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For Companies At a Glance
- Tasks: Lead operational teams and ensure top-notch service delivery for clients.
- Company: Specialist managed IT provider in a growth phase.
- Benefits: Competitive salary, 25 days holiday, and hybrid working.
- Other info: Opportunity for professional growth and development in a supportive environment.
- Why this job: Join a dynamic team and make a real impact in service delivery.
- Qualifications: 3-5 years as a Service Delivery Manager with strong leadership skills.
The predicted salary is between 45000 - 55000 £ per year.
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.
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.
service-delivery-team-lead employer: ed Resourcing Ltd
Contact Detail:
ed Resourcing Ltd 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 Senior Service Delivery Manager 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 calmness under pressure and your ability to lead teams effectively. Practice makes perfect!
✨Tip Number 3
Show off your technical chops! Brush up on your knowledge of Microsoft 365, Azure, and service management platforms like ConnectWise. Being able to speak confidently about these tools will set you apart from the competition.
✨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 about their job search. Let’s get you that Senior Service Delivery Manager position!
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. Use specific examples that showcase your achievements in service delivery.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Tell us why you’re the perfect fit for this role. Mention your leadership style and how you’ve successfully improved team performance in the past. Keep it engaging and personal!
Showcase Your Technical Skills: Don’t forget to mention your technical know-how! We’re looking for someone with experience in Microsoft 365, Azure, and service management platforms like ConnectWise. Make sure these skills are front and centre in your application.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at ed Resourcing Ltd
✨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 operational teams in the past. Think about specific situations where you improved team performance or handled escalations. This role is all about leadership, so demonstrating your ability to coach and develop others will be key.
✨Client Engagement is Key
Be ready to discuss how you've built long-term relationships with clients. Share stories about how you've managed difficult conversations or escalations with clarity and confidence. This will highlight your ability to maintain client trust, which is crucial for this position.
✨Prepare for High-Pressure Scenarios
Since this role involves managing complex situations, think of examples where you've successfully navigated high-pressure incidents. Be prepared to explain your thought process and how you stabilised delivery during those times. This will demonstrate your calmness and decisiveness under pressure.