Harvey Nash
Technical Service Delivery Manager
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Role: Technical Service Delivery Manager
Location: Coventry (Hybrid)
Salary: £55,000 - £60,000 DOE + Benefits
(Must have MSP experience)
(Must have good technical awareness (M365, Azure, infrastructure, networking, cyber security, telecoms))
My client is looking for a Service Delivery Manager to lead service operations across the Midlands region within a fast-growing managed services environment.
This is a senior leadership role focused on service excellence, team development, and customer experience. You’ll ensure consistent, high-quality IT service delivery while helping integrate multiple teams into a single, unified operating model.
Rather than hands-on technical delivery, this role is about ownership, leadership, continuous improvement, and building a high-performing service culture.
Responsibilities:
Service Delivery & Operations
- Own service delivery performance across the Midlands region
- Ensure SLAs are consistently met or exceeded
- Lead major incident and escalation management with clear communication
- Drive root cause analysis and service improvement initiatives
- Track KPIs and service performance metrics
- Standardise tools, processes, and operational best practice across teams
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Client Engagement & Strategy
- Act as senior operational contact for key clients
- Lead service reviews and ensure clear actions and outcomes
- Support technology roadmaps and long-term planning discussions
- Work closely with account and project teams for seamless service transition
- Manage escalations and ensure effective resolution
Leadership & People Management
- Lead, coach, and develop engineering and service teams
- Conduct 1:1s, appraisals, and personal development planning
- Build a strong customer-first and performance-driven culture
- Recruit and onboard new team members in line with growth plans
Integration & Continuous Improvement
- Unify service teams across multiple business units
- Define and embed a single operating model
- Deliver training and capability development programmes
- Support ongoing acquisition integration and alignment
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Stakeholder Management
- Represent service delivery in leadership forums
- Provide clear reporting on performance, risks, and improvements
- Manage vendor and third-party relationships where required
What We’re Looking For
- 5+ years’ experience in IT service delivery leadership
- Background within a Managed Service Provider environment
- Strong people leadership and team development experience
- Confident client and stakeholder management skills
- Solid understanding of ITIL principles
- Experience working with KPIs and service reporting
- Good technical awareness (M365, Azure, infrastructure, networking, cyber security, telecoms)
- Experience in post-acquisition integration or organisational change
- ITIL certification or formal leadership training
Please apply!
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