Service Delivery Manager

Permanent @Shaun Lohan in IT
  • Norwich, Norfolk View on Map
  • Post Date : 19th January 2024
  • Salary: £45,000.00 - £55,000.00 / Annual
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Job Description

Service Delivery Manager


£45,000 – £55,000


Are you an experienced IT Manager or Service Desk Manager who has been responsible for a large IT team? This is an opportunity to work for a forward thinking and well-respected IT Managed Service Provider in Norwich.


Their approach to clients is quality-driven and customer focussed, ensuring their team provide exceptional service and to work collaboratively with their clients. This MSP is looking for a proactive individual who has an awareness of progressing their current model and not simply fire-fighting their current workload.


You will be responsible for the Service Desk team and setting SLA’s and ensuring they are met in an efficient manner. This is also an opportunity to mentor and provide progress planning for the team and their technical ability. You will be able to offer qualifications and training, as this business prides themselves on making every team member better.




  • Manage the daily operation of the Service Desk.
  • Ensure that all shifts are covered, including out of hours support.
  • Carry out 1-2-1 reviews with each member of the Service Desk team.
  • Set goals and monitor throughout the year in regular catch ups.
  • Demonstrate a comprehensive awareness of a positive business impact to staff and the customer.
  • Meet future business needs and work alongside the Directors to drive the business forward.
  • Manage client feedback and resolve any potential or raised issues promptly.
  • Set training plans for all members of the team.
  • Use the core business systems to monitor, manage and drive efficiency within the Service Desk team.
  • Assist with implementation of internal projects to ensure they run smoothly.


Key Skills:


  • Knowledge of MS OS, Virtual Servers, AD, O365, Networking and Cloud telephony systems.
  • Personal attributes: Proactive, Team player, Customer satisfaction motivated and a Problem solver.
  • Experience managing and setting SLA’s for an IT team or service desk.


For the opportunity to feel rewarded for your work, as well as working for a business that let’s you reward your team, apply now!

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