Service Delivery Manager

Service Delivery Manager

Location: Leeds, West Yorkshire
Salary: Competitive + Benefits
Working Pattern: Hybrid - £45-55K

The Opportunity

A growing and ambitious technology services business is looking to appoint a Service Delivery Manager to help lead and develop its service operations function.

This is a highly visible role, responsible for overseeing both Service Desk and Professional Services teams, ensuring customers receive an exceptional service while driving operational improvements across the business.

You'll work closely with senior leadership to improve service delivery processes, develop high-performing teams, strengthen customer relationships, and support the continued growth of the organisation.

This is an excellent opportunity for someone who enjoys balancing people leadership, customer engagement, service performance, and operational improvement.

What You'll Be Doing

• Leading and developing Service Desk and Professional Services teams
• Driving service performance, customer satisfaction, and operational excellence
• Acting as a senior escalation point for key customer issues
• Building strong relationships with customers and internal stakeholders
• Monitoring and improving service KPIs, SLAs, and reporting
• Supporting resource planning, utilisation, and service efficiency
• Identifying opportunities for process improvement and automation
• Working closely with leadership to help shape the future service delivery function
• Supporting continuous improvement initiatives across systems, workflows, and customer experience

What We're Looking For

• Previous experience in a Service Delivery Manager, Service Manager, or Operational Management role
• Strong leadership and team development skills
• Experience within an MSP, IT Services, Technology, or Managed Services environment
• Strong understanding of Service Desk operations and service management principles
• Excellent stakeholder and customer relationship management skills
• Commercial awareness and ability to balance customer outcomes with business objectives
• A proactive approach to problem solving and continuous improvement

Why Join?

• Growing business with ambitious plans
• Opportunity to influence and improve service delivery operations
• High visibility across the organisation
• Supportive leadership team
• Hybrid working environment
• Genuine opportunity for progression as the business continues to scale