Service Delivery Team Lead

Senior Service Delivery Manager  Hybrid – King’s Lynn (2 days per week) £45,000 – £55,000 + benefits 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.The Role You will take full ownership of service delivery across:

• Service Desk
• Provisioning
• Service Assurance

Leading a team of 12–15, you will ensure consistent SLA performance, drive operational improvements, and maintain high standards across all client interactions.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 + bank holidays (rising to 30)
• Contributory pension scheme
• Private health, dental and eye care
• Structured personal development and technical training
• Monthly team socials, quarterly business updates, annual review event
• Hybrid working environment
• Free parking

Our Culture We are direct, accountable and outcome-focused.We deal with issues early, not late.We take pride in delivering consistently high standards to clients who depend on us.Apply If you’re an experienced Service Delivery Manager who has already proven yourself — and you’re ready to operate at a higher level — we want to hear from you.