Service Delivery Manager

About the Role We are seeking a warm, outgoing and people-focused Service Delivery Manager to lead our clients Service team as we continue to grow. This is a critical leadership role responsible for ensuring clients receive outstanding service every day, maintaining team culture, and driving consistency, efficiency, and accountability across all service operations.

This is a true management position, ideal for someone who thrives on communication, relationship-building, and leading people. The role is not technical; instead, it centres on service excellence, coaching, client interaction, and operational oversight.

Key Responsibilities Team Leadership & Culture

Lead, support and mentor a team of ~12 technicians plus a Service Coordinator.

Maintain a positive, collaborative team culture where people feel supported, valued and guided.

Ensure fairness, clarity and consistency in expectations and performance.

Act as a trusted leader the team feels comfortable approaching.

Service Delivery & Client Experience

Ensure clients consistently receive exceptional service.

Monitor daily service desk performance, ensuring SLAs, ticket closure rates, and quality standards are met.

Step in when needed to communicate directly with clients, de‑escalate issues and maintain strong relationships.

Build rapport easily with both internal teams and clients – being approachable, personable and confident.

Operational & Service Management

Oversee day‑to‑day service operations and workflow.

Drive efficiencies and continuous improvement in how the Service Desk functions.

Handle light account‑management tasks, including preparing quotes with internal sales.

Support the Service Coordinator and cover frontline communication when required.

Collaboration & Leadership Team

Work closely with the MD, Technical Services Manager and Senior Leadership as part of the management team.

Provide insights, updates and recommendations directly to the MD.

Participate in the wider Service Executive peer group for professional development (including travel to meet other Service Executives).

About You

Warm & outgoing personality, someone who can speak to anyone and build relationships easily.

Strong communicator who can read a situation, de‑escalate effectively, and keep conversations positive and productive.

Fair, balanced leadership style, understands what is important for both the client and the team.

High attention to detail and strong follow‑through.

Ideally experience in an MSP or technology‑based business, but the role itself is not technical.

Enjoys creating structure, efficiency, and a great team culture.

Why This Opportunity?

Chance to step into a true leadership role that directly shapes culture and service outcomes.

Opportunity to grow into Operations Manager or General Manager as the business expands.

Join a supportive, people‑first leadership team.

Be part of a business with long‑term stability and strong relationships across clients and staff.

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