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.
- 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.
- 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.
- 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).
- 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.
- 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.
