Technical Service Delivery Manager

Role: Technical Service Delivery Manager Location: West Midlands (5 days a week onsite) Salary: £45,000 - £55,000 DOE

(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.

You’ll oversee service desk, incident, major incident, problem management, and monitoring functions, ensuring customers receive proactive, reliable, and value-driven support.

A key part of the role is aligning teams from recent acquisitions, embedding consistent ways of working, and identifying and developing future leaders within the business.

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 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 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!