IT Service Delivery Lead/Senior Service Manager

This is a great opportunity to join a long established, and continually growing business, where you will have the opportunity to take ownership of service delivery, to ensure continuous customer satisfaction. You may currently be in an identical role, and seeking a fresh challenge, or you may be an experienced 2nd, 3rd line IT Support Engineer, and be seeking to utilise your skills in a slightly different role, with different responsibilities and lots of reward.Service Delivery Lead / Senior Service ManagerRole PurposeThe Service Delivery Lead is responsible for the day-to-day running, quality, and performance of the support function.This role exists to:Strengthen service deliveryRelieve pressure on senior technical staffProvide a clear operational bridge between leadership and the support teamEnsure service is consistent, measurable, and scalable as the business growsThis is not just a senior technician role. It combines technical understanding with operational leadership and service ownership.Key Responsibilities1. Service Ownership Take full ownership of how IT support is delivered across the business, ensuring a consistent, professional experience for clients.2. Senior Support Relief and Escalation Control Reduce reliance on senior engineers for reactive escalation by owning prioritisation, quality checking, and escalation decisions.3. Team Coordination Coordinate the support team day-to-day:Manage workload allocationBalance 1st / 2nd line capacityEnsure tickets move ..... full job details .....