IT Service Manager - Swaffham

IT Service Delivery Manager - Swaffham

We are working exclusively with one of the UK’s leading provider of Managed IT Services that predominantly support enterprise level Commercial, NFP (Not For Profit) and Public Sector owned organisations with multiple locations and employees across the UK.

Role Overview:

• You will take day-to-day responsibility for three key operational teams, Service Desk, Provisioning Desk, and our newly formed Service Assurance each supported by a dedicated Service Coordinator.
• You’ll manage a high-volume ticket queue through ConnectWise, ensuring all teams and individuals consistently exceed the exceptional SLA standards our clients expect.
• As a team coach and leader, you’ll guide your team through complex issues, encouraging creative thinking and problem-solving from multiple perspectives.
• You will mentor and support a diverse team, ensuring workloads are balanced, morale is high, and each team member feels empowered to grow, develop, and succeed.
• In partnership with Service Coordinators, you will oversee resource planning and scheduling, while stepping in to provide hands-on support during peak demand or unexpected absences.
• You’ll handle both praise and complaints, ensuring that processes, resources and training are continuously reviewed and evolved to address root causes rather than one-off issues.

About You:

• You will be a seasoned IT Service Delivery Manager or Engineer with deep expertise in Microsoft 365, Microsoft Azure, Intune, Connectivity, Networking, and Wi-Fi solutions.
• You will have a solid understanding of delivering service based on ITIL standards as we as experience working within a highly complaint sector.
• You will be someone who can thrive on the floor with your teams, bringing energy, clarity, and fun to the day. You’ll lead by example, coaching and mentoring in real-time to create a positive, high-performance environment.
• You will be highly meticulous, always scanning for missed tickets, overlooked opportunities, misdirected triage, or team members who may be struggling, stepping in with support and solutions.
• Your approach to service delivery is rooted in flexible organisation and proactive resource management, ensuring your teams deliver consistent, exceptional service even in high-pressure or fast-changing situations.

Experience:

• Microsoft 365: 5 years (required)
• Microsoft Azure: 3 years (required)
• Microsoft Intune: 3 years (required)
• Networking and WIFI: 3 years (required)
• Connectivity: 3 years (required)
• Service Desk : 5 years (required)
• MSP / MSSP: 3 years (preferred)
• ITIL: 3 years (preferred)

United Kingdom (required) - Work Location: In person/ Hybrid – Monday to Friday – 9am/5.30pm

£40,000 - £50,000