Service Delivery Manager

As Service Delivery Manager at Dr Logic, you will lead our L1 and L2 support and project engineers and own the day-to-day delivery of our managed services and client projects.

This role exists to help us scale. As we take on more clients and more projects, you will bring clear ownership to how our services and projects are run, so that every client gets fast, reliable and friendly support, we meet our SLAs, and the team has the structure, support and development it needs to grow with us.

You will also own project delivery, from new client onboardings and offboardings to migrations, device rollouts and upgrades. You will plan and schedule the work, delegate it across the team, manage suppliers and keep clients informed from kick-off through to handover into support.

You will report to the MSP Manager and work alongside the Tech Lead, who owns how we deliver (our technical stack, standards, solution design and L3 escalation) and the Account Manager, who owns the client relationship and renewals. You will own when we deliver: scheduling, workload and getting things done on time.

This is a permanent, full-time, hybrid role based in London, with three to four days a week spent in our office or at client sites. Working hours are 9am to 6pm, Monday to Friday.

About Dr Logic

Dr Logic is a proactive Managed Service Provider specialising in Apple-first IT for small and medium-sized businesses. Roman founded the company in 2003, and we are an Apple Premium Technical Partner. We also partner with Microsoft, JumpCloud, Jamf and Addigy, among others, and support all-Apple and mixed Apple/Windows environments. Our clients include ambitious teams in creative industries, financial services and beyond. We hold ISO 27001 and Cyber Essentials Plus certification.

Our team of 35+ people is highly qualified, and many of our engineers are former Apple Geniuses. Our purpose is simple: there's always a way, and we find it.

Duties & responsibilities

Service delivery

• Lead the day-to-day running of the service desk, managing the triage, L1 and L2 queues so tickets are prioritised, assigned and resolved promptly.
• Own SLA performance, monitoring ticket volumes, response and resolution times, ageing tickets and breaches, and acting quickly when things slip.
• Manage incidents, requests, changes and problems using ITIL good practice, escalating complex technical issues and P1 incidents to the Tech Lead.
• Spot recurring issues and trends, and work with the Tech Lead to fix root causes rather than symptoms.
• Help resolve tickets yourself when the queue is under pressure.
  
  

Project management

• Manage client projects end to end, including new client onboardings and offboardings, migrations, device rollouts and upgrades.
• Plan each project with clear scope, milestones, resources and timelines, agreeing the technical approach with the Tech Lead.
• Delegate project work to the L2 and project engineers, track progress and remove blockers.
• Manage suppliers, distributors and third-party providers involved in project delivery.
• Keep clients and the Account Manager informed on progress, risks and changes, and manage a clean handover into business-as-usual support.
• Review completed projects and use what you learn to improve the next one.
  
  

Scheduling & capacity

• Own the team's schedule, balancing support queues, projects, on-site visits and leave.
• Agree scope, effort and timelines with the Account Manager and Tech Lead before work is quoted, so that what we sell is achievable.
• Coordinate regular and ad hoc on-site client visits, making sure we fulfil our contractual on-site support commitments to every client.
• Take handovers of sold projects and new client onboardings from the Account Manager and schedule them realistically.
• Forecast capacity and raise resourcing needs with the MSP Manager early.
  
  

Team leadership

• Lead, coach and motivate the L1 and L2 support and project engineers, making sure we live the Dr Logic values every day.
• Hold regular 1:1s and set clear objectives for each team member.
• Run Quarterly Conversations with each team member, following our EOS approach: an open, two-way review of how they are living our values, how their role is going and progress on their quarterly priorities, agreeing what comes next.
• Support each engineer's growth with training plans, certifications and clear career paths.
• Lead recruitment, onboarding and training for new team members.
• Run daily stand-ups and regular team meetings.
• Handle day-to-day people matters such as leave and absence, and address performance issues fairly and promptly.
  
  

Client service & reviews

• Prepare service performance data for Monthly Service Reviews, and join the meetings alongside the Account Manager when needed.
• Act as the escalation point for clients on service and project delivery.
• Visit clients on-site when projects or service issues call for it.
• Share service insights and client feedback with the Account Manager, Tech Lead and MSP Manager so we keep improving.
  
  

Process, documentation & reporting

• Own and improve our service desk and project processes, including onboarding and offboarding checklists.
• Make sure the team keeps documentation accurate and up to date in the relevant systems, working with the Tech Lead, who owns the knowledge base.
• Report on SLAs, ticket trends, project progress and team performance to the MSP Manager.
• Test new internal tools and processes before rolling them out to the team.
• Use AI tools to analyse data, prepare reports and find better ways of working.
  
  

Essential skills & experience

• Proven experience leading and developing a technical support team, including 1:1s and performance management.
• Experience running day-to-day IT service delivery against SLAs, ideally in a Managed Service Provider or multi-client environment.
• A track record of managing IT projects end to end, such as client onboardings, migrations or device rollouts, including working with suppliers.
• Good working knowledge of ITIL practices: incident, request, change and problem management.
• Experience with ITSM or PSA tools (e.g. ServiceNow, Autotask, ConnectWise).
• Strong planning and scheduling skills, with the ability to balance support and project work across a team.
• A solid technical grounding in Apple devices, Microsoft 365, Google Workspace, networking and cloud services, enough to understand issues and sense-check estimates.
• A data-driven approach to reporting on and improving service performance.
• Clear, confident communication with clients, engineers and senior stakeholders.
• Comfortable using AI tools in everyday work.
  
  

Desirable experience

• Previous experience within a Managed Service Provider (MSP).
• Hands-on IT support experience, particularly with macOS and iOS.
• Experience with MDM and identity platforms such as Addigy or JumpCloud.
• Experience with project management or resource planning tools.
• Experience supporting clients across the UK and US.
• Familiarity with compliance frameworks such as ISO 27001 and Cyber Essentials.
  
  

Certifications we value

• ITIL 4 Foundation
• PRINCE2 or AgilePM
• Professional Scrum Master or Certified ScrumMaster
• Apple Certified Support Professional
• Microsoft 365 Fundamentals
• CompTIA A+ or Network+
  
  

These certifications are desirable, not essential. If you have strong relevant experience and a commitment to growth, we'd still love to hear from you. Equivalent certifications are equally respected.

Personal qualities

• Calm and organised under pressure, keeping the team focused when the queue is busy.
• Switches context quickly and comfortably between support issues, projects and people, without losing track of the detail.
• Takes ownership of delivery and follows through on every commitment.
• Plans ahead, spotting clashes, risks and resourcing gaps before they become problems.
• Leads by example and builds a team people want to be part of.
• Fair and direct, giving honest feedback with care.
• Curious about better ways of working, always asking how we could deliver more smoothly.
• Communicates clearly and confidently with technical and non-technical people alike.