Website:
beyondstaff.co.uk
Job details:
Job Title: Service Delivery Manager
Remote India, UK Hours
This role is responsible for managing the daily ticket queue, engineer workload, client updates, escalations, SLAs, ticket quality and overall service delivery performance.
This is not a basic coordinator role. The right person must understand IT support operations, MSP service delivery, Microsoft 365 basics, ticket management, client communication and technical escalation.
Responsibilities
- Manage the daily support ticket queue.
- Assign tickets to the correct engineers.
- Monitor SLA performance and overdue tickets.
- Ensure clients receive timely and professional updates.
- Review ticket notes and closure quality.
- Escalate urgent issues to senior engineers.
- Coordinate between support engineers and senior technical teams.
- Track recurring issues and service risks.
- Handle client escalations and service concerns.
- Prepare weekly service delivery updates for management.
- Improve support processes, documentation and accountability.
- Ensure access, security and client data related requests are handled correctly.
Requirements
- 5 plus years in IT support, MSP operations or service delivery.
- Experience managing support tickets, SLAs and escalations.
- Good understanding of Microsoft 365, Exchange Online, Teams, SharePoint and OneDrive.
- Good understanding of Windows support, user access, MFA and endpoint support.
- Strong written and spoken English.
- Experience working with remote teams.
- Ability to manage engineers and client expectations.
- Strong documentation and process discipline.
- MSP experience preferred.
- Must be available during UK business hours.
Ideal Candidate
The ideal candidate is organised, calm under pressure, technically aware and strong at follow up. They should be able to manage a busy support queue, challenge poor ticket updates, coordinate engineers, communicate clearly with clients and make sure nothing is missed.
Click on Apply to know more.