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- Tasks: Lead a dynamic service desk team and ensure top-notch customer service.
- Company: Join a fast-growing Managed Services Provider that values its people.
- Benefits: Competitive salary, hybrid working, generous leave, and health care perks.
- Why this job: Shape the future of IT service delivery and make a real impact.
- Qualifications: Experience in IT service management and strong leadership skills required.
- Other info: Exciting career growth opportunities in a supportive environment.
The predicted salary is between 43000 - 47000 £ per year.
Do you thrive in leadership roles and want to join a growing MSP that truly invests in its people? Due to continued expansion, a dynamic Managed Services Provider based in Bracknell is looking for an IT Service Delivery Manager to lead their 7-person service desk team. Supporting over 60 clients, this MSP prides itself on a collaborative culture, excellent customer service, and strong technical delivery.
You will step into a key leadership role where your experience in service management, people development, and operational excellence will directly shape the continued growth and maturity of the support function. This position is hybrid working, office-based 3 days per week.
Responsibilities include:- Lead and develop a 7-person service desk team, providing coaching, 1-1s, and clear performance management.
- Oversee day-to-day service operations ensuring SLAs, KPIs, and customer satisfaction targets are consistently achieved.
- Act as the senior point of escalation for technical issues and major incidents, coordinating effective resolutions.
- Run weekly team meetings and ensure processes, standards, and workflows are consistently followed.
- Monitor service performance, ticket queues, and trends to drive continuous service improvement.
- Manage resource planning including holiday scheduling and ensuring adequate cover.
- Conduct and communicate Post-Incident Reviews (PIRs) and support proactive problem management efforts.
- Collaborate with internal teams and account managers to support client roadmaps and service quality.
- Support recruitment, onboarding, and training of new team members.
- Maintain and refine ITIL-aligned processes, documentation, and service desk standards.
- Experience managing an IT Service Desk or Service Delivery function within an MSP.
- Strong leadership and people-management skills with a calm, structured approach to escalations.
- Solid understanding of IT operations and ITSM frameworks (e.g., ITIL).
- Excellent communication skills and the ability to prioritise effectively in a fast-paced environment.
- Familiarity with tools such as ConnectWise Manage, NinjaOne (advantageous but not essential).
- £43,000-£47,000 starting salary (DOE)
- Hybrid working - 3 days per week in the office
- 22 days annual leave + Birthday off
- 9.5-day fortnight after probation
- Pension scheme
- Death-in-service cover
- Health care top-up
This is a brilliant opportunity to step into a leadership role within a supportive, fast-growing MSP where your expertise will genuinely influence service quality and team performance.
Interested? Don’t worry if your CV isn’t up to date - reach out to Gianluca @ circlerecruitment (dot) com for a confidential chat.
IT Service Delivery Manager in Bracknell employer: Circle Group
Contact Detail:
Circle Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Delivery Manager in Bracknell
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend local meetups, or join online forums. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your own. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice your leadership stories! Think of specific examples where you've successfully managed a team or resolved a conflict. These anecdotes will showcase your skills and experience during interviews, making you stand out as a candidate.
✨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 take the initiative to connect directly with us.
We think you need these skills to ace IT Service Delivery Manager in Bracknell
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the IT Service Delivery Manager role. Highlight your leadership experience and any relevant ITIL knowledge to show us you’re the right fit!
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about this role and how your background aligns with our values. A personal touch can really make you stand out from the crowd!
Showcase Your Achievements: Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. We love to see how you’ve driven improvements and led teams to success!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s the quickest way for us to see your application and get the ball rolling!
How to prepare for a job interview at Circle Group
✨Know Your Stuff
Make sure you brush up on your ITIL knowledge and any relevant service management frameworks. Be ready to discuss how you've applied these in previous roles, especially in managing service desks or delivery functions.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past. Think about specific situations where you coached team members, handled escalations, or improved performance metrics. This will demonstrate your capability to lead the 7-person service desk team effectively.
✨Understand the Company Culture
Research the Managed Services Provider's values and culture. Be ready to explain how your approach aligns with their collaborative environment and commitment to customer service. This shows that you're not just a fit for the role, but also for the company.
✨Ask Insightful Questions
Prepare thoughtful questions about the team's current challenges, the company's growth plans, and how they measure success. This not only shows your interest in the role but also helps you gauge if this is the right place for you.
