Technical Service Delivery Manager
📍 Northampton (Hybrid – 3 days office / 2 days remote)
đź’° 55k -65k + Excellent Benefits
Our client is seeking an experienced Technical Service Delivery Manager to oversee the seamless delivery of IT services and solutions to a portfolio of high-profile customers. This is a key role bridging technical operations and client relationships — ensuring services meet agreed standards, performance targets, and drive continual improvement.
You’ll manage Service Level Agreements (SLAs), lead incident and problem management, and collaborate across cloud, infrastructure, and network environments to maintain first-class service quality.
Key Responsibilities
- Ensure operational service targets and contractual obligations are met.
- Use ITSM systems to log, track, and resolve customer issues while maintaining high documentation standards.
- Lead regular service review meetings and act as the primary contact for all service-related matters.
- Build strong, trust-based relationships with customers and internal technical teams.
- Monitor, manage, and report on SLAs and performance metrics, ensuring transparency and accountability.
- Conduct root cause analysis to resolve service issues and implement long-term improvements.
- Collaborate with Account Managers and Solution teams to identify new service opportunities.
- Drive continuous service improvement, optimising workflows and client satisfaction.
Skills & Experience
âś… Proven background in Service Delivery Management within a Managed Service Provider (MSP).
âś… Strong understanding of technical operations, infrastructure, and customer-facing delivery.
âś… Experience managing corporate clients (500+ users).
Technical experience or qualifications in:
- Networking: WAN, LAN, SD-WAN, Wi-Fi
- Microsoft stack (Windows Server, M365, etc.)
- Cloud platforms: Microsoft Azure / AWS
- Infrastructure services
- ITIL-qualified (minimum Intermediate level preferred).
- Experience using Autotask (ITSM tool) – desirable.
What’s on Offer
- Hybrid working: 3 days office / 2 days remote after probation
- Top-tier tech setup: Laptop, monitors, latest iPhone
- 25 days holiday (rising to 30 with service) + bank holidays + optional unpaid leave
- Career progression: Structured training and mentoring programme
- Culture: Fun, supportive, and social – with regular incentives, lunches, and prizes
- Health & wellbeing: Subsidised medical benefits
If you’re a skilled Technical Service Delivery Manager with a passion for delivering exceptional IT services and building strong client relationships — this is your opportunity to make an impact with a forward-thinking team.