Technical Service Delivery Manager

We are partnering with a leading UK Managed Services Provider (MSP) known for delivering innovative IT solutions and outstanding customer service. With a focus on long-term client relationships and technical excellence, they provide managed IT services, infrastructure support, and consultancy to a broad range of UK businesses. The company promotes a supportive, people-first culture, encouraging growth and career progression across technical and customer-facing roles.

Responsibilities

Serve as the primary point of contact for a portfolio of managed service clients; Manage escalations, coordinating with technical teams to ensure timely and effective resolutions; Lead service reviews, onboarding sessions, and client feedback meetings; Translate complex technical services into business-friendly language for stakeholders at all levels; Build and maintain strong client relationships, driving satisfaction, renewals, and continuous service improvement; Collaborate with internal teams to enhance service delivery processes and standards.

Requirements

4+ years’ experience in an MSP or IT services environment; Previous experience in senior support or infrastructure roles (e.g., 2nd Line Engineer, Infrastructure Engineer, Service Desk Team Lead); Strong understanding of ITIL principles and service delivery best practices; Excellent communication skills, able to bridge technical and business conversations; Proactive, customer-focused, and capable of managing multiple stakeholders; Comfortable working in a hybrid environment and adapting to a growing team.

Benefits

Hybrid working with flexibility to balance office and remote days; Opportunity to step into a customer-facing service delivery role without losing technical involvement; Career progression in a growing, innovative MSP; Supportive, people-focused culture emphasising training, mentorship, and professional development; Exposure to a diverse client base and challenging IT environments.