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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT MSP Service Delivery Manager - Transformation, People, Process - **Company:** TIGER RECRUITMENT LTD. - **Location:** Birmingham, UK - **Salary:** £60,000.0 - £65,000.0 - **Contract:** Temporary to permanent - **Skills:** Microsoft Windows, Active Directory, Microsoft Azure, Microsoft Online Services, Disaster Recovery, Knowledge Management, Windows Servers, Microsoft InTune, Performance Monitor - **Published:** August 10, 2026 - **Apply:** https://www.totaljobs.com/job/it-service-delivery-manager/recruitment-revolution-job107819117 ## About the Role 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. ## Description 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. ## Related Videos - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [This Is Not Your Father's .NET](https://www.wearedevelopers.com/videos/967-this-is-not-your-father-s-net) - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [Hosting a modern justice system](https://www.wearedevelopers.com/videos/332-hosting-a-modern-justice-system) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Backstage in Practice: Offloading Developer Operational Work Through Platform Self-Service](https://www.wearedevelopers.com/videos/1922-backstage-in-practice-offloading-developer-operational-work-through-platform-self-service) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Should Tech Managers Be Developers First? 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