IT Service Delivery Manager

Location: Mansfield (Office based with flexibility)

Hours: 40 per week, typically 8–5 or 9–6, with an hour for lunch

We’re hiring an experienced IT Service Delivery Manager to lead our support desk operations within a fast-paced, multi-customer environment. This is a key leadership role at the heart of a busy Managed Service Provider (MSP), offering the opportunity to shape service strategy, lead a growing team, and make a real impact.

You’ll take charge of daily service delivery across multiple clients, driving performance and consistency while managing and developing your team. The role is hands-on, strategic, and people-focused — ideal for someone who thrives on variety, leadership, and continual improvement.

What you’ll be doing

• Leading a team of service desk analysts and team leads
• Overseeing operational delivery, service improvement and client satisfaction
• Managing resource planning, shift coverage, and escalations
• Shaping individual development plans and tracking career progression
• Driving process optimisation, automation, and system improvements (HaloPSA)
• Ensuring compliance with standards like ISO 27001, GDPR, and ITIL
• Reporting on key performance metrics including SLAs and CSAT

What we’re looking for

• At least 2 years' experience in service delivery or helpdesk management, ideally within an MSP
• Confident leadership and team development skills
• A solid understanding of ITIL and service management principles
• Comfortable using service desk tools (preferably HaloPSA) to drive performance
• Someone who thrives in a busy, multi-client environment and is ready to take ownership

Desirable extras

• Experience with process automation and service improvement initiatives
• Previous involvement in change management and service transitions
• Familiarity with audit-ready environments and external vendor coordination

What’s on offer

• A senior leadership role with the scope to drive real change
• A collaborative, people-first working culture
• Flexible working options and a focus on work-life balance
• Office-based role with flexibility to support your working style