Technical Service Delivery Manager
5 days ago
Northampton
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. 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 principles, including Incident, Problem, Change Management, and Continual Service Improvement., • Provide technical guidance to customers infrastructure and cloud-based services (e.g., Microsoft Azure, AWS), as needed, collaborating with Operations Centre technical teams on escalations to ensure seamless and effective service delivery., • Provide hands-on management support across Bechtle’s broad technology stack, including Microsoft Windows, Active Directory, O365, Networking and cloud infrastructure, ensuring responsive and knowledgeable service. 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., • Serve as a key liaison between customers and internal technical escalation teams or thirdparty vendors, ensuring timely issue resolution and service continuity., • Proactively identify and escalate risks, implementing mitigation strategies to minimize disruption and maintain a customer-centric approach. 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 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., • Contribute to IT Strategy Reviews and the development of Technology Roadmaps, ensuring alignment with emerging industry trends and evolving customer needs., • Mentor and support the Service Delivery Hub and fellow Service Delivery Managers on a technical level, fostering a culture of collaboration and professional development operational impact and maintaining service continuity. o Collaborate with the wider Operations Centre team to deliver exceptional customer experiences. 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. Continuous Service Improvement (5%) Essential Skills/Experience • 5+ years of combined 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, • ITIL-qualified, ideally at least an intermediary level., • Experience working with Autotask (ITSM Tool) What We Offer • Hybrid Working (3 days in/2 days out), • Location – Manchester, Chippenham, Northampton, London Bechtle Offices, • Culture – Social events, Supportive, Fun, Hard working., • 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