1 to 25 of 33 Permanent Service Delivery Jobs in the West Midlands

We are seeking an experienced IT Service Delivery Manager to join a fast paced IT Service Management (ITSM) team. This operational role is central to managing all aspects of Incident, Problem, and Request Management in line with ITIL best practices. You will lead Major Incident Management activities, produce and deliver service reports, maintain ITSM documentation, manage … escalations, and support the IT Helpdesk function. This is a critical role in ensuring swift issue resolution, effective communication during incidents, and continuous service improvement. Key Responsibilities for the IT Service Delivery Manager: Act as Major Incident Manager during outages, coordinating resolver teams, leading war rooms, and ensuring timely stakeholder communication. Serve as an escalation point of … contact, focusing on swift incident resolution. Ensure Service Requests are logged, tracked, and resolved within agreed SLAs. Manage Problem detection, investigation, and root cause analysis. Produce and deliver monthly and ad-hoc service reports for management and stakeholders. Create, maintain, and improve ITSM-related documentation (SOPs, process guides). Review and manage IT escalations to ensure timely and More ❯

Service Desk Manager Purpose of the Role Lead all field-based activities, with the authority to challenge or change any related tasks. Manage customer accounts and scheduling activities, ensuring optimised routes that maximise engineer efficiency and meet/exceed service level agreements. Oversee the Service Desk and Field Service teams to ensure operational success. Drive customer … satisfaction while maintaining a strong focus on health, safety, quality, and colleague engagement. Be a proactive, motivated, and customer-focused leader with excellent communication skills Key Responsibilities for Service Desk Manager Work with Operations Director, Senior Management, and Field Teams to plan resources effectively and meet service targets. Schedule routes for Field Service Engineers to minimise travel … time, maximise productivity, and meet customer expectations. Apply engineering best practices to ensure efficient and effective service delivery using root cause methodology. Review KPIs, unplanned work, and backlogs to optimise team performance. Provide clear communication, feedback, and coaching to Service Desk and Field Service colleagues. Deliver direct line management, motivating the team and ensuring best practices More ❯

Overview Job Title: SAP - Service Design and Transition Manager Duration: 6 Months Location: Telford Hybrid - 2 days per week onsite Rate: £450 per day - PAYE via Umbrella Role Overview: The SAP IT Service Design and Transition Manager is responsible for ensuring new and modified IT services are designed, validated, and transitioned into the live environment in a structured … efficient, and risk-mitigated manner. This role requires a strong blend of service design, change management, and stakeholder engagement, and works closely with project teams, technical architects, and Service Operations. Skills ServiceNow Microsoft Excel ITIL Microsoft Office Responsibilities Coordinate the design of new or changed services, ensuring they meet functional and non-functional requirements. Ensure all service design packages (SDPs) are complete, accurate, and approved. Validate that services are designed for operability, supportability, scalability, and compliance. Plan and manage service transition activities across the full lifecycle, ensuring minimal disruption to existing services. Ensure new services or changes are seamlessly transitioned into Live operations, meeting performance and availability standards. Ensure service stability prior to Full More ❯

Job summary As a Service Design & Introduction Lead at UKHSA, your primary responsibility is to ensure that digital and technology services supporting the agency's critical public health mission are transitioned into live service safely, effectively, and in a way that supports operational readiness and long-term sustainability. You will play a vital role in supporting UKHSA's … the three positions will be expected to Matrix manage their peers' workloads. This involves impacting, prioritising and allocation of work. Line management responsibility will remain with G6 Head of Service Delivery. Main duties of the job Lead the transition of projects and services into operation, working with delivery and enterprise teams, ensuring transition processes follow defined governance and … suppliers, and tools are in place to support operational teams, enabling the smooth handover of new/changed services into the live environment Drive transition activities to meet agreed delivery timelines without compromising the quality or safety of live services that underpin UKHSA's public health operations Make evidence-based recommendations on service rollout approaches, early-life support More ❯

enterprise-scale pre-staging, imaging, deployment, and data centre build solutions. This role combines technical leadership, strategic oversight, and customer engagement, offering the opportunity to shape the future of service delivery in a fast-paced, high-impact environment. Key Responsibilities Lead and mentor a team of Transition and Enterprise Technicians (all CCNA accredited) Act as a technical authority … for customer tours, solution presentations, and internal stakeholders Oversee technical governance, Statements of Work (SOWs), and delivery of complex infrastructure projects Drive innovation through automation, scripting, and emerging technologies (AI, RPA) Collaborate with Solutions Architects and technical leaders to align services with client needs Monitor industry trends to ensure services remain competitive and future-ready Support team development through … tools, scripting (e.g., PowerShell, C#), or emerging technologies (AI, RPA) Familiarity with Lean, Six Sigma, or similar continuous improvement methodologies Exposure to working in an IT reseller or enterprise service delivery environment Ability to stay ahead of industry trends and contribute to service innovation Role Focus 50% Technical Leadership: Infrastructure, networking, automation, and service innovation More ❯

Key Client Account Manager Malvern £45,000+ Bonus Are you passionate about delivering world-class service and building high-performing teams? An exciting opportunity has arisen with a fast-growing IT & telecoms services provider, specialising in mobile device and connectivity solutions for large enterprise clients across the UK. Following consistent year-on-year revenue growth and a recent acquisition … this business is expanding its Service Delivery function and seeking an experienced Customer Success Team Manager to lead and develop a growing team. About the Business This organisation helps enterprise customers: Manage and support mobile devices (smartphones, tablets, laptops) Optimise mobile connectivity costs Streamline end-user support Replace and recycle devices sustainably Protect against mobile IT security risks … for social impact projects and planted 40,000+ trees as part of their sustainability goals. The Role As Customer Success Team Manager, you'll report to the Head of Service Delivery and be responsible for: Leading and mentoring a team of Customer Success Managers Driving customer satisfaction, retention, and account growth Analysing service performance against SLAs and More ❯

Key Client Account Manager Malvern £45,000+ Bonus Are you passionate about delivering world-class service and building high-performing teams? An exciting opportunity has arisen with a fast-growing IT & telecoms services provider, specialising in mobile device and connectivity solutions for large enterprise clients across the UK. Following consistent year-on-year revenue growth and a recent acquisition … this business is expanding its Service Delivery function and seeking an experienced Customer Success Team Manager to lead and develop a growing team. About the Business This organisation helps enterprise customers: Manage and support mobile devices (smartphones, tablets, laptops) Optimise mobile connectivity costs Streamline end-user support Replace and recycle devices sustainably Protect against mobile IT security risks … for social impact projects and planted 40,000+ trees as part of their sustainability goals. The Role As Customer Success Team Manager, you'll report to the Head of Service Delivery and be responsible for: Leading and mentoring a team of Customer Success Managers Driving customer satisfaction, retention, and account growth Analysing service performance against SLAs and More ❯

Network Manager (Onboarding Specialist) Birmingham/South Up to £42k My client is seeking a Network Manager (Onboarding Specialist) to join their Service Delivery team. This role combines technical leadership with people engagement, supporting the education sector as Schools and Trusts transition into the companys services. The successful candidate will oversee the onboarding process, ensuring IT infrastructure is … the companys services. Act as the main technical contact during onboarding, overseeing infrastructure setup and ensuring networks are configured to best practice. Coordinate with technical teams to deliver seamless service handover and ongoing support. Run onboarding meetings, technical walkthroughs, and training sessions for staff. Promote the full range of services and identify opportunities for continuous improvement. Manage and maintain … networks, ensuring reliability, security, and alignment with educational needs. Provide occasional cover and support for key contracts as part of the wider Service Delivery team. Key Requirements: 5+ years experience in IT support, network management, or technical project delivery (2nd/3rd line level). Strong knowledge of Microsoft 365, Google Workspace, and MDM platforms. Proven experience More ❯

Are you passionate about delivering excellent IT services and leading high-performing teams? Do you thrive in a hands-on leadership role where customer service, process improvement, and technical know-how all come together? We're looking for an IT Service Delivery Manager to take ownership of our 1st Line Service Desk and 2nd Line Technical … Services Teams. This is a fantastic opportunity to shape the way IT support is delivered across a multi-site organisation, ensuring colleagues receive the very best service while driving continuous improvement and innovation. Customers are at the heart of the organisation, so you will be innovating ways your team are delivering service and putting user experience at the … forefront of processes. What you'll be doing Leading, developing, and inspiring our Service Desk Analysts, ensuring excellent customer service at every interaction. Acting as a key escalation point for IT support queries, providing guidance, mentorship, and technical expertise. Driving service improvements by optimising processes, documentation, and knowledge sharing. Managing end-to-end IT asset lifecycle, ensuring More ❯

Position: Service Desk Analyst (1st Line) Reporting to: Service Desk Team Leader Our client proudly holds a place among the top 10 Managed Service Providers globally. They have consistently delivered premium managed IT services, establishing themselves as a key IT partner for businesses across diverse industries. This award winning MSP takes the time to understand their clients … organisations, customising their expert services to suit their clients’ unique needs. We’re looking for a Service Desk Analyst to join this dynamic team and help them deliver their promise to their clients. Role: As a Service Desk Analyst, you will be an integral part of this great Service Delivery Team, acting as the first point … Diagnose and resolve 1st line assigned tickets within target resolution times Accurately classify and log tickets, keeping detailed ticket notes throughout the lifecycle of a ticket Provide excellent customer service and an excellent customer experience at all times Conduct personal queue and ticket triage to prioritise and manage your workload, escalating as and when required using internal processes Liaise More ❯

1st Line Service Desk Analyst Windows, O365, Active Directory, Group Policy, DNS, SharePoint, Networking. My client are a well established, award winning IT Services company with offices in London and Wolverhampton. They have an immediate requirement for a 1st Line Service Desk Analyst. As 1st Line Service Desk Analyst you will be an outstanding communicator driven by … fantastic customer service. The 1st Line Service Desk Analyst will be able to demonstrate technical competency across technology such as Windows, O365, Active Directory, Group Policy, DNS, SharePoint, Networking whilst working in a fast paced, client driven environment. You will be you an integral part of the dynamic Service Delivery Team, acting as the first point of … support your well-being, professional growth, and work-life balance. Great opportunity to join a company that can help growth both your career and technical skill set. 1st Line Service Desk Analyst Windows, O365, Active Directory, Group Policy, DNS, SharePoint, Networking. Windows, O365, Active Directory, Group Policy, DNS, SharePoint, Networking. Windows, O365, Active Directory, Group Policy, DNS, SharePoint, Networking. More ❯

reducing ambiguity and supporting accurate billing. Support the resolution of contract disputes, working closely with Commercial colleagues to resolve issues while protecting the companys interests. Analyse operational efficiencies across service lines , including professional service utilisation and managed services delivery. Partner with finance to support revenue and margin forecasting. Work with Procurement and Buying teams to implement a proactive … or equivalent practical experience gained in a commercial or operational environment. Experience and Knowledge: Experience working in a commercial, finance, or operations role with exposure to customer contracts and service delivery. Experience supporting or managing customer accounts, ideally within a B2B environment. Exposure to cross-functional collaboration with teams such as Sales, Finance, and Delivery. Strong working knowledge of … Excel and data analysis tools. Awareness of contract terms, service-level agreements (SLAs), and how they relate to service delivery and billing. Experience contributing to reporting or forecasting activities Willingness to develop commercial and contractual expertise in a fast-paced environment. What We Offer: 33 days holiday (inclusive of bank holidays), with entitlement increasing by one day More ❯

Job Description 2 days to Warwick/Wokingham Immediate Start Duration: 6 Months Service Governance Lead Establish and Maintain Service Governance Framework Ensure compliance with SLA’s and KPI’s Drive Continous service improvement initiatives Oversee risk and compliance adherence Mange Vendor relationshios and peformance Deliver timely and accurate reporting Mandatory Skills: Project Delivery . Experience More ❯

IT solutions? We are seeking a proactive and skilled IT Business Application Analyst to join our Group IT team. This role is pivotal in ensuring optimal and sustainable IT service delivery through system analysis, project support, and continuous improvement initiatives. Location: Telford, Shropshire Department: Group IT Contract Type: Permanent Main Responsibilities Analyse business needs and support continuous improvement … M365, Microsoft Visio, and Microsoft Project. Skilled in ITIL, data analysis tools, and business process modelling. S oft Skills: Excellent communication and interpersonal skills. Creative problem-solving and customer service orientation. Ability to build strong partnerships across teams. Other Requirements: Full driving license. Willingness to travel and provide support outside normal business hours if required. Mller pride ourselves on More ❯

been helping clients grow smarter for over 20 years, driven by a culture that values people, progress, and purpose. They're now looking for a hands-on Software Support Delivery Manager to lead their Birmingham support team, so if you know how to lead with empathy, keep operations running smoothly, and deliver standout customer experiences, we'd love to … they work and succeed. If you're ready to grow your career and help businesses grow better and faster, you'll fit right in. Description As the Software Support Delivery Manager, you'll be a people-first leader, managing a UK-based Application Support team in Birmingham. You'll be responsible for ensuring smooth daily operations, keeping performance on … meeting SLAs, and maintaining strong response times for customers. In addition, you will handle customer escalations where necessary, and incidents with clarity and professionalism, whilst improving processes, documentation, and service consistency across the team. The company are international, so you will also collaborate with global support leaders to ensure smooth handoffs and alignment. The role follows a hybrid model More ❯

Birmingham. With a 30-year history of delivering end to end digital and telco solutions for a national client base this individual will help define a high-level product delivery strategy as the business scales up over the next few years. Utilizing 4 years plus of experience working with a wide range of managed services across networking and security … alongside a solid understanding of the product sales & business lifecycle this Product Manager will play a key role in new product introduction and go to market strategy overseeing service delivery and business delivery (marketing, sales, revenue forecasting etc) In return this Product Manager can excellent growth opportunities in one of the fastest growing midlands based tech businesses More ❯

Fire & Security Engineer - Service & Maintenance Location: Coventry/Leicester/Northampton The Company: An established and fast-growing technical services provider, originally founded as an electrical contractor, now delivers nationwide solutions across Mechanical, Electrical, Fire & Security, Gates & Barriers, and Custodial Security sectors. With a focus on long-term partnerships and high-quality service delivery, the business continues … to expand its presence across the UK. The Role: The business is currently seeking experienced Fire & Security Engineers to join their Service & Maintenance Department on a full-time basis. The successful candidates will be responsible for carrying out Planned Preventative Maintenance (PPM) and responding to Reactive Call-Outs across a range of commercial and public sector clients. Engineers will … fire alarm systems CCTV and intruder alarm systems Emergency lighting systems Access control and remote signalling systems (Redcare, Dualcom) Ensure all work complies with relevant British Standards Maintain accurate service records and documentation Deliver high standards of customer service during site visits Requirements: Strong technical knowledge and proven experience in the fire and security sector Ability to pass More ❯

and in-office collaboration at our Solihull location, specifically, working in-office 3 days per week. What you'll need to succeed 5+ years' experience leadingCustomer-facing support or service delivery teams, ideally within SaaS or enterprise technology Strong background in B2B customer service operations (not necessarily technical) Confidence managing escalations and major incidents, including direct customer … communications Sound understanding of support operations and service management practices (ITIL awareness a plus) Comfortable using CRM/support platforms Proven ability to lead and develop people, with a fair and transparent approach Calm under pressure, positive about change, and able to create clarity in ambiguous situations. What you'll get in return Pension Scheme Private medical and dental More ❯

in-office collaboration at our Solihull location, specifically, working in-office 3 days per week. What you'll need to succeed 5+ years' experience leading Customer-facing support or service delivery teams, ideally within SaaS or enterprise technology Strong background in B2B customer service operations (not necessarily technical) Confidence managing escalations and major incidents, including direct customer … communications Sound understanding of support operations and service management practices (ITIL awareness a plus) Comfortable using CRM/support platforms Proven ability to lead and develop people, with a fair and transparent approach Calm under pressure, positive about change, and able to create clarity in ambiguous situations. What you'll get in return Pension Scheme Private medical and dental More ❯

Customer Success Manager £30,000 - £35,000 Malvern Role Overview You will be working for a specialist IT service provider, with strong social and environmental values. Helping large businesses to manage mobile devices, mobile connectivity and support for their end-users.You will be reporting to the Customer Success Team Manager, managing a portfolio of customers and ensuring smooth and … efficient delivery of services to support the business. You will play a vital role in expanding the Service Delivery Team. Key Responsibilities Operate as the first point of contact for a portfolio of customers, building and nurturing strong, long-term relationships through regular meetings and consistent engagement. Implement and maintain customer engagement plans, including periodic virtual (Teams … resolution, actions deriving from customer engagement. Act as the escalation point for customer issues raised by the first line customer support team, ensuring prompt and effective resolution. Drive continuous service improvement initiatives by leveraging data and customer feedback. Support the seamless onboarding of new customers and the introduction of new services for existing clients. Work with the Customer Success More ❯

prestigious organisation. As Director of Technology, you will report directly to the Business Director and sit on the Senior Leadership Team, ensuring that digital and technology capabilities enable the delivery of exceptional experiences. You’ll lead the creation of a three-year technology roadmap and drive a culture of innovation that transforms legacy systems into future-ready platforms. You … structure with your stamp. What you’ll be doing Setting and delivering a forward-looking technology strategy aligned with long-term goals. Overseeing business-critical systems implementation and ongoing service reliability. Leading, hiring, and developing senior technology leadership, embedding accountability and growth. Acting as the organisation’s technology ambassador across internal and external forums. Introducing scalable governance, service delivery, and change management processes. Driving measurable value from technology investments, ensuring commercial focus and return. Championing a collaborative, ‘one team’ approach across the business. We’re looking for an experienced leader who has: Previous experience of working within large multi-site organisation and driving service improvements at scale Experience within B2C environment, or preferably organisations who More ❯

number of end-user clients Responsibilities • Relationship Building: Build and maintain strong relationships with partners (customers), working in partnership with their sales teams to understand their end customers' requirements. • Service Presentation: Present and demonstrate managed services solutions to potential clients, highlighting benefits and ROI. • Proposal Development: Create detailed proposals and quotations that clearly outline service offerings and pricing. … secure contracts and close sales. • Performance Tracking: Monitor and report on sales performance, adjusting strategies as needed to meet goals. • Collaboration: Work closely with technical teams to ensure seamless service delivery and client satisfaction. Qualifications • Experience: Proven track record of success in IT Managed Services Sales, preferably with an MSP or IT Reseller, selling directly to the end More ❯

throughout the process, offering clear, confident guidance - avoiding unnecessary jargon or complexity. Produce professional documentation like SOWs, HLDs, and schematics that stand up to scrutiny. Collaborate across teams - Sales, Service Delivery, and Account Management - to win new business, support renewals and keep current customers happy. Track and manage activity in our CRM and contribute to a pipeline worth More ❯

throughout the process, offering clear, confident guidance - avoiding unnecessary jargon or complexity. Produce professional documentation like SOWs, HLDs, and schematics that stand up to scrutiny. Collaborate across teams - Sales, Service Delivery, and Account Management - to win new business, support renewals and keep current customers happy. Track and manage activity in our CRM and contribute to a pipeline worth More ❯

both internal and external customers . You will be tasked with the planning, launch and day to day management of Technology Services. You will understand, articulate and maintain the delivery of all application and business systems to customers. You will have a strong background in Service Delivery and be experienced delivering to 3rd parties . Experience in More ❯