Service Delivery Manager

Duties and Responsibilities

• Service Delivery & Operations
• Own day-to-day service delivery across all supported customers
• Ensure tickets are triaged, prioritised, and resolved in line with SLAs
• Monitor service performance, queue health, and workload distribution
• Manage escalations and ensure timely resolution of incidents
• Ensure consistent service standards and delivery practices


• Team Leadership & Coordination
• Line-manage L1 and L2 support engineers
• Provide direction, prioritisation, and workload management
• Support performance management, coaching, and development
• Ensure engineers have the information and resources needed to deliver services
• Promote a culture of accountability, collaboration, and continuous improvement


• Customer & Stakeholder Management
• Act as the primary escalation point for service-related customer issues
• Communicate clearly with customers during incidents and service disruptions
• Manage customer expectations and align delivery with agreed service levels
• Participate in service reviews and ongoing customer engagement


• Process, SLA & Continuous Improvement
• Track and report on SLA performance and service metrics
• Identify trends, risks, and recurring service issues
• Drive improvements in service processes, workflows, and documentation
• Ensure adherence to security, compliance, and operational standards


• Technical Oversight
• Maintain a working understanding of the supported technology stack, including: Microsoft 365 and Entra ID, Intune and Autopilot, Windows and macOS endpoints Google Workspace
• Work closely with L2 engineers to validate solutions and escalation paths
• Ensure technical issues are communicated clearly to customers and stakeholders