Service Delivery Manager

ServiceDeliveryManager

Location(Hybrid)|FullTime
OurclientisawellestablishedManagedServiceProvider,workingwithclientsacrossarangeofsectorstodeliverandsupporttheirMicrosofttechnologyestate.Asthebusinesscontinuestogrow,theyarelookingforaServiceDeliveryManagertojointheteamandtakeownershipofservicedeliveryacrosstheirclientbase.

Therole

Reportingintoseniorleadership,you'llberesponsibleforthedaytodayrunningofservicedelivery,makingsureclientsaregettingaconsistentlyhighstandardofsupportandthatSLAsare beingmetacrosstheboard.You'llowntherelationshipwithaportfolioofclients,chairingservicereviews,managingescalationsandmakingsureanyrecurringissuesarepickedupand addressed beforetheybecomeabiggerproblem.

You'llalsoworkcloselywiththetechnicalteamstokeepaneyeonticketqueuesandresourcing,andyou'llbeexpectedtoidentifyopportunitiestoimprovehowtheservicedeskoperatesastheclientbasegrows.PartoftherolewillinvolvespottingwhereclientscouldbenefitfromfurtherPowerPlatformdevelopmentwork,soagoodunderstandingofthePowerPlatformsuiteand itspracticalapplicationsisimportant.

Whatthey'relookingfor

PreviousexperienceinaServiceDeliveryManagerorsimilarrolewithinanMSPisessential,alongwithasolidunderstandingofITILandhowsupportdesksoperatedaytoday.You'llneedhandsonexperiencewiththePowerPlatform(PowerAutomate,PowerApps,PowerBI)andagoodgraspofthewiderMicrosoftstack.

Strongstakeholdermanagementisamust,alongwiththeabilitytostaycalmunderpressureandbringstructuretoabusy,fastmovingenvironment.ITILcertificationwouldbeanadvantage butisn'tessential.