IT MSP Service Delivery Manager – Transformation, People, Process

In this role you will own and escalate the Managed Services operation, driving proactive service delivery, people development, and process refinement. You will lead the Service Desk, Escalation and Centralised Services teams, partnering with the CTO to scale the MSP while enhancing customer experience. You’ll transform operations, establish governance, and align delivery with business growth. This is a high-impact opportunity to shape a growing MSP and deliver measurable service improvements.

• Hybrid working
• Competitive salary 60,000-65,000 DOE
• Company pension
• Career progression opportunities
• Direct access to senior leadership
• Autonomy and ownership to shape the business

• Lead day-to-day 1st/2nd line and Escalation Support operations
• Oversee Centralised Services—monitoring, patching, backup, alerting and security tooling
• Improve ticket ownership, SLA performance and customer satisfaction
• Reduce escalations via better workflows, coaching and standards
• Lead major incidents and service recovery; act as trusted operational contact for key customers
• Deliver service reviews, performance reporting and continual service improvement
• Drive problem management, root cause analysis and recurring issue reduction
• Assess operation and build a practical roadmap for ongoing improvements
• Enhance HaloPSA workflows, SLAs, automation, dashboards and data quality
• Coordinate onboarding and transition of new customers; support pre-sales with operational insights
• Support recruitment, capability planning and succession as the business grows
• Coordinate service delivery with Sales, Projects and Technical teams for seamless handovers

• Proven experience leading Service Delivery within an MSP
• Experience transforming or rebuilding MSP Service Desk or Managed Services operation
• Strong leadership across 1st, 2nd line and escalation teams
• Hands-on experience with HaloPSA (or similar PSA) configuring workflows, SLAs, queues, automation and reporting
• Experience managing SLAs, KPIs, customer satisfaction and service performance
• Strong incident, escalation and problem management experience
• Good ITIL knowledge (certification advantageous)
• Broad technical understanding: Microsoft 365, Azure, Windows Server, AD, Entra ID, Intune, Defender, networking, backup/DR; RMM platforms (NinjaOne advantageous)
• Strong customer-facing communication and stakeholder management
• Commercial awareness with onboarding, service transitions and pre-sales experience
• Experience in regulated environments would be advantageous

• Customer-facing communication
• Stakeholder management
• Ownership mentality
• HaloPSA
• Microsoft 365
• Azure