Service Delivery Manager - MSP

Overview

Logixal is seeking a skilled and experienced Service Delivery Manager to lead our Managed Services Provider (MSP) team, Internal Infrastructure team, and other services including Managed Print Services, Telephone solutions (including 3CX), mobile phone solutions, and Enterprise Content Management. The ideal candidate will possess deep expertise in Microsoft systems, cybersecurity, network infrastructure design, and cloud-based solutions, with a proven ability to mentor and develop staff. This role requires involvement at all levels—from basic operational tasks to high-level strategic planning—ensuring our teams meet Service Level Agreements (SLAs) and effectively manage client infrastructure.

A key aspect of this role is adopting a functional PMO (Project Management Office) approach to ensure efficient and profitable project delivery aligned with company goals. The Service Delivery Manager will oversee customer problem resolution, successful project installations, and the continuous development of our service delivery operations. A strategic mindset, focused on client satisfaction and exceeding expectations, is essential.

Key Responsibilities

Team Leadership and Management:

• Lead the MSP, Internal Infrastructure, and service teams, ensuring optimal performance and service delivery across all areas.
• Manage staff responsible for projects, installations, and client tenant management, fostering team growth and expertise.
• Ensure teams meet/exceed service levels, achieving SLAs and client satisfaction across all offerings.

Service Delivery Excellence:

• Oversee teams resolving customer issues, managing customer tenants, and installing IT, print management, telephony, and content management projects.
• Prioritise workloads, ensuring effective work distribution and timely completion aligned with client needs.
• Act as the central point for escalations, resolving issues diplomatically and effectively.
• Engage at all levels, from basic tasks to strategic planning, demonstrating a hands-on approach when needed.

Adoption of Functional PMO Approach:

• Standardise project management processes across all service lines, ensuring consistency, efficiency, and alignment with company goals.
• Implement a project accounting approach to track and improve profitability, ensuring projects meet budget and financial targets.
• Continuously evaluate and improve service delivery processes through the PMO framework, identifying and addressing flaws.
• Manage resources effectively, ensuring the right skills and personnel are available to meet project demands.

Cybersecurity and Infrastructure Management:

• Ensure teams are proficient in managing and deploying cybersecurity solutions, including firewalls and endpoint security.
• Oversee the deployment and maintenance of virtual servers, cloud-based backups, and disaster recovery solutions.
• Lead the design and implementation of secure, scalable network infrastructures for clients.

Client Relationship Management:

• Build and maintain strong client relationships, understanding and meeting their needs across all service offerings.
• Conduct regular service reviews with clients, providing performance reports and discussing service improvements.
• Ensure smooth service transitions for customers as services are added or removed, maintaining high service standards.

Process Improvement and Compliance:

• Ensure company tools and information systems are used correctly and that relevant information supports service delivery.
• Define and manage SLAs related to contracted services, providing technical advice on escalations.
• Ensure service delivery processes align with compliance requirements, including data security and industry standards.

Reporting and Monitoring:

• Provide regular reports on service delivery performance, including management and account performance metrics.
• Monitor KPIs to ensure effective control and support of service delivery across all areas.
• Offer insights and recommendations for service improvements based on performance data and client feedback.

Training and Development:

• Develop training courses to enhance team skills in Managed Print Services, IT Services, Telephone solutions (3CX), mobile solutions, cybersecurity, and network infrastructure.
• Train new staff on service standards and processes, ensuring consistent, high-quality service delivery.

Budget and Resource Management:

• Manage budgets, ensuring resources are allocated effectively to meet business requirements across all service areas.
• Plan and schedule resources to meet the company’s service delivery commitments to customers.

Knowledge Transfer and Team Collaboration:

• Ensure knowledge transfer to staff, guaranteeing understanding of customer systems and internal processes.
• Collaborate with other departments to provide a resilient service, ensuring seamless integration and support.

Qualifications

• Experience:
• 5+ years of management experience in a technical support or service delivery role, particularly in a multi-service environment.
• Proven track record in delivering and managing technological environments, especially in managing customer tenants.
• Extensive experience with ITIL, Agile, and Scrum methodologies within a managed services environment.
• Strong understanding of project management principles within a functional PMO framework.
• Experience in cybersecurity solutions, virtual servers, and cloud-based backups.
• Proficiency in designing and managing secure, reliable network infrastructures.
• Technical Proficiency:
• Deep knowledge of Microsoft technologies, network infrastructure, and related software programmes.
• Experience with Managed Print Services, Telephone solutions (3CX), mobile solutions, and Enterprise Content Management.
• Strong team management skills, with a focus on career development and mentorship.
• Hands-on experience with Microsoft desktop and server operating systems, and related technologies.
• Skills and Competencies:
• Strong analytical and problem-solving abilities, with innovative thinking.
• Excellent communication skills, with the ability to document processes and manage expectations effectively.
• A self-motivated learner with a passion for continuous improvement and staying updated on industry trends.

Personal Attributes

• Client-Centric Approach: A commitment to exceeding client expectations through high-quality support services.
• Leadership and Mentorship: A leader who fosters team growth and collaboration.
• Adaptability: Comfortable working across all levels and managing multiple priorities.