IT Service Delivery Manager Location: Harrogate £35,000 DOE

Penguin Recruitment Ltd
Harrogate, UK
13 Sep 2019
26 Sep 2019
Contract Type
Full Time
IT Service Delivery Manager

Location: Harrogate

£35,000 + DOE

An Exciting position has opened for an experience IT service Desk manager Looking for their next step!

Penguin Recruitment are actively recruiting for an IT Service Delivery Manager to play a pivotal role in my clients continued growth through outstanding service delivery.

The Company

Dynamic IT Solutions & Support

For more than 15 years providing secure and responsive IT Infrastructure and support service 24 hours a day, 365 days a year.

Delivery of outstanding, second to none service - "whatever IT takes" - is at the heart of what my client does, as the business & team continue to grow an opportunity has arisen for an experienced MSP Service Delivery Manager to join the team to drive effective operational change, manage a growing team, provide both deep tactical insight and strategic oversight of our support delivery and to develop our service delivery processes through a process of continual improvement.

Role of IT Service Delivery Manager
  • Forming part of the senior leadership team, reporting directly to the board, with a broad range of responsibilities focused on improving the service delivery across remote and on-site support delivery
  • Developing, implementing and monitoring effective processes to ensure consistent high-quality service and support delivery
  • Managing a team of helpdesk and field engineers from 1st to 3rd line
  • Driving operational improvements through an ongoing strategic outlook
  • Managing and resource scheduling to deliver IT projects across a range of technologies and industries
  • Implementing effective working models and team structures to ensure continued superior support delivery through the business' continued growth
  • Having a 'whatever IT takes' mentality
  • a preparedness to step outside of your comfort zone, support colleagues in other areas of the business and generally work as a team player towards a common goal

Experience required for IT Service Delivery Manager
  • A minimum of 3 years' experience in a Managed Service Provider environment working with SMEs
  • ITIL Service Desk Qualification
  • Service Desk Institute or other similar qualification or experience
  • PRINCE 2 Project Management Experience and Qualification
  • Although this is not predominantly a hands-on technical role, you must possess a solid and sound level of technical competency across Microsoft technologies, Office 365, Cloud, Networking and other core MSP Services to be able to support your team and contribute effectively to the support experience
  • Experience working with and configuring the Autotask PSA solution to effectively manage and work through customer support tickets, service requests and projects from start to finish

The successful IT Service Delivery Manager can look forward to industry leading salary - we are only interested in attracting A players and will pay highly competitive salaries to secure the top candidates, cash back health scheme, company pension, a fun, flexible and dynamic working environment, a strong commitment to personal development, training and career progression for all of the team.

For more information on the IT Service Delivery Manager role please contact Craig Cook at Penguin Recruitment on or alternatively email on

Commutable locations: Leeds, Harrogate, York, Boroughbridge, Bradford, Horsforth, Keighley, Barlby, Selby, Pudsey

Skill words: Service Delivery, Helpdesk, Service Desk Manager, 3rd Line Tech, Support Manager, Managed Service Provider, MSP, Helpdesk Manager, Managed Service Manager, 2nd line Support, IT support, IT Manager, Microsoft, Cloud, Office 365, Networking

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