you'll change that, creating the service standards, governance and client experience that every future acquisition will adopt.

• You'll begin by assessing how service delivery operates across the group, identifying opportunities for improvement and establishing a consistent approach to escalations, client communication, service reviews and customer satisfaction.
• Working closely with technical and operational teams, you'll implement CSAT programmes, take ownership of major client escalations and ensure issues are driven through to successful resolution.
• As the function evolves, you'll roll out a group-wide service delivery framework, introduce meaningful service KPIs and reporting, and lead strategic service reviews with key clients focused on business outcomes rather than ticket volumes.
• You'll use service data to identify recurring issues, partner with technical teams to eliminate root causes and continually improve the customer experience.
• Longer term, you'll become the owner of client satisfaction and service performance across the group, ensuring every new acquisition adopts the same high standards while providing leadership with clear insight into service quality, operational performance and client retention.