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- Tasks: Lead operational teams to ensure top-notch service delivery and client satisfaction.
- Company: A growing managed IT provider with a strong service delivery focus.
- Benefits: Competitive salary, 25+ days holiday, private health care, and hybrid working.
- Other info: Join a culture of accountability and high standards with excellent growth opportunities.
- Why this job: Step up your career in a senior leadership role and make a real impact.
- Qualifications: 3-5 years as a Service Delivery Manager with strong team leadership skills.
The predicted salary is between 45000 - 55000 £ per year.
Hybrid – King’s Lynn (2 days per week) £45,000 – £55,000 + benefits
Our client is a specialist managed IT provider entering a focused phase of growth. Their service delivery function is strong and now they need a senior operational leader to take it further. This is a Senior Leadership Team role, responsible for scaling consistency, strengthening accountability, and ensuring we remain the partner our clients rely on when it matters most. You will lead multiple operational teams, take ownership of service performance end-to-end, and be the person both clients and internal teams trust when situations become complex or high-pressure. This role requires someone who has already operated successfully as a Service Delivery Manager and is ready to deliver at a higher standard.
The Role
You will take full ownership of service delivery across:
- Service Desk
- Provisioning
- Service Assurance
Leading a team of 12–15, you will ensure consistent SLA performance, drive operational improvements, and maintain high standards across all client interactions.
Key Responsibilities
- Service Delivery Leadership
- Own end-to-end service performance across all operational teams
- Ensure consistent delivery against SLAs across all client accounts
- Maintain control of ticket queues, call handling and service standards
- Step in during major incidents or service disruption to stabilise delivery
- Client Engagement & Success
- Act as a senior operational contact for key clients
- Lead structured service reviews with clear performance data and improvement plans
- Manage escalations and difficult conversations with clarity and confidence
- Build long-term client trust through consistent delivery and communication
- Escalation & Incident Management
- Take full ownership of escalations through to resolution
- Coordinate teams, remove blockers and maintain accountability
- Communicate proactively during incidents
- Lead post-incident reviews and embed lasting improvements
- Team Leadership
- Lead, coach and develop a team of 12–15 operational staff
- Drive accountability, performance and professional standards
- Manage performance proactively, including underperformance and complex people matters
- Build a culture where ownership and client care are the baseline
- Operational Improvement & Governance
- Identify trends, recurring issues and systemic weaknesses
- Deliver continuous improvement initiatives with measurable outcomes
- Ensure adherence to processes, governance frameworks and compliance requirements
- Report on KPIs and operational performance to the Senior Leadership Team
What Success Looks Like
- Consistent SLA achievement across all service functions
- Improved client satisfaction, retention and confidence
- Reduced escalation volume through stronger team ownership
- A more accountable, high-performing service delivery team
- Clear, measurable improvements in operational KPIs
What We’re Looking For
Essential Experience
- 3–5+ years as a Service Delivery Manager
- Experience managing multiple operational teams (Service Desk, Provisioning, Field Engineering)
- Proven track record managing complex client relationships in regulated environments
- Strong experience handling escalations, major incidents and high-pressure situations
- Demonstrable success improving team performance through coaching and accountability
- Confident engaging with senior client stakeholders (Director level and above)
Technical Understanding
- Microsoft 365 and Azure
- Intune and endpoint management
- Networking and connectivity fundamentals (Unifi advantageous)
- Service management platforms (ConnectWise preferred)
Personal Attributes
- Takes ownership without being asked and delivers without being chased
- Calm, clear and decisive under pressure
- Holds high standards for both themselves and others
- Comfortable operating at both strategic and operational levels
- Understands the difference between managing a team and leading one
Location & Working Pattern
- Hybrid: 2 days per week in King’s Lynn
- Must be within 1.5 hours travel distance
- Travel to client sites across the UK as required
- Monday to Friday, 9:00am – 5:30pm (flexibility required)
- Professional home working environment essential
Salary & Benefits
- £45,000 – £55,000 (depending on experience)
- 25 days holiday + bank holidays (rising to 30)
- Contributory pension scheme
- Private health, dental and eye care
- Structured personal development and technical training
- Monthly team socials, quarterly business updates, annual review event
- Hybrid working environment
- Free parking
Our Culture
We are direct, accountable and outcome-focused. We deal with issues early, not late. We take pride in delivering consistently high standards to clients who depend on us.
If you’re an experienced Service Delivery Manager who has already proven yourself — and you’re ready to operate at a higher level — we want to hear from you.
Service Delivery Team Lead employer: Altered Resourcing
Contact Detail:
Altered Resourcing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Team Lead
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about letting people know you’re on the hunt for a Service Delivery Team Lead role. You never know who might have the inside scoop on an opportunity.
✨Tip Number 2
Prepare for those tricky interview questions! Think about how you’ve handled escalations or major incidents in the past. We want you to showcase your calm and decisive nature under pressure, so practice articulating your experiences clearly.
✨Tip Number 3
Show off your leadership skills! When you get the chance to chat with potential employers, highlight your experience in managing teams and driving accountability. They’ll want to see that you can lead a high-performing service delivery team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our company culture.
We think you need these skills to ace Service Delivery Team Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Service Delivery Team Lead. Highlight your experience in managing operational teams and handling escalations, as these are key for us.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for this role. Share specific examples of how you've improved service delivery and built client trust in previous positions.
Showcase Your Leadership Skills: We want to see how you lead and develop teams. Include details about your coaching style and how you've driven accountability and performance in your past roles.
Apply Through Our Website: For the best chance of success, make sure to apply through our website. This way, we can easily track your application and get back to you quickly!
How to prepare for a job interview at Altered Resourcing
✨Know Your Stuff
Make sure you brush up on your knowledge of service delivery management, especially in IT. Familiarise yourself with Microsoft 365, Azure, and any service management platforms like ConnectWise. Being able to speak confidently about these tools will show that you're ready to hit the ground running.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in high-pressure situations. Think about times when you managed escalations or improved team performance through coaching. This role is all about leadership, so demonstrating your experience here will be key.
✨Client Engagement is Key
Be ready to discuss how you've built long-term relationships with clients. Share specific instances where you managed difficult conversations or escalations with clarity and confidence. This will highlight your ability to maintain client trust, which is crucial for this position.
✨Emphasise Continuous Improvement
Think about how you've identified trends and implemented operational improvements in your previous roles. Be prepared to talk about measurable outcomes from your initiatives. This shows that you not only understand the importance of governance but also know how to drive results.