Managed Service Delivery Lead

Managed Service Delivery Lead

Birmingham 1-2 days per month

Competitive salary

About the Role

My client is seeking an experienced Service Delivery Lead to oversee the successful delivery of Managed Services across a portfolio of customers. This role provides operational leadership, ensuring consistent service performance, strong SLA adherence, and effective management of major incidents and escalations.

You will act as a key point of escalation for clients, lead regular service reviews, and ensure smooth transition of services from project delivery into BAU. The role also plays a key part in commercial oversight, including support forecasting and month-end financial reporting.

Alongside service ownership, you will lead and develop Managed Service Team Leads, driving performance, capability growth, and a culture of continuous improvement across the function.

Key Responsibilities

• Lead the delivery of Managed Services across all clients, ensuring high-quality service and SLA compliance.
• Act as escalation point for major incidents and high-priority service issues.
• Lead client service reviews, providing performance insight, risks, and improvement plans.
• Oversee the transition of services from project delivery into BAU support.
• Manage small change delivery and service enhancement requests.
• Support commercial activities including support charge estimation, contract input, and renewals.
• Lead month-end financial reporting and reconciliation for Managed Service accounts.
• Provide forecasting and insight on service trends, capacity, and demand.
• Manage and develop Managed Service Team Leads, ensuring strong performance and engagement.
• Drive continuous improvement initiatives across tools, processes, and service delivery.
• Ensure effective governance, operational discipline, and adherence to best practice.

Skills & Experience Required

Essential

• Proven experience in Service Delivery or Managed Services leadership roles.
• Strong background in SLA management, incident management, and operational service governance.
• Experience leading client-facing service reviews and stakeholder engagement.
• Strong financial awareness including forecasting, budgeting, or charge management.
• Experience managing teams or team leads in a service environment.
• Understanding of Microsoft technologies including Power Platform, Azure, SharePoint, and integrations.
• Strong communication, leadership, and organisational skills.

Desirable

• Experience within a Microsoft Partner or Managed Service Provider environment.
• Understanding of Enterprise Architecture, Application Lifecycle Management, and Change Management.
• Experience working with Microsoft-based enterprise solutions at scale.
• Exposure to automation, service improvement, or DevOps practices.

About the Company

A Microsoft Digital Transformation Partner delivering enterprise-grade solutions across Dynamics 365, Power Platform, and Azure. The organisation is focused on helping clients transform operations through modern, scalable, and data-driven technology services.

If this sounds like you, please apply directly for consideration.