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For Companies At a Glance
- Tasks: Lead IT service delivery and enhance customer support experiences.
- Company: Established and growing business with a focus on innovation.
- Benefits: Competitive salary, career growth, and a supportive team culture.
- Other info: Opportunity to transform busy environments into structured, efficient ones.
- Why this job: Take ownership of service delivery and make a real impact.
- Qualifications: Strong service delivery experience and operational mindset required.
The predicted salary is between 50000 - 65000 £ per year.
This is a great opportunity to join a long established, and continually growing business, where you will have the opportunity to take ownership of service delivery, to ensure continuous customer satisfaction.
The Service Delivery Lead is responsible for the day-to-day running, quality, and performance of the support function. This role exists to:
- Strengthen service delivery
- Relieve pressure on senior technical staff
- Provide a clear operational bridge between leadership and the support team
- Ensure service is consistent, measurable, and scalable as the business grows
This is not just a senior technician role. It combines technical understanding with operational leadership and service ownership.
Key Responsibilities
- Service Ownership: Take full ownership of how IT support is delivered across the business, ensuring a consistent, professional experience for clients.
- Senior Support Relief & Escalation Control: Reduce reliance on senior engineers for reactive escalation by owning prioritisation, quality checking, and escalation decisions.
- Team Coordination: Coordinate the support team day-to-day: Manage workload allocation, balance 1st / 2nd line capacity, ensure tickets move efficiently and don’t stall.
- Leadership Bridge: Act as the main go-between for the Managing Director and the support team: Translate business priorities into operational action, provide clear feedback on risks, capacity, and performance.
- KPI & Performance Management: Own and drive service KPIs, including SLA performance, ticket ageing and backlog, escalation rates and repeat issues. KPIs are used to improve outcomes, not just produce reports.
- Process & Structure Improvement: Continuously improve support processes and structure: Standardise how support is delivered, reduce inefficiencies, improve documentation and consistency.
- Autotask (PSA) Ownership: Ensure Autotask is used properly and consistently: Ticket quality and categorisation, clear workflows, meaningful reporting that supports decision-making.
- Proactive Problem Management: Identify recurring issues or trends and push preventative fixes to reduce client impact and reactive workload.
- Standards & Culture: Raise service standards while maintaining a supportive, no-blame team culture where accountability and clarity are normal.
- Scalable Service Design: Help ensure the support function is designed to scale with the business, reducing dependency on individuals and improving onboarding and growth readiness.
What Good Looks Like
- Senior engineers are protected and focused on high-value work
- Support tickets are well-managed, visible, and predictable
- Service KPIs are clear, trusted, and improving
- Autotask data is accurate and useful
- Clients experience consistent, professional service
- Leadership has clear visibility without being pulled into day-to-day support
Role Character
This role suits someone who:
- Has strong service delivery experience
- Is operationally minded, not just technically focused
- Is comfortable coordinating people without heavy-handed management
- Enjoys turning busy environments into structured, resilient ones
IT Service Delivery Lead/Senior Service Manager in Newport employer: Marstep Resourcing Solutions
Contact Detail:
Marstep Resourcing Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Delivery Lead/Senior Service Manager in Newport
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend meetups, webinars, or even just grab a coffee with someone who’s already in the role you want. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, don’t hold back. Share specific examples of how you've improved service delivery or tackled challenges in your previous roles. This is your time to shine!
✨Tip Number 3
Be proactive! If you see a company you’re keen on, don’t wait for them to post a job. Reach out directly and express your interest. A well-timed email can make all the difference and show that you’re genuinely interested.
✨Tip Number 4
Apply through our website! We’ve got loads of opportunities waiting for you. Plus, applying directly shows us you’re serious about joining our team. So, what are you waiting for? Get your application in today!
We think you need these skills to ace IT Service Delivery Lead/Senior Service Manager in Newport
Some tips for your application 🫡
Show Your Service Delivery Skills: Make sure to highlight your experience in service delivery. We want to see how you've taken ownership of support functions and improved customer experiences in your previous roles.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language to describe your responsibilities and achievements. We appreciate a well-structured application that gets straight to the point!
Tailor Your Application: Don’t just send a generic application! Tailor your CV and cover letter to reflect the specific skills and experiences that match the role. We love seeing candidates who take the time to connect their background with what we’re looking for.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re genuinely interested in joining our team!
How to prepare for a job interview at Marstep Resourcing Solutions
✨Know Your Service Delivery Inside Out
Before the interview, make sure you understand the key responsibilities of the Service Delivery Lead role. Brush up on your knowledge of service delivery processes, KPIs, and how to improve support structures. Being able to discuss specific examples from your past experience will show that you're ready to take ownership.
✨Showcase Your Leadership Skills
This role requires strong operational leadership, so be prepared to share instances where you've successfully coordinated teams or improved service delivery. Think about how you've managed workloads, reduced escalations, or enhanced team performance in previous roles.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle real-life situations. Prepare examples of how you've identified recurring issues and implemented preventative measures. This will demonstrate your proactive approach to service management.
✨Emphasise Cultural Fit
The company values a supportive, no-blame culture, so highlight your ability to maintain accountability while fostering a positive team environment. Share experiences where you've contributed to a collaborative atmosphere, as this aligns with their vision for service delivery.