IT Service delivery Manager

We don't use agencies. This role is primarily office based with a choice of locations, Richmond TW9 or Worcester.

About CloudClevr

CloudClevr is a dynamic leader in cloud computing solutions, empowering businesses worldwide with scalable, secure, and intelligent cloud infrastructure. Our mission is to simplify cloud adoption, driving innovation and efficiency for our clients. We're a fast-growing team passionate about delivering exceptional service and fostering a high-performance culture.

Job Summary

We are seeking an experienced and visionary Service Delivery Manager to lead our Helpdesk operations at CloudClevr. In this pivotal role, you will oversee a team of 45 dedicated support professionals, ensuring seamless, high-quality service delivery to our global customer base. Leadership is at the heart of this position— you'll inspire, mentor, and empower your team to exceed expectations while driving operational excellence and continuous improvement. If you thrive on building high-performing teams and turning challenges into opportunities, this is your chance to make a lasting impact.

Key Responsibilities

- Team Leadership & Development: Provide strong, hands-on leadership to a 45-person Helpdesk team, including hiring, onboarding, performance management, coaching, and career development to build a motivated, skilled workforce.

- Operational Oversight: Manage end-to-end Helpdesk operations, including ticket resolution, escalation handling, and resource allocation to maintain SLAs and achieve 99%+ customer satisfaction targets.

- Performance Optimisation: Develop and implement strategies to enhance service delivery, such as process automation, knowledge base improvements, and KPI monitoring (e.g., response times, resolution rates, CSAT).

- Deep technical knowledge of Microsoft and IT service management is required. The helpdesk is a technical desk, and leadership requires in depth technical knowledge

- Stakeholder Collaboration: Partner with cross-functional teams (e.g., Product, Engineering, Sales) to align support efforts with business goals, resolve complex issues, and contribute to product feedback loops.

- Quality Assurance & Compliance: Ensure adherence to ITIL best practices, data security standards, and regulatory requirements while conducting regular audits and training sessions.

- Crisis Management: Lead incident response for high-impact issues, minimising downtime and communicating effectively with customers and executives.

- Continuous Improvement: Champion a culture of innovation by analysing trends, implementing feedback mechanisms, and driving initiatives that reduce costs and elevate service levels.

Qualifications

- Experience: 5+ years in IT service management or customer support operations, with at least 3 years in a leadership role managing teams of 30+ staff.

- Leadership Expertise: Proven track record of building and leading high-performing teams in a fast-paced environment; experience in change management and fostering inclusive, results-oriented cultures is essential.

- Technical Knowledge: Strong understanding of cloud technologies (e.g. Azure and M365), IT service management frameworks (ITIL v4 preferred), and tools like HaloPSA and Ninja RMM.

- Skills: Excellent communication and interpersonal skills; analytical mindset with experience in metrics-driven decision-making; ability to thrive under pressure and multitask effectively.

What We Offer

- Competitive salary £60,000

- Comprehensive benefits package

- Professional growth opportunities with ongoing training, conferences, and leadership development programs.

- A flexible work environment with a focus on work-life balance.

- The chance to join a collaborative team that's redefining cloud services.

At CloudClevr, we believe in empowering our people to deliver clever solutions. If you're a strategic leader ready to elevate our Helpdesk to new heights, apply today by sending your CV and a cover letter to. We can't wait to hear how you'll lead us forward!