Service Delivery Lead

Service Delivery Lead | up to £50,000 | Onsite, Surrey

Pearson Carter are currently working with a company that provides specialist IT support to schools, businesses and charities.

Responsibilities include but are not limited to:

Project and Quality Management

• Lead and manage customer-facing and internal technical projects from initiation to completion,
• allocating resources, communicating with customers, and ensuring projects are signed off.
• Coordinate with internal teams and external parties (suppliers, clients) to ensure seamless project and service delivery.

Process, Policy, and Change Delivery

• Collaborate closely with the Technical Services Manager to design, refine, and implement new or improved service delivery processes and documentation in line with the TSM's strategic vision.
• Lead continuous improvement initiatives, often using ITIL best practices, ensuring new procedures are practical, scalable, and aligned with company standards.

Service Performance and Client Liaison

• Serve as the main operational liaison between the MSP and assigned clients, ensuring customers are kept updated with timely, accurate, and supportive communication.
• Develop solutions to allow the Helpdesk Supervisor to monitor and report on service delivery metrics and SLAs (Service Level Agreements), ensuring compliance with contractual obligations.
• Assist in the preparation and presentation of service reports, dashboards, and KPIs (Key Performance Indicators) during regular service reviews with clients.

Experience:

• Experience managing technical projects through to conclusion
• Experience working for an Microsoft Partner or an organisation supporting multiple clients
• Experience analysing existing IT operational procedures to identify bottlenecks, redundancies, or compliance gaps.
• Experience defining and enforcing documentation standards, templates, and style guides across an engineering organisation.
• Experience bridging the gap between technical engineering teams and non-technical stakeholders through clear process documentation..
• Experience working for an MSP or an organisation supporting multiple clients.
• Experience of using Autotask and/or Datto RMM.
• ITIL 4 accreditation.
• Prince2 or similar Project Management accreditation
• Microsoft 365, SharePoint and Teams experience

Salary:

They offer an excellent salary package of up to £50,000 plus a benefits package.

Location:

The client is based in Surrey and you are required to be in office 5x days per week.

How to Apply:

Please apply asap with your CV to be considered for this position. You can also get in touch with me on Cameron.s@pearsoncarter.com or 0191 406 6111.

Pearson Carter is the Global Leader in Microsoft Technology, Web, Mobile and Software Development Recruitment with specialist roles across the globe - www.pearsoncarter.com