Service Delivery Manager – Newtrend IT

Lyra Technology Group is a private equity-backed holding company that invests in and operates industry leading technology service businesses. Our companies are operated independently by exceptional management teams. Companies that join our group retain the employees, name, and culture that have made them successful. As a platform of 

Evergreen Services Group, we never divest from businesses we partner with and approach every decision with the goal of driving sustainable and healthy growth over the long term. 

Reporting to the CEO, you will lead and develop the Service Desk, Onsite, Workshop, Escalations, and Monitoring & Automation teams, driving service excellence, operational performance and continuous improvement. This is a leadership-focused position, not a hands-on technical role, but your technical background will enable you to provide informed direction, coach your teams and maintain high service standards.

Responsibilities

• Lead the Service Desk, Onsite, Workshop, Escalations and Monitoring & Automation functions.
• Drive service performance by managing KPIs, SLAs, ticket quality and operational reporting.
• Coach, mentor and develop Team Leaders and service staff through regular performance reviews and training plans.
• Oversee ticket lifecycle management, resource allocation and service queue performance.
• Act as the senior escalation point for client service issues, ensuring excellent customer outcomes.
• Improve service processes, governance and operational consistency across the business.
• Monitor workforce capacity, scheduling and service delivery performance.
• Collaborate with Projects, Account Management, Sales and Technical teams to deliver seamless customer experiences.
• Use operational data and reporting to identify trends, improve performance and implement continuous improvements.
• Foster a culture of accountability, ownership and exceptional customer service.

Skills required

• A minimum of 5’ years previous experience leading a Service Desk or Service Delivery function, ideally within a Managed Service Provider (MSP).
• Strong technical background in IT support, infrastructure or systems administration.
• Proven leadership experience managing managers and technical teams.
• Experience managing SLAs, KPIs, service quality and operational performance.
• Strong understanding of ticket lifecycle management, escalations and resource planning.
• Excellent communication, coaching and stakeholder management skills.
• Ability to analyse service metrics and implement measurable improvements.
• Commercial awareness with an understanding of how service performance impacts business outcomes.

Desirable

• Experience with ConnectWise Manage or similar PSA platforms.
• ITIL certification or practical ITIL experience.
• Microsoft, Azure, networking or cybersecurity certifications.
• Experience managing multiple IT service functions within an MSP.
• Knowledge of Microsoft 365, Azure, Windows Server, networking, cybersecurity, backup and disaster recovery solutions.
• Experience working within ISO 27001-aligned environments.

Benefits

• Genuine autonomy to build standards, processes and high-performing teams.
• Ongoing professional development and leadership growth opportunities.
• Be part of a values-driven organisation that believes in accountability, respect, teamwork and doing the right thing.