Job Location: Office based - Brighton Job Type: Permanent Salary: Competitive, details on application Job Ref: Service Delivery Manager Reports To: Technical Manager Trident, a leading MSP (Managed Service Provider) based in the Southeast, seeks a driven and dynamic professional to join our team as a Service Delivery Manager. With over 30 years of experience, our team of business and technical consultants possess exceptional knowledge, drive, and passion. We pride ourselves on delivering exciting and impactful technology business-to-business and maintain high-level partner relations with top industry suppliers, including Microsoft, Dell, SonicWall and Cisco Meraki. As our company experiences rapid growth and looks toward future expansion, this position will continue to fulfil current and ongoing exciting projects and give an excellent opportunity for the individual to explore new and emerging technologies. We seek a passionate individual to join our team. As a Service Delivery Manager, you will be responsible for leading and overseeing the service delivery of our organisation, ensuring that all customer inquiries and issues are resolved efficiently and effectively. This office-based position comes with the added benefit of unlimited training opportunities, providing the right candidate with an excellent opportunity to join our established technical team and develop their career. We are looking for a highly motivated individual with outstanding leadership and communication skills. If you are passionate about delivering exceptional service and have the expertise to lead our technic al and support desk team s, we encourage you to apply and take the next step in your career with Trident. This is a key role, and we are excited to have the right person join our team. Trident is dedicated to nurturing the professional growth and technical skills of our team. We believe that investing in our team's expertise not only benefits our employees but also enhances the quality of services we provide to our clients. During their employment, the successful candidate will benefit from not only being part of exciting new technologies and services but also continual training, certification, and mentorship. The Service Delivery Manager ’s core responsibilities are: Understand our clients ’ needs and con cerns to ensure that the service provided to them exceeds their expectations. B e responsible for identifying areas for improvement in service delivery and working with internal teams to implement changes that will improve the overall consistency and quality of service provided to clients. Manage the internal and client escalations, by ensuring that they’re completed/resolved in a timely and effective manner. Develop and implement quality standards and processes for the delivery of IT professional services, ensuring that they meet the requirements of clients and relevant industry standards. Ensure that all work is completed to a high quality, and that any issues or non-conformities are identified and resolved in a timely manner. Conduct regular quality audits of all services being delivered and provide feedback and coaching to team members to improve performance. Work with the Technical and Helpdesk M anager s to ensure that all team members are trained and equipped with the necessary skills a nd knowledge to deliver high quality IT professional services. Review customer calls to identify areas for improvement in service delivery and customer satisfaction. Manage and continually improve customer satisfaction measures, reporting processes and systems; based on regular customer surveys and post-case questionnaires. Set agreed installation satisfaction targets within the team and with other departments. Hold regular service review meetings to ensure that the Helpdesk team consistently delivers an outstanding level of customer service to our clients. Regularly attend s ales m eetings, u ser g roups and other customer-facing events across the UK as. Continued assessment of security, Int egrity, and availability both internally and in part of Trident’s service. Continued assessment of regulatory and compliance requirements for both Trident and its clients. Working to ISO 27001, 14001 and 9001 requirements and Trident's operating procedures. Provide vision and leadership for the business and helpdesk capabilities. Qualifications and Skills - The successful candidate will require expert knowledge with the following technologies: Excellent communication skills. Flexibility and adaptability. Strong time management and problem-solving abilities. 3-5 years in a similar role. Knowledge of Modern Work, Microsoft Infrastructure, and Security solutions. A passion for learning new technologies. MSP experience and a relevant IT qualification such as ITIL. The role includes the above skills and responsibilities, but this is not an exhaustive list as business needs change. Benefits: Up to 32 days holiday per year plus bank holidays (25 days annual leave per annum - increased one day for every year of service up to 32 days bank holidays). Access 7,000 hours of on-demand IT courses, practice tests and virtual labs. Well being - Access to Bupa EAP (Employee Assistance Program) for you and your family. ‘Cycle to Work’ scheme. Access to vendor pricing for personal IT hardware and software purchases. Access to Microsoft Workplace Discount Program – Save up to 10% on Surface devices and 30% on Microsoft 365 subscriptions. Click here. Central office location – a 15-minute walk from Brighton train station, 10-minute local bus routes and short work from local shops, restaurants, and bars. “Smart casual” dress code with dress down Friday raising money for the local charities. Regular social and team-building events. ‘Refer a friend’ recruitment bonus scheme. Social spaces in Trident’s office for staff to connect – Bar, pool tables, table tennis, arcade, etc. W e are excited to have the right person join our dynamic team and to be part of our thriving MSP environment.