Technical Service Delivery Manager

Technical Service Delivery Manager

As a Technical Service Delivery Manager at Bechtle you will be responsible for ensuring the seamless delivery of IT services and solutions to our High-Profile Customers. You will act as the bridge between the Operation Centres technical teams and our customers, ensuring that services meet agreed-upon standards, timelines, and performance metrics. This role involves managing service-level agreements (SLAs), overseeing incident and problem resolution, coordinating change management, and driving continuous service improvement. With a strong focus on customer satisfaction, the Technical Service Delivery Manager will also build and maintain relationships with Bechtle's customers, ensuring their evolving technical and service needs are met while aligning service delivery with organizational goals.

Job Role Responsibilities (% of Time)

Service Delivery (30%)

• Ensure operational service targets and contractual obligations are consistently met, tracking issues through to resolution and escalating to senior support teams when necessary.
• Utilize ITSM systems to log, monitor, and resolve customer-facing issues, ensuring accurate documentation to support knowledge sharing and continuous improvement.
• Maintain strict adherence to ITIL service management principle
• Provide technical guidance to customers infrastructure and cloud-based services (e.g., Microsoft Azure, AWS), as needed.

Customer Relationship Management (20%)

• Coordinate and lead regular service review meetings and Ad hoc meetings with customers, acting as the primary point of contact for all service-related matters.
• Develop and maintain strong, trust-based relationships with customers by understanding their pain points, business objectives, and technical requirements.
• Serve as a key liaison between customers and internal technical escalation teams or thirdparty vendors, ensuring timely issue resolution and service continuity.

Data Analytics & Reporting (20%)

• Monitor, manage, and report on Service Level Agreements (SLAs), ensuring performance metrics are clearly communicated to clients.
• Create and maintain detailed service reports for customers, ensuring transparency and accountability

Problem-Solving and Process Improvement (15%)

• Proactively identify and resolve service-related issues by conducting thorough root cause analysis and implementing long-term solutions.
• Collaborate with cross-functional teams to streamline workflows and introduce process enhancements that improve service efficiency and responsiveness under pressure.

Strategic Collaboration and Business Growth (10%)

• Collaborate with Account Managers and Solutions teams to identify and pursue opportunities that expand Bechtle's service offerings and strengthen client relationships.

Continuous Service Improvement (5%)

• Proactively identify and recommend opportunities to enhance service delivery processes and improve the overall client experience.

Skills and Experience

• Experience in Service Delivery Management within an MSP
• A strong background in technical operations, infrastructure, and customer-facing service delivery.
• Proven experience in managing corporate clients with 500+ staff.
• Vendor agnostic network, Wan, Lan, SD-Wan & Wi-Fi, qualifications and or experience
• Microsoft stack qualifications and or experience
• Cloud (Azure, AWS), qualifications and or experience
• Infrastructure, qualifications and or experience Skills and Experience
• ITIL-qualified, ideally at least an intermediary level. Additional technical or service operation equivalent qualifications would be considered a plus.
• Experience working with Autotask (ITSM Tool) would be desirable

What we offer

• Hybrid Working (3 days in/2 days out) after successful probation period.
• Competitive Salary
• Location - , Northampton Bechtle Offices
• Culture - Social events, Supportive, Fun, Hard working. o Perks - Incentives (holidays, vouchers, lunches, spot prizes).
• Top of the range technology in office and for home working (laptops, screens, latest iPhone, etc)
• Subsidised health care/medical benefits
• Annual Leave - 25 days, increasing to 30 with time spent, plus Bank Holidays + optional 2 weeks unpaid.
• Progression Plan - training & mentor programme.

Reports to: Head of Service Delivery