IT MSP Service Delivery Manager - Transformation, People, Process

We’re specifically looking for someone who has already led Service Delivery within an MSP and can demonstrate how they’ve improved or transformed a service operation before.

You’ll inherit a solid foundation with genuine opportunity to improve how we operate, developing a more proactive, accountable and customer-focused service operation.

You’ll lead our Service Desk, Escalation and Centralised Services teams while working closely with the CTO to improve operational maturity, strengthen customer experience and support the continued growth of the business.

Whilst you’ll have strong technical credibility, this is not a hands-on engineering role. Instead, you’ll lead the people, processes and service operations that enable our technical teams to perform at their best.

What You’ll Be Doing

Service Leadership

• Lead the day-to-day operation of our 1st, 2nd and Escalation Support teams.
• Oversee Centralised Services including monitoring, patching, backup, alerting and security tooling.
• Improve ticket ownership, SLA performance, customer satisfaction and operational efficiency.
• Reduce unnecessary escalations through improved workflows, coaching and service standards.

Customer Service & Operational Excellence

• Lead major incidents, customer escalations and service recovery activities.
• Become a trusted operational contact for key Managed Service customers.
• Deliver service reviews, performance reporting and continual service improvement initiatives.
• Drive problem management and root cause analysis to reduce recurring issues.

Service Improvement

• Assess the current operation and build a practical roadmap for continual improvement.
• Improve HaloPSA workflows, SLAs, automation, reporting, dashboards and service data quality.
• Introduce better documentation, knowledge management and operational processes.
• Identify opportunities to automate repetitive activities and improve service maturity.

Leadership & People Development

• Coach, mentor and develop Service Desk engineers and team leaders.
• Conduct one-to-ones, performance reviews and capability planning.
• Build a culture of ownership, accountability and continuous improvement.
• Support recruitment and succession planning as the business grows.

Projects & Customer Onboarding

• Coordinate operational delivery for new customer onboarding and Managed Service transitions.
• Work closely with Sales, Projects and Technical teams to ensure seamless customer handovers.
• Support pre-sales activity by providing operational expertise and service insight.
• Coordinate project delivery from a service perspective while working alongside technical specialists responsible for solution design.

Your Background / Skills: Managed Services, Service Delivery, IT Service Desk Leadership, HaloPSA, ITIL, Microsoft Cloud, Customer Success, Incident Management, Team Leadership, You’re an experienced MSP Service Delivery leader who enjoys improving operations rather than simply maintaining them.

You understand how to balance customer expectations, technical capability and commercial priorities while developing high-performing teams that consistently deliver excellent service.

You’ll probably bring:

• Proven experience leading Service Delivery within a Managed Service Provider.
• Demonstrable experience improving, transforming or rebuilding an MSP Service Desk or Managed Services operation.
• Strong leadership experience across 1st Line, 2nd Line and Escalation teams.
• Deep hands-on experience with HaloPSA (strongly preferred) or another leading PSA platform, including configuring workflows, SLAs, queues, automation, dashboards and reporting.
• Experience managing SLAs, KPIs, customer satisfaction and service performance.
• Strong incident, escalation and problem management experience.
• Good working knowledge of ITIL service management principles (certification advantageous).
• Broad technical understanding across Microsoft 365, Azure, Windows Server, Active Directory, Entra ID, Intune, Microsoft Defender, networking, backup/disaster recovery and modern RMM platforms (NinjaOne experience advantageous).
• Strong customer-facing communication and stakeholder management skills.
• Commercial awareness with experience supporting customer onboarding, service transitions and pre-sales activities.
• Experience supporting legal, professional services or other regulated environments would be advantageous.

This is an opportunity to genuinely shape how our Managed Services function operates. Rather than inheriting a mature operation, you’ll have the autonomy to improve processes, develop people and create a service operation capable of supporting our ambitious growth plans.

Alongside a competitive salary you’ll enjoy:

• £60,000 - £65,000 DOE.
• Hybrid working following successful onboarding, subject to performance and business requirements.
• Company pension.
• Career progression opportunities.
• Direct access to senior leadership.
• Genuine autonomy and ownership.
• Opportunity to shape a growing Managed Services business.
• Supportive, collaborative culture.

Your Experience May Include Technical Service Delivery Manager, IT Service Delivery Manager, Managed Services Manager, MSP Operations Manager, Service Desk Manager, IT Operations Manager, Head of Service Delivery, Technical Operations Manager or Service Operations Manager.

We’re looking for an experienced MSP Service Delivery Manager to take ownership of our Managed Services operation, strengthen how we deliver support, develop our people and build a more proactive, customer-focused service that scales with our growth.

You’ll have genuine authority to improve service delivery, develop people, refine operational processes and work directly alongside our CTO to shape the future of our Managed Services business.

If you’ve ever wanted the opportunity to build and improve an MSP rather than simply maintain one, we’d love to hear from you., Nexian is a leading technology partner specialising in Managed IT Services, Microsoft Cloud, Cyber Security, AI, Automation and Digital Transformation.

We help ambitious organisations modernise, secure and optimise their technology through a combination of strategic consultancy, managed services and technical expertise.

Alongside our Managed Services business, we’re recognised as one of the UK’s leading Actionstep implementation partners, supporting legal, professional services and other ambitious organisations with technology that enables long-term growth.

We’re a collaborative, ambitious business where ownership is encouraged, good ideas are welcomed and people genuinely enjoy working together.