Head of IT Service Delivery ITIL, Managed Services, MSP

Head of IT Service Delivery (ITIL, Managed Services, MSP)

An award winning MSP in the North West are recruiting for a Head of IT Service Delivery on a permanent basis. Due to ongoing growth and success, they have created a new role to provide operational leadership of the Managed IT Services team and strategic relationship management of their most valued customers.

Client Details

A thriving managed service provider who work with both corporate brands and SMEs. An owner managed business with exciting growth plans on the horizon as a result of their continued success and commitment to customer satisfaction and service excellence.

Description

Responsibilities:

• Lead a team of 20+ which includes Service Desk Managers, 2nd Line Support Engineers, IT Asset Manager, Problem Manager, and Service Delivery Managers who provide support to c.7,000 users across multiple customer accounts
• Oversee service desk operations including request fulfillment, incident management, and IT configuration.
• Manage out-of-hours support for major incidents, engaging with key stakeholders as needed.
• Standardise the support model to allow engineers to effectively support different customer contracts
• Drive service improvements and enhance customer satisfaction by identifying improvement opportunities and implementing efficiencies.
• Develop and maintain strong stakeholder relationships to ensure alignment with business objectives.

In the first 6 months, the focus will be on understanding the team dynamics and driving service improvements to enhance customer satisfaction. You will be given autonomy to make decisions which drive operational efficiency and service excellence.

This role will report into the Director of IT Service Delivery.

Profile

A successful Head of IT Service Delivery should have:

• Proven experience in Service Delivery Management including Major Incident and Problem Management
• Strong people management skills with the ability to lead and motivate teams.
• Experience in managing multiple customers within an MSP environment.
• Good understanding of ITIL practices, with ITIL 3 or 4 certification preferred.
• Demonstrated ability to drive service improvement initiatives and measure their impact on the business.
• Familiarity with Microsoft technologies and willingness to travel to various sites as needed.
• Exceptional communication and interpersonal skills.

Job Offer

• An attractive salary range of £70,000 - £80,000 per annum.
• 25 days of holiday leave.
• Pension scheme (4% Employer / 5% Employee).
• A supportive and collaborative work culture.

This role will require you to work on site at their Head Office and customer sites across the North West. There will be more opportunity for hybrid working once you have settled in the role.

You are encouraged to apply if you are passionate about leading a team to deliver exceptional IT services in the Managed Service Provider industry. This is a fantastic opportunity to take your career to the next level.