Service Delivery Manager ITIL MSP

Salary: £50,000 - 50,000 per year

Requirements

• We are looking for strong Service Delivery Management experience within an MSP or managed services environment.
• We need experience in leading service improvement, operational transformation, or service standardisation initiatives.
• We require experience developing KPIs, SLAs, service governance, and customer satisfaction programmes.
• We need advanced stakeholder management skills and strong leadership abilities.
• We expect experience managing major escalations and driving continuous improvement.
• We are looking for an analytical and commercially minded approach, using service metrics and data to improve customer outcomes and operational efficiency.

Responsibilities

• We will have you assess how service delivery operates across the group and identify opportunities for improvement.
• We will have you establish a consistent approach to escalations, client communication, service reviews, and customer satisfaction.
• We will have you implement CSAT programmes and take ownership of major client escalations.
• We will have you ensure issues are driven through to successful resolution.
• We will have you roll out a group-wide service delivery framework.
• We will have you introduce meaningful service KPIs and reporting.
• We will have you lead strategic service reviews with key clients focused on business outcomes.
• We will have you use service data to identify recurring issues and partner with technical teams to eliminate root causes.
• We will have you continually improve the customer experience.
• We will have you own client satisfaction and service performance across the group.
• We will have you ensure every new acquisition adopts the same high standards.
• We will have you provide leadership with clear insight into service quality, operational performance, and client retention.

Technologies

• AI
• Security
• ITIL

More

We are a scaling tech and private equity group 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. This is a remote role based in the UK, with most work from home and some travel to client sites across the UK. We offer a salary of up to £50k, remote working, and an impactful role with strong career progression.

last updated 28 week of 2026