At a Glance
- Tasks: Lead a regional service delivery team to ensure top-notch customer outcomes and operational excellence.
- Company: Join Netrio, a leading MSP in North America with a focus on innovative IT solutions.
- Benefits: Enjoy competitive salary, remote work flexibility, and opportunities for professional growth.
- Other info: Be part of a collaborative culture that values continuous improvement and innovation.
- Why this job: Make a real impact in a dynamic environment while developing your leadership skills.
- Qualifications: 5+ years in IT service delivery and 3+ years in a supervisory role required.
The predicted salary is between 60000 - 80000 £ per year.
The Remote Services Manager is responsible for the performance, customer outcomes, and operational execution of a designated regional service delivery team within a global MSP environment. This role owns regional service delivery, ensuring alignment to company standards, customer contractual obligations, and global operating models. This position is accountable for team performance, service quality, SLA adherence, and continuous improvement, while partnering across global leadership, engineering, and platform teams. The role is designed to grow with the organization and may expand in scope over time.
What you’ll do
- Service Delivery & Customer Outcomes
- Ensure consistent delivery against SLAs, KPIs, and customer contractual obligations
- Drive high-quality customer experience including responsiveness, communication, and resolution ownership
- Act as escalation point for high-impact customer issues and service concerns
- Monitor customer sentiment, escalations, and at-risk accounts; implement corrective actions
- Partner with Customer Success and Account Management on service reviews and improvement plans
- Team Leadership & Performance Management
- Lead a team of Supervisors, Leads, and/or individual contributors within a defined region
- Conduct regular 1:1s, coaching, and performance management including annual reviews
- Own hiring, interviewing, and onboarding for the regional team
- Establish clear accountability for ticket ownership, updates, and resolution standards
- Drive a performance culture aligned to metrics: SLA, backlog, utilization, and CSAT
- Identify and develop high-potential talent; address underperformance proactively
- Operational Execution & Workflow Management
- Own day-to-day service operations including queue health, priority response (P1-P4), ticket flow, and escalation paths
- Ensure adherence to global service desk standards and processes (ITIL-aligned)
- Drive consistency across shifts, including after-hours and weekend coverage
- Own shift transition quality and cross-region handoff protocols within the follow-the-sun model
- Ensure ticket state, priority, and context are maintained as tickets move across time zones and teams
- Serve as primary escalation contact during the regional coverage window
- Capacity Planning & Staffing
- Identify staffing needs based on demand, ticket volume, and service complexity
- Partner with leadership on headcount planning, workforce distribution, and cost-efficiency trade-offs
- Balance capacity vs. demand to optimize service levels; adjust for trends, seasonality, and major initiatives
- Continuous Improvement & Process Optimization
- Identify inefficiencies in workflows, ticket handling, and escalation patterns
- Lead initiatives to reduce backlog, improve MTTR, and enhance service quality
- Maintain and contribute to knowledge base standards – accuracy, coverage gaps, and team contribution
- Implement structured review cadences (daily/weekly/monthly) for performance tracking
- Apply frameworks such as ITIL, Theory of Constraints, and continuous improvement methodologies
- Technology & Automation
- Partner with platform and tooling teams on PSA/ITSM optimization and RMM integration improvements
- Contribute to automation and AI initiatives including ticket routing, alert management, and knowledge management
- Drive adoption of new tools and processes within the regional team
- Cross-Functional Collaboration
- Work closely with Engineering (L3/Projects) for escalations and root cause analysis
- Coordinate with NOC and alert teams for event-driven workflows
- Partner with Customer Success and Sales on client alignment and expectation management
- Support client migrations, onboarding/offboarding, and platform transitions
- Participate in global manager coordination cadences to ensure operational consistency across regions
- Reporting, Metrics & Accountability
- Track and report on SLA attainment, MTTA/MTTR, backlog and aging, utilization, and CSAT
- Use data to drive decisions, accountability, and continuous improvement
- Present performance insights to leadership with clear action plans
Qualifications Experience
- 5+ years in MSP, IT service delivery, or service desk environments
- 3+ years in a supervisory or lead role managing technical teams
- Experience in a multi-tiered support environment (L1/L2/L3)
- Demonstrated experience building or documenting processes from the ground up
- Experience with shift-based or 24x7 support operations preferred
- Global or multi-region support experience a plus
Core Competencies
- Strong operational leadership with a clear accountability mindset
- Ability to manage through metrics, data, and KPIs
- Customer-first approach with proven ability to manage escalations effectively
- Experience with ITSM/PSA tools (e.g., ConnectWise Manage, ServiceNow, Zoho Desk)
- Solid understanding of ITIL frameworks and service management best practices
- Ability to lead change and build structure in fast-paced, evolving environments
About Netrio
Netrio is a leading MSP in North America, specializing in IT solutions for mid-market to enterprise customers. We serve over 1,000 clients across industries with services including managed IT, cybersecurity, cloud, connectivity, voice, and custom application development.
Regional MSP Service Delivery Lead (Remote) in Belfast employer: Netrio
Netrio is an exceptional employer that prioritises employee growth and development within a dynamic and supportive work culture. As a leading Managed Service Provider, we offer competitive benefits, a commitment to continuous improvement, and the opportunity to lead a talented team in delivering high-quality IT solutions across North America. Join us to be part of a collaborative environment where your contributions directly impact customer success and operational excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Regional MSP Service Delivery Lead (Remote) in Belfast
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching the company and role thoroughly. We should be ready to discuss how our skills align with their needs, especially around service delivery and customer outcomes. Show them you’re the perfect fit!
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms. We can nail those tricky questions about team leadership and operational execution if we rehearse our responses.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way. We want to remind them of our enthusiasm for the role and keep ourselves top of mind as they make their decision.
We think you need these skills to ace Regional MSP Service Delivery Lead (Remote) in Belfast
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Regional MSP Service Delivery Lead role. Highlight your experience in service delivery, team leadership, and operational execution, as these are key aspects of the job.
Showcase Your Achievements:Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Use metrics where possible to show how you’ve improved service quality or team performance.
Be Clear and Concise:Keep your application clear and to the point. Use bullet points for easy reading and make sure to address all the key qualifications mentioned in the job description. We want to see your skills shine!
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 and shows your enthusiasm for joining our team at StudySmarter!
How to prepare for a job interview at Netrio
✨Know Your SLAs and KPIs
Before the interview, brush up on the specific SLAs and KPIs relevant to the role. Be ready to discuss how you've successfully managed these metrics in your previous positions, as this will show your understanding of service delivery expectations.
✨Showcase Your Leadership Style
Prepare examples that highlight your leadership experience, especially in managing technical teams. Discuss how you conduct performance reviews, coach team members, and handle escalations. This will demonstrate your capability to lead a diverse team effectively.
✨Emphasise Continuous Improvement
Be ready to talk about past initiatives you've led to improve service quality or operational efficiency. Mention any frameworks like ITIL or methodologies you've applied to enhance processes, as this aligns with the company's focus on continuous improvement.
✨Demonstrate Cross-Functional Collaboration
Think of instances where you've worked closely with other departments, such as engineering or customer success. Highlight how you coordinated efforts to resolve issues or improve service delivery, showcasing your ability to collaborate across functions.
