Lead Service Delivery Manager

To £80k + Benefits (Remote)

15-Month FTC

Cloud Decisions are excited to have partnered once again with one of the UK’s fastest growing and most highly awarded and respected Microsoft Cloud Solutions Partners. They’re now looking for an experienced Senior/Lead Service Delivery Manager to continue driving company’s ever-growing success in Managed Support Services.

The organisation has a proven track record of delivering both managed support for Modern workplace + Cloud as well as cyber security services and enterprise Microsoft Cloud consulting. A Microsoft managed partner, and one of the most highly respected UK Microsoft channel partners they've been recognised as the highest potential Partner in the UK by Microsoft themselves. What’s even more important is that the company puts its employees first with an incredibly people-centric and inclusive culture aligned to Microsoft’s Partner Pledge. Whilst building inspiring and award-winning teams they’ve retained true to their company values and built relationships through excellence, ownership and respect.

As a successful Lead Service Delivery Manager you will have:

Proven experience in an IT Service Delivery role with an MSP

Be comfortable working 50% as a hands-on as a customer SDM, and 50% mentoring people + evolving / maturing process

Have worked in an ITIL environment

An understanding of Microsoft Cloud (Microsoft 365 + Azure)

Experience managing key stakeholder relationships, budgets, planning and SLA’s

Service and process documentation experience

Excellent listening, communication, presentation, and inter-personal skills

The following would be advantageous:

ITIL Foundation/Practitioner (Certified) v3/4

Main Duties and Responsibilities:

Be accountable for the delivery of outstanding customer experience across Managed IT/cloud support and Cyber Security support services.

Report on and maintain performance of agreed metrics and standards relating to Service Management.

Maintain oversight of Service Desk / SOC performance inside customers, providing support and guidance in resolving service issues through to P1 incidents.

Develop and implement ongoing Service Improvement plans to increase service effectiveness and quality including creation/maturing of run books.

Ensure service delivery through service reviews (remotely delivered in the majority)

Report to the Head of Managed Services and help mentor a current team of 2 SDMs.

Cloud Decisions are proud to be selected as specialist talent acquisition provider by Microsoft UK for their Partner Talent Services. created to support UK Partners with a range of specialist talent services. We can help you to connect with some of the best cloud career opportunities within the Microsoft Partner ecosystem, so please get in touch with us for a confidential consultation. Follow us on LinkedIn and view our website for constant career opportunities and industry insights