IT Service Delivery Manager

A leading cloud transformation and business systems consultancy is seeking an IT Service Delivery Manager to oversee daily operations within their managed services division. Reporting to the Head of Customer Success, this pivotal role focuses on leading a team of technical consultants, maintaining high customer satisfaction, and ensuring services align with ITIL best practices and agreed SLAs. The position demands a balance of operational management, people development, and technical capability. Alongside managing staff performance and customer escalations, you will contribute directly to support tickets, aim for target utilisation levels, and help identify commercial expansion opportunities within the existing client portfolio. This full-time role operates during standard business hours with flexibility required to support business growth. Key Responsibilities: Oversee assigned support team members, managing workload distribution, staff welfare, performance, and professional development. Ensure prompt resolution of client tickets in line with SLAs, achieving a personal utilisation target of 35% through investigation, workaround provision, and problem solving. Act as an operational escalation point for key stakeholders, maintaining service quality and ITIL framework alignment across all deliverables. Coach and mentor staff members to elevate technical consulting standards and team capability. Support pre-sales activities, client onboarding, and go-live phases in coordination with commercial teams. Partner with third-party vendors and software providers to ensure effective service delivery. Identify organic upsell opportunities within existing accounts and gather client feedback to inform new product ideas. Requirements Demonstrable experience (2–3 years minimum) delivering technical support or managed services within a multi-client environment. Hands-on experience configuring or performing build work across multiple Enterprise Resource Planning (ERP) modules. Strong leadership skills with a proven track record of mentoring and developing technical personnel. Practical understanding of ITIL service delivery framework standards. Outstanding written and verbal communication, with the capacity to present to stakeholders and deliver training. Strong analytical, investigative, and complex problem-solving abilities. Preferred Qualifications: In-depth expertise in Unit4 Business World (UBW) modules. Experience introducing new operational processes to enhance service quality standards. Required Software Skills: Enterprise Resource Planning (ERP) systems (e.g., Unit4 Business World / UBW) ITIL-aligned service management and ticketing platforms Benefits Opportunity to lead a high-performing managed services team within an expanding organisation. Clear involvement in commercial strategy, account growth, and product ideation. Supportive environment focused on professional development and continuous learning.