Operate Service Manager

Service Delivery Manager Overview

We are seeking an experienced Service Delivery Manager to lead the delivery of a growing managed services function focused on platform management, security, telemetry, and observability solutions.

This is a strategic, hands-on leadership role responsible for ensuring high-quality service delivery across multiple customer accounts while driving operational excellence, continuous improvement, and team development. Working closely with Technical Account Managers and Solution Architects, you will oversee service delivery, ensuring customers receive consistent, high-quality support and that internal processes continue to evolve as the business grows.

Key Responsibilities Service Delivery

• Oversee the day-to-day delivery of managed services across multiple customer accounts.
• Monitor workloads, ticket volumes, ageing requests, and SLA performance to identify trends, risks, and opportunities for improvement.
• Ensure consistent, high-quality service delivery across the customer portfolio.
• Act as the primary escalation point for service delivery issues, coordinating resolution and communicating effectively with stakeholders.

Team Leadership

• Lead, mentor, and develop a team of technical engineers through regular one-to-one meetings, coaching, performance reviews, and development planning.
• Foster a collaborative, high-performing team culture focused on customer success and continuous improvement.
• Manage team performance, providing constructive feedback and addressing performance issues where necessary.

Resource & Capacity Planning

• Monitor team utilisation and workload across customer accounts.
• Plan resource requirements for new projects and managed service engagements.
• Identify future skills gaps and recruitment needs, providing recommendations to senior leadership.

Service Improvement

• Analyse service performance data to identify recurring issues, trends, and opportunities to improve operational efficiency.
• Develop and implement improvements to service delivery processes, documentation, and operational standards.
• Ensure continuous improvement initiatives are embedded into day-to-day operations.

Governance & Reporting

• Own service governance, including SLA monitoring, reporting, and operational performance metrics.
• Produce accurate management reports that provide meaningful insight into service quality, customer satisfaction, and team performance.
• Maintain clear service boards, delivery dashboards, and operational documentation.
• Ensure delivery processes remain transparent, measurable, and aligned with business objectives.

Incident & Escalation Management

• Lead the management of service escalations and major incidents from identification through to resolution.
• Ensure incident management processes follow recognised best practices, including ITIL principles.
• Coordinate communication with internal teams and stakeholders throughout the incident lifecycle.

About You

The successful candidate will have:

• Proven experience managing service delivery across multiple customer accounts within a Managed Service Provider (MSP) or similar service-based environment.
• Demonstrable experience leading and developing technical teams through performance management, coaching, and mentoring.
• Strong analytical skills with the ability to interpret service metrics, utilisation data, SLA performance, and operational trends.
• Experience implementing and embedding process improvements within a busy service delivery environment.
• Excellent communication skills with the ability to engage confidently with engineers, customers, senior stakeholders, and leadership teams.
• A calm, organised approach when managing competing priorities and high-pressure situations.
• Good technical awareness, with the ability to understand service management platforms, infrastructure environments, and engineering workflows without necessarily being a hands-on engineer.

Key Areas of Responsibility

• Service governance and SLA management.
• Operational reporting and performance monitoring.
• Capacity planning and resource management.
• Incident and escalation management.
• Team leadership and professional development.
• Continuous service improvement.
• Process documentation and operational standards.
• Collaboration with technical, commercial, and leadership teams.

Why Join Us?

This is an opportunity to play a key leadership role within a growing managed services business, where you will have a direct influence on service quality, operational strategy, and team development. You will work closely with senior leadership, contribute to business growth, and help shape the future of service delivery while leading a talented technical team in a collaborative and forward-thinking environment.