At a Glance
- Tasks: Lead and transform our Managed Services operation for a proactive, customer-focused service.
- Company: Join Nexian, a leading tech partner in Managed IT Services and Digital Transformation.
- Benefits: Enjoy a competitive salary, hybrid working, and career progression opportunities.
- Other info: Collaborative culture where your ideas are valued and growth is supported.
- Why this job: Shape the future of our Managed Services with genuine autonomy and ownership.
- Qualifications: Proven experience in MSP Service Delivery and strong leadership skills required.
Build & Own the Whole Service Operation. Not Just the Queue
Most Service Delivery Manager roles ask you to maintain what's already there.
This one doesn't.
We're looking for an experienced MSP Service Delivery Manager to take ownership of our Managed Services operation, strengthen how we deliver support, develop our people and build a more proactive, customer-focused service that scales with our growth.
You'll have genuine authority to improve service delivery, develop people, refine operational processes and work directly alongside our CTO to shape the future of our Managed Services business.
If you've ever wanted the opportunity to build and improve an MSP rather than simply maintain one, we'd love to hear from you.
The Role at a Glance
Technical Service Delivery Manager
Aston Cross, Birmingham – Office Based Initially (3–6 Months) | Hybrid Working Thereafter (Subject to Successful Onboarding, Performance & Business Requirements)
- £60,000 - £65,000 DOE + Company Benefits
- Permanent | Full Time
- Reporting to: CTO
Product / Service: Managed IT Services | Microsoft Cloud | Cyber Security | Digital Transformation
Pedigree: Growing Managed Services Provider specialising in Microsoft Cloud & Digital Transformation
Your Background / Skills: Managed Services, Service Delivery, IT Service Desk Leadership, Halo PSA, ITIL, Microsoft Cloud, Customer Success, Incident Management, Team Leadership
Who We Are
Nexian is a leading technology partner specialising in Managed IT Services, Microsoft Cloud, Cyber Security, AI, Automation and Digital Transformation.
We help ambitious organisations modernise, secure and optimise their technology through a combination of strategic consultancy, managed services and technical expertise.
Alongside our Managed Services business, we're recognised as one of the UK's leading Actionstep implementation partners, supporting legal, professional services and other ambitious organisations with technology that enables long-term growth.
We're a collaborative, ambitious business where ownership is encouraged, good ideas are welcomed and people genuinely enjoy working together.
The Opportunity
We're specifically looking for someone who has already led Service Delivery within an MSP and can demonstrate how they've improved or transformed a service operation before.
You'll inherit a solid foundation with genuine opportunity to improve how we operate, developing a more proactive, accountable and customer-focused service operation.
You'll lead our Service Desk, Escalation and Centralised Services teams while working closely with the CTO to improve operational maturity, strengthen customer experience and support the continued growth of the business.
Whilst you'll have strong technical credibility, this is not a hands-on engineering role.
Instead, you'll lead the people, processes and service operations that enable our technical teams to perform at their best.
- What You'll Be Doing
- Service Leadership
- Lead the day-to-day operation of our 1st, 2nd and Escalation Support teams.
- Oversee Centralised Services including monitoring, patching, backup, alerting and security tooling.
- Improve ticket ownership, SLA performance, customer satisfaction and operational efficiency.
- Reduce unnecessary escalations through improved workflows, coaching and service standards.
- Customer Service & Operational Excellence
- Lead major incidents, customer escalations and service recovery activities.
- Become a trusted operational contact for key Managed Service customers.
- Deliver service reviews, performance reporting and continual service improvement initiatives.
- Drive problem management and root cause analysis to reduce recurring issues.
- Service Improvement
- Assess the current operation and build a practical roadmap for continual improvement.
- Improve Halo PSA workflows, SLAs, automation, reporting, dashboards and service data quality.
- Introduce better documentation, knowledge management and operational processes.
- Identify opportunities to automate repetitive activities and improve service maturity.
- Leadership & People Development
- Coach, mentor and develop Service Desk engineers and team leaders.
- Conduct one-to-ones, performance reviews and capability planning.
- Build a culture of ownership, accountability and continuous improvement.
- Support recruitment and succession planning as the business grows.
- Projects & Customer Onboarding
- Coordinate operational delivery for new customer onboarding and Managed Service transitions.
- Work closely with Sales, Projects and Technical teams to ensure seamless customer handovers.
- Support pre-sales activity by providing operational expertise and service insight.
- Coordinate project delivery from a service perspective while working alongside technical specialists responsible for solution design.
About You
You're an experienced MSP Service Delivery leader who enjoys improving operations rather than simply maintaining them.
You understand how to balance customer expectations, technical capability and commercial priorities while developing high-performing teams that consistently deliver excellent service.
You'll probably bring
- Proven experience leading Service Delivery within a Managed Service Provider.
- Demonstrable experience improving, transforming or rebuilding an MSP Service Desk or Managed Services operation.
- Strong leadership experience across 1st Line, 2nd Line and Escalation teams.
- Deep hands-on experience with Halo PSA (strongly preferred) or another leading PSA platform, including configuring workflows, SLAs, queues, automation, dashboards and reporting.
- Experience managing SLAs, KPIs, customer satisfaction and service performance.
- Strong incident, escalation and problem management experience.
- Good working knowledge of ITIL service management principles (certification advantageous).
- Broad technical understanding across Microsoft 365, Azure, Windows Server, Active Directory, Entra ID, Intune, Microsoft Defender, networking, backup/disaster recovery and modern RMM platforms (Ninja One experience advantageous).
- Strong customer-facing communication and stakeholder management skills.
- Commercial awareness with experience supporting customer onboarding, service transitions and pre-sales activities.
- Experience supporting legal, professional services or other regulated environments would be advantageous.
Why Join Nexian?
This is an opportunity to genuinely shape how our Managed Services function operates.
Rather than inheriting a mature operation, you'll have the autonomy to improve processes, develop people and create a service operation capable of supporting our ambitious growth plans.
Alongside a competitive salary you'll enjoy
- Hybrid working following successful onboarding, subject to performance and business requirements.
- Company pension.
- Career progression opportunities.
- Direct access to senior leadership.
- Genuine autonomy and ownership.
- Opportunity to shape a growing Managed Services business.
- Supportive, collaborative culture.
- Your Experience May Include
Technical Service Delivery Manager, IT Service Delivery Manager, Managed Services Manager, MSP Operations Manager, Service Desk Manager, IT Operations Manager, Head of Service Delivery, Technical Operations Manager or Service Operations Manager.
Apply Now
If you're ready to build, improve and lead a Managed Services operation where your ideas, leadership and experience will genuinely shape the future of the business, we'd love to hear from you.
Application notice...
We take your privacy seriously.
As you might expect you may be contacted by email, text or telephone.
Your data is processed by our talent partner RR (Recruitment Revolution) on the basis of their legitimate interests in fulfilling the recruitment process.
Please refer to our Data Privacy Policy & Notice on our website for further details
IT MSP Service Delivery Manager - Transformation, People, Process employer: RecruitmentRevolution.com
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StudySmarter Expert Advice🤫
We think this is how you could land IT MSP Service Delivery Manager - Transformation, People, Process
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what RecruitmentRevolution.com values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges RecruitmentRevolution.com might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at RecruitmentRevolution.com!
✨Direct Apply to RecruitmentRevolution.com
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We think you need these skills to ace IT MSP Service Delivery Manager - Transformation, People, Process
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at RecruitmentRevolution.com.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at RecruitmentRevolution.com. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at RecruitmentRevolution.com
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
