About Us
We are a growing UK-based SaaS company providing cutting-edge cybersecurity solutions to SMEs across all sectors. Our mission is to deliver robust, reliable, and customer-focused cyber protection through cloud-based security solutions and technical expertise.
We are now looking for an experienced
Service Delivery Manager
with strong technical expertise in IT service management, cloud platforms, and security solutions to lead and expand our service delivery function. The role is ideal for a technically proficient professional who can balance hands-on problem-solving with customer engagement, ensuring that our services operate efficiently and securely. Role Overview As a
Service Delivery Manager , you will take ownership of the technical service delivery function, ensuring our SaaS and IT services run seamlessly. You will oversee customer support, manage cloud environments (AWS/Azure), optimize IT service processes, and work with stakeholders to improve service efficiency. The role requires a strong background in IT service management, cloud infrastructure, automation, and IT support platforms such as
Jira, HubSpot, and M365 . Your ability to combine technical knowledge with customer service skills will be crucial in ensuring the reliability, security, and efficiency of our services. Key Responsibilities Technical Service Delivery & Operations
Manage end-to-end service delivery, ensuring seamless operation of SaaS solutions and IT services. Oversee cloud environments ( AWS, Azure ) and ensure high availability, security, and performance. Implement and optimize service desk processes. Drive automation and efficiency improvements in ITSM workflows and incident response. Troubleshoot complex technical issues, working closely with development and infrastructure teams.
Client Success & Technical Support
Act as the key technical contact for escalations and major incidents. Ensure SLAs are met across support and cloud service functions. Analyse service performance metrics and implement improvements. Provide technical insights and recommendations to customers on optimizing their security posture.
Leadership & Team Development
Lead and mentor a team of service engineers and technical support specialists. Foster a culture of
continuous learning, automation, and proactive problem-solving . Implement best practices for IT service management, utilizing frameworks like
ITIL .
Cloud & IT Infrastructure Management
Oversee service availability and reliability of AWS/Azure-based SaaS platforms. Ensure compliance with security and regulatory frameworks ( ISO 27001, ISO 9001 ). Manage M365 and other enterprise IT tools to support our customers and internal operations.
Continuous Improvement & Security Compliance
Identify and implement improvements in IT service management processes. Conduct root cause analyses for incidents and apply preventative measures. Ensure cybersecurity best practices are embedded in service delivery. Collaborate with engineering teams to enhance platform resilience and security.
Key Attributes We’re Looking For Technical Expertise & Problem-Solving
Strong understanding of
ITSM tools
(e.g. Jira Service Management, HubSpot). Hands-on experience with
AWS/Azure
cloud services, including compute, storage, networking, and security. Solid grasp of
cybersecurity principles, identity & access management, and compliance frameworks .
Leadership & Ownership
Proven ability to
lead technical teams , mentor engineers, and drive service improvements. Self-starter who thrives on
ownership, accountability, and proactive problem-solving .
Customer-Centric Mindset
Ability to translate complex technical concepts into customer-friendly explanations. Strong stakeholder management skills with experience handling client escalations.
Essential Skills & Experience 5+ years of experience in IT service delivery, SaaS operations, or IT support. Strong knowledge and understanding of IT Service Management. Experience in
ITIL, incident management, change management, and service automation . Hands-on experience in
service desk management, cloud operations, and ITSM best practices . Ability to diagnose and resolve complex technical issues across cloud, networking, and SaaS applications. Experience working with
ISO 27001, IT security standards, and compliance frameworks . Desirable Skills & Knowledge Knowledge of
Jira, HubSpot, M365 and AWS/Azure . Proficiency in
IT automation, scripting (PowerShell, Python, Bash), and CI/CD processes . Understanding of modern ITSM and
AI-driven automation in service management . What We Offer A pivotal role in shaping and leading our
technical service delivery function . A collaborative and
technology-driven work environment
where innovation is encouraged. Opportunities for professional development, training, and cloud certifications. Competitive salary and benefits package. If you're a technically skilled service delivery professional looking to drive innovation and efficiency in IT service management, we'd love to hear from you! Job Type: Full-time Pay: £35,000.00-£40,000.00 per year Benefits: Casual dress Company events Company pension Cycle to work scheme Free parking On-site parking Work from home Schedule: Monday to Friday Work Location: In person
#J-18808-Ljbffr
Service Delivery Manager
with strong technical expertise in IT service management, cloud platforms, and security solutions to lead and expand our service delivery function. The role is ideal for a technically proficient professional who can balance hands-on problem-solving with customer engagement, ensuring that our services operate efficiently and securely. Role Overview As a
Service Delivery Manager , you will take ownership of the technical service delivery function, ensuring our SaaS and IT services run seamlessly. You will oversee customer support, manage cloud environments (AWS/Azure), optimize IT service processes, and work with stakeholders to improve service efficiency. The role requires a strong background in IT service management, cloud infrastructure, automation, and IT support platforms such as
Jira, HubSpot, and M365 . Your ability to combine technical knowledge with customer service skills will be crucial in ensuring the reliability, security, and efficiency of our services. Key Responsibilities Technical Service Delivery & Operations
Manage end-to-end service delivery, ensuring seamless operation of SaaS solutions and IT services. Oversee cloud environments ( AWS, Azure ) and ensure high availability, security, and performance. Implement and optimize service desk processes. Drive automation and efficiency improvements in ITSM workflows and incident response. Troubleshoot complex technical issues, working closely with development and infrastructure teams.
Client Success & Technical Support
Act as the key technical contact for escalations and major incidents. Ensure SLAs are met across support and cloud service functions. Analyse service performance metrics and implement improvements. Provide technical insights and recommendations to customers on optimizing their security posture.
Leadership & Team Development
Lead and mentor a team of service engineers and technical support specialists. Foster a culture of
continuous learning, automation, and proactive problem-solving . Implement best practices for IT service management, utilizing frameworks like
ITIL .
Cloud & IT Infrastructure Management
Oversee service availability and reliability of AWS/Azure-based SaaS platforms. Ensure compliance with security and regulatory frameworks ( ISO 27001, ISO 9001 ). Manage M365 and other enterprise IT tools to support our customers and internal operations.
Continuous Improvement & Security Compliance
Identify and implement improvements in IT service management processes. Conduct root cause analyses for incidents and apply preventative measures. Ensure cybersecurity best practices are embedded in service delivery. Collaborate with engineering teams to enhance platform resilience and security.
Key Attributes We’re Looking For Technical Expertise & Problem-Solving
Strong understanding of
ITSM tools
(e.g. Jira Service Management, HubSpot). Hands-on experience with
AWS/Azure
cloud services, including compute, storage, networking, and security. Solid grasp of
cybersecurity principles, identity & access management, and compliance frameworks .
Leadership & Ownership
Proven ability to
lead technical teams , mentor engineers, and drive service improvements. Self-starter who thrives on
ownership, accountability, and proactive problem-solving .
Customer-Centric Mindset
Ability to translate complex technical concepts into customer-friendly explanations. Strong stakeholder management skills with experience handling client escalations.
Essential Skills & Experience 5+ years of experience in IT service delivery, SaaS operations, or IT support. Strong knowledge and understanding of IT Service Management. Experience in
ITIL, incident management, change management, and service automation . Hands-on experience in
service desk management, cloud operations, and ITSM best practices . Ability to diagnose and resolve complex technical issues across cloud, networking, and SaaS applications. Experience working with
ISO 27001, IT security standards, and compliance frameworks . Desirable Skills & Knowledge Knowledge of
Jira, HubSpot, M365 and AWS/Azure . Proficiency in
IT automation, scripting (PowerShell, Python, Bash), and CI/CD processes . Understanding of modern ITSM and
AI-driven automation in service management . What We Offer A pivotal role in shaping and leading our
technical service delivery function . A collaborative and
technology-driven work environment
where innovation is encouraged. Opportunities for professional development, training, and cloud certifications. Competitive salary and benefits package. If you're a technically skilled service delivery professional looking to drive innovation and efficiency in IT service management, we'd love to hear from you! Job Type: Full-time Pay: £35,000.00-£40,000.00 per year Benefits: Casual dress Company events Company pension Cycle to work scheme Free parking On-site parking Work from home Schedule: Monday to Friday Work Location: In person
#J-18808-Ljbffr
