IT Operations & Service Delivery Manager

RooCru is recruiting on behalf of a UK-based IT Managed Service Provider seeking experienced IT Operations and Service Delivery professionals to support the effective delivery of IT services across its client base.

Role Title: IT Operations & Service Delivery Manager

Hours: UK full-time

Location: Remote

Rate: R45,000 - R55,000 per month (dependent on experience)

This role is suited to an experienced IT professional with a strong background in managed services, IT operations, service delivery and technical support environments. You will play an important role in ensuring IT services are delivered efficiently and consistently, coordinating technical teams, monitoring service performance and maintaining strong relationships with clients and key stakeholders. The successful candidate will be comfortable working across both operational and client-facing responsibilities, with the ability to manage competing priorities, resolve service issues and continually improve the way IT services are delivered.

Responsibilities

• Overseeing the day-to-day delivery of IT services across multiple client accounts.
• Managing IT operations and ensuring technical support services are delivered effectively.
• Monitoring SLAs, service performance, response times and operational KPIs.
• Coordinating service desk, infrastructure and other technical teams.
• Managing incidents, escalations and business-critical service issues through to resolution.
• Acting as a key point of contact for clients and maintaining strong stakeholder relationships.
• Leading or coordinating IT projects, including system implementations, migrations, infrastructure changes and upgrades.
• Ensuring technical projects, support requests and operational tasks remain on schedule.
• Conducting or contributing to regular client service reviews and performance meetings.
• Developing, documenting and improving IT processes, procedures and SOPs.
• Supporting ITIL and ITSM-aligned service management processes.
• Identifying recurring service issues and implementing improvements to service quality and operational efficiency.
• Coordinating third-party technology providers and vendors.
• Supporting procurement, licensing, budgeting and technology planning where required.

Requirements

• Able to coordinate technical teams without losing sight of commercial and customer priorities.
• Comfortable communicating directly with UK-based clients and senior stakeholders.
• Highly organised with strong operational and project management skills.
• Experience working with RMM, PSA and ticketing/service management platforms commonly used within MSP environments.
• Ability to understand technical incidents, assess severity and coordinate appropriate troubleshooting and escalation.
• Understanding of backup, disaster recovery and business continuity principles.
• Familiarity with virtualisation and cloud infrastructure, such as Hyper-V, VMware and Azure-hosted environments.
• Understanding of networking fundamentals, including TCP/IP, DNS, DHCP, VPNs, firewalls, VLANs and Wi-Fi environments.
• Windows Server and Windows desktop environments, including Active Directory, Group Policy and general administration.

Interested in applying?

Simply click the link below to apply online today:

https://roocru.co.uk/jobs/posted/b59c7735-6577-44dd-9412-2a2f272458dd