Service Delivery Manager - Newtrend IT

📋 Description

• Lead the Service Desk, Onsite, Workshop, Escalations and Monitoring & Automation.
• Drive service performance by managing KPIs, SLAs, ticket quality and reporting.
• Coach and develop Team Leaders and staff through reviews and training.
• Oversee ticket lifecycle management, resource allocation and service queues.
• Act as senior escalation point for client service issues and outcomes.
• Improve service processes, governance and operational consistency.

🎯 Requirements

• 5+ years leading a Service Desk or Service Delivery (MSP).
• Strong IT infrastructure and systems administration background.
• Proven leadership of managers and technical teams.
• ITIL certification or practical ITIL experience.
• Experience with ConnectWise Manage or similar PSA tools.
• Knowledge of Microsoft 365, Azure, Windows Server, networking.

🎁 Benefits

• Genuine autonomy to build standards, processes and high-performing teams.
• Ongoing professional development and leadership growth opportunities.
• Values-driven organisation with accountability, respect, teamwork.