Service Delivery Manager (Managed Services)

Looking for a Service Delivery Manager to lead LAB3’s L1/L2 Service Desk and ITSM function, owning the end-to-end ticket experience and ensuring exceptional support outcomes for both our clients and internal teams.

The role:

• Lead, coach, and develop a high-performing, customer-first Service Desk and ITSM team.

• Own ticket performance, SLA/KPI adherence, reporting, and service quality across all queues.

• Analyse ticket trends, identify risks, and drive practical service improvements with internal teams.

• Champion customer experience, ticket hygiene, self-service adoption, and continuous improvement.

• Grow L1/L2 capability so more tickets are resolved without engineering escalation.

• Own ServiceNow CMDB, asset management, documentation, and client onboarding readiness.

Key outcomes expected:

• SLA/KPI targets are met or exceeded, with accurate reporting delivered on time.

• More tickets are resolved at L1/L2, reducing unnecessary engineering escalation.

• CSAT, ticket quality, and self-service adoption improve through coaching and process uplift.

• Knowledge base, runbooks, CMDB, and client onboarding processes remain accurate and go-live ready

The ideal candidate:

• Proven experience in Service Desk and Service Management roles within a managed services or technology environment.

• Exceptional communication, relationship-building, and problem-solving skills.

• Ability to work collaboratively across teams and functions to deliver exceptional outcomes for clients.

• A passion for continuous improvement and a client-first mindset.

• An understanding of Microsoft solutions, including Azure and Microsoft 365, is ideal.

• The ability to clearly communicate with both technical and non-technical stakeholders.

• Ability to provide leadership and guidance to other team members

• Strong customer focus with a capacity to implement innovative service improvements.

• Thorough understanding of service management and ServiceNow

• A resourceful, innovative, and proactive approach to problem solving.

• Proficient in analysing data to drive decision-making and improve service desk performance.

• Comprehensive understanding of ITIL frameworks, with ITIL certification

What’s in it for you?

• Be part of a team that leverages modern technologies to solve real problems and provides top level of customer satisfaction

• Work with a Microsoft Partner of the Year award winner with multiple specialisations

• Be supported by experienced peers and leaders that value technical expertise and encourages innovation, with clear career pathways and ongoing learning

• Enjoy a supportive workplace that promotes inclusion, flexibility, diversity, and celebrates differences.
• Take advantage of largely working from home in our remote/hybrid workplace and enjoy the flexibility to balance your life

• Thrive in a community with strong values #BeTrue #TeamUp #StandOut #ThinkAhead #FearLessAchieveMore

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