IT Service Delivery Manager

R13 Recruitment are partnering with an expanding IT services organisation to recruit a Team Manager to lead and develop a core service delivery function providing solutions to the corporate SME market across both Norfolk and the UK.

This is a pivotal leadership role, responsible for stabilising, developing and driving the performance of a key service within the business. Leading from the front, this senior-level role will combine technical credibility, project scoping, planning and coordination, commercial awareness and strong people management to deliver high-quality outcomes for clients. This is a hands-on position and you’ll be expected to remain technically credible while operating at a strategic and operational level.

This position will suit an individual who enjoys taking ownership, driving improvements and making a visible impact across both team performance and client delivery. As a key hire, you will play a central role in creating consistent and high-quality outcomes, whilst working closely with other senior stakeholders. The ideal candidate will have progressed from a technical background into leadership and is now looking for a role where they can make a tangible impact in a forward-thinking business.

Monday to Friday working hours. Salary offered will be commensurate to level of experience.

The Company

This organisation delivers a broad range of IT, telecoms and technology solutions to a national client base, supporting businesses with infrastructure, cloud, security and connectivity services.

With continued growth and investment, they are now focused on strengthening their delivery function - creating an opportunity for an experienced manager to step in, bringing structure and driving performance across the technical delivery and installations teams.

Benefits

• 25 days holiday + bank holidays
• Private medical cover
• Pension scheme
• Gym membership
• Cycle to work scheme
• Employee Assistance Programme
• Clear progression opportunities within a growing group

The Day to Day

• Leading and managing two technical delivery teams.
• Taking ownership of project delivery, ensuring work is effectively scoped, planned, resourced and completed on time, within budget and to a high standard.
• Acting as the senior escalation point for technical and client-related issues.
• Driving improvements across service delivery, processes and performance.
• Managing departmental budgets, forecasting and resource planning.
• Supporting and developing team members through coaching, 1:1s and performance management.
• Working closely with sales teams to support pre-sales, solution design and client strategy.
• Attending client meetings, building strong relationships with key stakeholders across all levels of organisational seniority and technicality, adapting approach accordingly.
• Monitoring KPIs, SLAs and delivery performance.
• Managing non-conformances and identifying continuous improvement opportunities.

You Will Have / Be

• Proven experience in a leadership role within IT, infrastructure or managed services.
• Strong technical background across Microsoft environments (Windows, Azure, Microsoft 365).
• Experience managing client-facing project delivery in a commercial environment.
• Ability to balance technical, commercial, operational and people management responsibilities.
• Confident communicator, able to engage with both technical and non-technical stakeholders.
• Success in managing and developing your team.
• Experience managing budgets, resources and performance metrics.
• A proactive, solutions-focused mindset with the ability to drive change and improvement.
• Resilient, with the ability to lead teams through periods of change.
• Experience within an MSP environment would be highly advantageous, but is not essential.
• Knowledge of ISO standards (e.g. 9001 / 27001), PSA tools (such as Halo), or emerging technologies such as AI would be beneficial.

How to Apply

To hear more details about this opportunity, please email your CV to Rebecca Headden – Business Partner at R13 Recruitment. If you do not hear from us within 5 working days of submitting your CV, please assume you have been unsuccessful on this occasion.