Information Technology Service Delivery Manager

Connex; Manchester; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading AI service provider in Manchester is seeking a mid-senior level Service Delivery Manager to lead a team in delivering 24/7 support. The ideal candidate will have proven experience in managing service desks, a strong technical background, and excellent communication skills. Responsibilities include ensuring SLA adherence, guiding team performance, and implementing ITIL best practices. This full-time role offers an exciting opportunity to enhance customer support services.

Qualifications

• Proven experience as a Service Desk Manager or in a similar technical support leadership role.
• Comfortable with help desk and remote control software.
• Excellent communicator, able to explain technical issues clearly.

Responsibilities

• Ensure Service Desk delivers 24/7 support and meets SLAs.
• Lead and support the team to enhance focus on customer satisfaction.
• Manage incident and problem management processes effectively.

Skills

Experience as Service Desk Manager

Technical background

Excellent communication

Customer-focused

Problem-solving skills

Tools

Help desk software

Remote control software

Job description

Information Technology Service Delivery Manager

Join us as a Service Delivery Manager and lead our mission to provide exceptional 24/7 support across all channels. You will manage and mentor our Service Desk team, ensuring team success, SLA adherence, and customer satisfaction. Drive continuous improvement by implementing ITIL best practices and leveraging customer feedback to enhance our services. Your leadership will be pivotal in shaping a responsive, efficient, and customer‑centric support environment.

Responsibilities

• Ensure our Service Desk delivers 24/7 support, keeps P1 incidents under control, and meets SLAs.
• Lead and support the team, helping them grow, perform well, and stay focused on the customer.
• Keep our incident and problem management processes running smoothly and look for ways to improve them.
• Use ITIL best practices (ITIL 4 preferred) to make sure everything we do is consistent and efficient.
• Solve problems, streamline workflows, and make support better for both the team and our customers.
• Manage performance and use customer feedback to make our service even stronger.

Who’s Suitable for This Role

• Proven experience as a Service Desk Manager or in a similar technical support leadership role.
• Comfortable with help desk and remote control software, with a strong technical background.
• Excellent communicator, able to explain technical issues clearly to both technical and non‑technical audiences.
• Customer‑focused, with a drive to deliver outstanding support.
• Strong problem‑solving skills, with the ability to identify root causes and implement effective solutions.
• Exceptional written and verbal communication to keep both the team and customers informed.

Schedule

• Night shifts: 4 consecutive nights
• Friday, Saturday, and Sunday off after night shifts
• The schedule then repeats.

About ConnexAI

ConnexAI is an award‑winning Conversational AI platform. Designed by an elite engineering team, ConnexAI’s technology enables organisations to maximise profitability, increase revenue, and take productivity to new levels.

ConnexAI provides cutting‑edge, enterprise‑grade AI applications, including AI Agent, AI Guru, AI Analytics, ASR, AI Voice, and AI Quality.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Customer Service and Information Technology

Industries

Telephone Call Centers, Telecommunications, and IT System Training and Support

Manchester, England, United Kingdom