Service Delivery Engineer

About the Role

MWI Animal Health provides technology solutions that help veterinary practices run better — so vets spend less time battling their systems and more time caring for animals.

We're looking for a Service Delivery Engineer who takes ownership, drives successful customer outcomes, and becomes a trusted technical partner to our customers.

You'll play a key role in delivering and enhancing services, ensuring customers receive maximum value from our technology solutions. Working across onboarding, service provisioning, customer engagements, and service improvement initiatives, you'll help ensure the service delivered consistently exceeds expectations.

This is a remote role with regular travel to our site in Stoke-on-Trent and customer visits across the UK as required.

Delivering Exceptional Customer Outcomes

You'll be the primary technical contact for our customers ensuring services are delivered efficiently, service commitments are met, and customers gain maximum value from our solutions. You'll build strong customer relationships and proactively identify opportunities to improve the customer experience.

Provisioning and Enhancing Technology Services

You'll configure and provision cloud-based services, manage integrated platform solutions, and support the delivery of new functionality across customer environments.

Working closely with Technical Support, Operations, and Project teams, you'll ensure services are implemented effectively and remain fit for purpose as customer needs evolve.

Managing Service Issues and Escalations

You'll take ownership of hardware and network related service requests and escalations, coordinating with customers, support teams, and third-party suppliers to ensure issues are resolved efficiently and with minimal disruption. By managing priorities, maintaining service levels, and communicating proactively with customers, you'll help ensure a consistently high-quality service experience.

Getting Hands-On When It Counts

Around 10% of your time may be spent on-site supporting customer onboardings, attending Go-Live activities, completing installations, or resolving issues that require a physical presence.

What We're Looking For

• Experience in IT support, service delivery, or a technical support role
• Strong troubleshooting skills and a problem-solving mindset
• Clear communicator with a customer-focused approach
• Able to manage and prioritise a varied workload & projects independently
• Full UK driving licence and willingness to travel

Beneficial but Not Essential

• Networking knowledge (TCP/IP, LAN/WAN)
• Exposure to Azure or cloud platforms
• Experience with API integrations or third-party systems
• Familiarity with ticketing or service management tools

What's on Offer

• £32,000 salary
• Car allowance
• Discretionary performance bonus
• Company pension scheme
• Remote-first working