Job Overview

We are partnering with a leading UK Managed Services Provider (MSP) known for delivering innovative IT solutions and outstanding customer service.

The company promotes a supportive, people-first culture, encouraging growth and career progression across technical and customer-facing roles.

Job Title and Location

Job Title: Technical Service Delivery Manager

Location: York (Hybrid, 1-2 days onsite)

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.

We are an equal opportunities employer and welcome applications from all qualified candidates.