Technical Service Delivery Manager

Hybrid - Locations: Northampton, Manchester, Wiltshire

Are you a customer-obsessed IT leader with a knack for managing complex service environments and building long term client relationships? We're currently recruiting for an experienced Technical Service Delivery Manager to join a fast-growing organisation. You'll be the critical link between technical delivery teams and high-profile enterprise clients.

Key Responsibilities

• Own service delivery excellence: Ensure operational targets and contractual obligations are consistently met, with strict adherence to ITIL practices (Incident, Problem, Change, CSI).
• Be the escalation point: Provide technical guidance across Microsoft, O365, AD, Azure, AWS, networking (WAN, LAN, SD-WAN, Wi-Fi), and infrastructure. Support technical teams in resolving escalations quickly and effectively.
• Lead customer engagement: Run regular service review meetings, provide clear reporting, and build long-term relationships by understanding client goals, challenges, and success metrics. Confidently handle conversations up to C-level.
• Drive data-driven reporting: Monitor and report on SLA metrics, create service reports, and support licensing, capacity, and availability planning. Transparency is key.
• Champion process improvement: Identify root causes, streamline workflows, and introduce innovations that enhance client outcomes.
• Collaborate strategically: Work with Account Managers and Solutions teams to identify growth opportunities and contribute to IT strategy reviews and technology roadmaps.
• Mentor and support colleagues: Help develop other Service Delivery Managers and contribute to a high-performance, collaborative team culture.

Experience Required

We're seeking someone who can combine technical authority with service delivery leadership.

• 7-10 years' IT experience, including at least 5 years in service delivery/service management.
• Previous technical background (3rd line upwards) with confidence advising on solutions.
• Experience in an MSP or multi-client environment (retail/distribution experience a plus).
• Technical knowledge across Microsoft stack, networking, infrastructure, Azure, and AWS.
• On Prem to Cloud migration hands on experience
• Certifications: AZ-900 and ITIL Foundation (or equivalent practical experience).
• Excellent communication and stakeholder management skills, with the ability to command a room and communicate confidently with C-level.
• Attributes: professional, resilient under pressure, confident, and a strong team player who contributes to a positive team spirit.
• Proven ability to manage medium to large scale client environments (500+ users).

• Passion for service excellence and a proactive approach to continuous improvement.

Advantageous

• Experience with Autotask or similar ITSM tools.
• Project or transition management experience.
• Customer excellence training or certifications.

What's In It for You

• Hybrid working (3 days in-office, 2 from home).
• 25 days holiday (rising to 30), plus bank holidays and optional unpaid leave.
• Career development through a structured mentoring and progression plan.

If you're passionate about delivering technical services and looking for a role that mixes strategic thinking with hands on impact, send your cv

At Gleeson Recruitment Group, we embrace inclusivity and welcome applicants of all backgrounds, experiences, and abilities. We are proud to be a disability confident employer.

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