IT Service Delivery Manager - London - London

£50,000 - £55,000 DOE with excellent benefits

Date Posted: Monday 09 May 2022

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Hybrid role - London

The role:

Nine Twenty Recruitment are delighted to be partnered with one of the leading and fastest growing Cloud providers in Europe in the recruitment of an experienced IT Service Delivery Manager to join a fast growing technical team, the role offers an exciting opportunity to build their own team and grow further. This is a hybrid role with requirements to work from the office or customers offices in London and there will be home working too. 


  • Leading a team of 10-12, first and second line service desk engineers
  • Oversee day-to-day fulfilment of all Service Requests, Incidents, Monitoring and completion of daily task within SLA.
  • Collaboration with business units and stakeholders across the commercial and technical teams to support proposals and client solutions
  • Act as an escalation point for client issues and team problem resolution as needed
  • Efficiently schedule requests, tickets and project work
  • Leading and developing your team of Service Desk Engineers and ensuring customer service is at the forefront of all activity.
  • Motivating team members and setting clear team and individual goals.
  • Identifying and improving processes
  • Identify and develop working practises for service desk members to follow and adhere to
  • Management of team shifts and rota to ensure continuity if service
  • Proactively look for ways to reduce ticket volume
  • Hold regular management review meetings with the team
  • Deliver KPI statistics and reports to customers and senior management team
  • Help to build and maintain a Customer Satisfaction facility, within the helpdesk function, and report on this regularly to senior management
  • Being part of the Incident Management rota
  • Being intrinsic to the management of, and an escalation point for, the 24/7 ‘on-call’ rota
  • Analysing team workload against resource availability



  • Several years experience working for a Managed Services Provider, delivering cloud solutions
  • Proven track record of managing and growing a remote team with 2-3 years experience in a leadership role
  • Proven track record in building helpdesk management systems, KPI reporting and customer reports against service desk SLAs
  • ITIL certified or well versed in the practice of v3./v4
  • Experience in incident management and change management and approval processes
  • Experience in working to ensure customer solutions and services comply with the relevant product standards and internal documentation (in accordance with ISO certification)
  • Manage 24/7 technical support operations including management of an on-call rota


  • Technical background with prior experience or exposure to some of our core technologies such as VMware, vSphere, Backup & Disaster Recovery (ideally Veeam and/or Zerto)


Package on offer:

  • Flexible working with a family-friendly focus at the very core of our company values
  • 33 days holiday including public holidays
  • Private healthcare
  • Excellent learning and development opportunities. 
  • Company pension

To be considered for this opportunity, please apply today or contact Pamela Connor


T: 07917 901 299