Delivery Lead

As Delivery Lead (MSP) you will be responsible for leading, developing and coordinating the operations function within our Managed Services business unit, working closely with Sales and Presales through the sales lifecycle and the Service Management teams, providing post-sales proactive and reactive support to our managed service customers.

The ideal candidate is someone with proven MSP experience shaping the delivery of high-quality, profitable managed services that deliver service excellence and demonstrable customer value. This opportunity will suit those with the drive and desire to play a pivotal role in the development and growth of Managed Services.

Related responsibilities typically include the following:

• Leverage MSP operational experience and ITIL service management expertise in the development of optimal operational processes, standardization, documentation, playbooks, and workflows across the sales and delivery cycles of; qualification, contracting, delivery and service transition.
• ‘’Productise’’ our offering, around a service catalogue price book, defined qualification and process for qualification and template driven proposals.
• Proactively maintain and contribute to the Service Catalogue, including service/support design, service definitions, SLAs, and proposal templates, ensuring all services are optimally designed, documented, and costed.
• Collaborate with the Service Delivery Manager and Service Desk to maintain and enhance Incident/Event/Problem/Change Management practices to deliver best-in-class services.
• Monitor the effectiveness of the services against SLA/KPIs, driving through change as needed to deliver continual service improvement and service excellence.