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.
Service Delivery & Client Experience
* 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.
Operational & Service Management
* 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.
Collaboration & Leadership Team
* 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).
About You
* 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.
Why This Opportunity?
* 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.