IT Service Delivery Lead (clone)

Company overview

The HBP Group is the number one choice for many businesses across the UK looking for reliable, award-winning business technology. Providing a range of services including local IT Support, Accounts software and EPOS solutions. We offer our customers a range of the best market leading products and services to streamline complex business processes and increase efficiency. We have 5 offices including our head office in Scunthorpe, an office in Hull, another office in Peterborough and a further one in both Hampshire and Cornwall.

There will be requirements to travel to customer sites across the UK, Europe, and occasionally worldwide, depending on project and operational needs.

35 hours per week (Mon - Fri)

Travel & Vehicle Benefits
During the 6 month probationary period, business mileage will be reimbursed in line with HMRC Approved Mileage Allowance Payments up to 45p per mile. Following successful completion of probation, you will be provided with either a company vehicle or car allowance, depending on role requirements.

The Role

As an IT Service Lead Engineer, you will act as the senior technical authority and primary onsite contact for a key customer, operating in practice as their internal IT Manager.

You will take ownership of the security, stability, and continual improvement of their IT environment, ensuring it remains robust, compliant, and commercially aligned. This is a highly customer facing role where you will attend strategy and board level meetings, influence technology direction, and provide strong boots on the ground leadership across UK and European sites.

While supported by an internal service desk and wider pod structure, you retain ownership of SLA performance, key escalations, proactive risk management, and overall customer satisfaction.

This role balances technical excellence with leadership, accountability, and commercial awareness.

Who You Are

You’re not just a senior engineer.
You’re someone people rely on when it matters.

Technically strong, but more importantly accountable. You take ownership of the whole environment, not just the tickets in front of you. You anticipate risks, make informed decisions, and bring calm leadership when situations escalate.

You think beyond reactive support.
You spot patterns early.
You care about stability, security, and long term scalability.

You’re comfortable engaging with senior stakeholders and explaining complex technical concepts in a clear, practical way. You balance security, usability, and commercial reality, and you are confident pushing back professionally when something is not achievable.

You enjoy being visible, building trust, and acting as a true technical lead rather than working behind the scenes.

You understand that great IT is not just about uptime. It is about confidence, control, and continual improvement.

What You Will Work On

• Act as the primary onsite technical lead and trusted advisor across UK and European sites.

• Lead delivery of customer initiatives including new site openings, site moves, infrastructure upgrades, and service improvements.
• Conduct IT site surveys and proactively identify risks for relocations or new environments.
• Ensure all change is secure, supportable, and aligned to operational requirements.
• Collaborate with project management to ensure structured, predictable delivery.
• Push back constructively on unachievable deliverables, resetting expectations where required.

• Drive technical standards and solution design for the customer environment.
• Ensure alignment with Microsoft and security best practice.
• Provide architectural input and technical scoping for projects and improvements.
• Influence senior stakeholders on long term technology direction.
• Identify opportunities for simplification, efficiency, and service enhancement.

• Own SLA performance for the customer.
• Act as the escalation point for critical issues.
• Ensure smooth ticket ownership between onsite, helpdesk, and escalation teams.
• Maintain operational stability while preventing reactive firefighting.
• Provide regular updates to customer leadership and internal management on service health and risk.

• Ensure tenant and infrastructure security remains robust and compliant.

• Maintain and improve security score and posture.

• Ensure SOC and NOC platforms operate effectively.

• Support SIEM monitoring and proactive threat visibility.

• Proactively manage cyber, operational, and infrastructure risks.

• Support regulated site access standards and security compliance.

• Maintain accurate and up to date documentation.
• Produce high quality project plans, risk assessments, downtime planning, and dependency mapping.
• Ensure documentation is auditable, usable, and aligned to internal QA standards.
• Support both internal and customer facing reporting.

• Provide onsite user coaching and guidance where required.
• Identify recurring issues and improvement opportunities.
• Drive standardisation and time saving initiatives.
• Support internal knowledge sharing and continuous improvement.

Main Tasks

• Lead delivery of multi site projects including VPN connected environments and large user bases.

• Collaborate with internal teams to ensure structured and predictable delivery.

• Conduct IT site surveys and proactively identify risks.

• Provide regular updates on delivery, service stability, and risk.

• Influence senior stakeholders including customer leadership teams.

• Maintain high quality documentation across all projects and changes.

• Drive service improvements and long term technical stability.

Measurable Outcomes

• SLA performance consistently owned and achieved for the customer.

• Improved stability and security of the customer environment.

• Successful delivery of new sites, relocations, and infrastructure upgrades.

• High customer satisfaction and positive stakeholder feedback.

• Clear evidence of proactive risk management and security improvement.

Qualifications & Certifications

• Right to Work in the UK

• Full UK Driving License

• Willingness and ability to travel across the UK and Europe

• Regular attendance at Heathrow customer site

Subject to security and pre employment checks including DBS, Counter Terrorism Check CTC, and site specific security clearance requirements.

• Microsoft 365 Certified Endpoint Administrator Associate MD 102

• Microsoft Cybersecurity Architect SC 100

• Cisco Meraki Certification

Nice to Have

Azure Administrator Associate AZ 104

Experience & Skills

• Minimum 5 years within the IT industry.

• Minimum 2 years in a similar senior or lead role.

• Experience as a senior engineer, consultant, or internal IT Manager.

• Proven track record in solution design and technical ownership.

• Experience within an MSP or equivalent high accountability service organisation.

Technical Expertise

• Strong Microsoft 365 expertise across the stack.

• Windows Server.

• Azure architecture and cloud delivery.

• Identity and Access Management including Entra ID, MFA, and Conditional Access.

• Security including firewalls, endpoint protection, Backup and Disaster Recovery, SOC and NOC platforms, SIEM platforms.

• Networking including VPN design, ZTNA concepts, VLANs, and High Availability understanding.

Professional Capability

• Strong business and commercial awareness.

• High documentation standards.

• Clear communication skills.

• Escalation ownership and calm leadership.

• Strong implementation discipline.

Why work for us?

Here at the HBP Group we are passionate about our business and our customers, and believe our people are our most valuable asset. Driven by our commitment to creating a great place to work for all our staff, we are always looking for ways to improve our employee experience.

Accredited to The Living Wage Foundation, we are a Real Living Wage Employer and this year we were awarded Best Companies "Outstanding" accreditation. However, we’re not going to stop there and are focused on achieving 3 Star “World Class employer to work for” accreditation in the future.

That’s why it’s a great time to join The HBP Group… As we continue our successful journey with exciting and achievable growth plans, we want to focus not only on our overall commercial objectives but creating a great working environment for our staff to thrive.

So, on top of the normal benefits, we think some of the amazing reasons to join us are:

• 28 days of holiday, plus bank holidays = 36 days holiday total! – Prorated for part time employees.
• Option to sell back holiday*
• Salary Sacrifice Pension Scheme*
• A pro-active team of staff and this includes a Mid-Year and Year End Appreciation Party. We also have a number of themed office days including for Pancake day and also to support our chosen charities.
• A friendly inclusive environment across the whole office – we really are a great bunch!
• Enhanced Maternity Pay *
• Enhanced Paternity Pay *
• Enhanced Bereavement Leave, with our “Time to say goodbye leave”
• Free lunches
• Casual business dress code (with option to choose from our free workwear wardrobe selection)
• Christmas Thank You Bonus *
• Support and guidance from your very first day!
• Tailored Training Plans to support success in your role.
• Personal Development Plans to support career advancement.
• On-site parking
• Company Sick Pay *
• Wellness activities
• Salary Sacrifice Electric Car Scheme*
• Salary Sacrifice Bike to Work Scheme*
• Salary Sacrifice Child Care Vouchers

* Length of service / eligibility criteria

Salary to be discussed during the process.

Closing Date: 27th March 2026

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.

Due to the high number of applications, we thank all applicants for their interest; however, only those selected for an interview will be contacted.