Service Delivery Manager

Location Exeter
Discipline: Customer Service, IT and Technical, Office Support
Job type: Permanent: Full Time
Salary: £40,000 DOE
Contact name: Toni Kemble

Contact email: careers@sarahwest.co.uk
Job ref: VR/123
Published: about 1 month ago

​Exeter based – Hybrid working is encouraged

Up to £40,000pa DOE, plus some great perks

New role to make your own!

Can you tap into your inner geek when you need to? Do you excel at providing exceptional customer service? Do you like just making things work that bit better? Do you enjoy the ever-evolving world of IT?

If the answer is YES, YES, YES, and YES then we want to hear from you.

Working with a well-known managed service provider in Exeter, the Service Delivery Manager will oversee the entire delivery function, lead & grow their team which includes Junior & Senior Helpdesk / Network & System Engineers, Project Engineers and Support Staff.

You’ll have a pivotal role in leading the Service Delivery Team to make sure that they’re efficient, profitable, happy, productive and (most importantly) continually getting amazing feedback.


You’ll be someone who is

  • Experienced in managing and leading an IT Service Team or something very similar

  • A great communicator (Fluent in both geek and human)

  • A super good listener

  • Be IT literate – Advanced user level please

  • Totally obsessed with delivering an amazing client experience

  • Flexible – able to roll your sleeves up and get on with it!

  • Agile to keep up with and adapt to the fast-paced world of IT

  • You’ll also have a UK driving licence and transport to get around if needs be

Some of what you’ll be doing is…

  • Managing the day to day activity of the department, ensuring the clients needs are being met in line with internal SLA’s

  • Provide a point of contact for non-technical issues & escalate

  • Liaise with Clients to make sure that they are happy and the team and solutions are running smoothly and are adequate for their current & future needs

  • Lead, manage and mentor the Service Delivery Team. This includes the full employee life cycle, as well as managing well-being of the team by providing regular 1:1 reviews and roadmaps for all individual members of the team

  • Creating, managing and improving Training Plans for all Team Members

  • Support the Team and Clients with any unusual/high-level issues that arise

  • Accountable to KPIs and Metrics that will include things such as Client Satisfaction Scores (CSAT), Team Efficiency, Agreement Gross Margins & Team Happiness as well as intangible metrics that align with things such Company Core Values

  • Creating, managing and improving both Individual & Team KPIs and Performance Metrics

  • Continually identify areas of service that can be improved that will deliver a better service

  • Ensure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriate

If this sounds like the perfect next move for you, please get in touch with Toni 01392 873813