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 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.
• Champion best practices across the service delivery function, driving service excellence and operational efficiency.
• Ensure all service delivery processes and procedures are consistently followed and continuously improved.
• 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.
• 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 third-party 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
• Deliver proactive reporting on licensing, capacity, and availability planning to support strategic decision-making.
• Ensure all client documentation is accurate and up to date with our document management tool suite

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.
• 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.
• Demonstrate adaptability to evolving technologies and operational environments, maintaining a strong focus on innovation, continuous improvement, and operational excellence.

Continuous Service Improvement (5%)

• Proactively identify and recommend opportunities to enhance service delivery processes and improve the overall client experience.
• Collaborate closely with the Head of Service Delivery and fellow Service Delivery Managers to design, share, and implement best practices for client support and operational excellence.
• Actively participate in training, workshops, and development programs to continuously build expertise in service delivery, customer relationship management, and industry trends.

Skills and Experience

Skills and Experience Essential

• 5+ years of combined experience in Service Delivery Management within an MSP, with a strong background in technical operations, infrastructure, and customer-facing service delivery.
• 2+ years in a managerial position.
• Proven ability to manage complex IT environments while leading service delivery functions,
• Strong communication and interpersonal skills, with the ability to interact professionally with clients and internal stakeholders
• Strong passion for customer excellence
• Self-motivated and ambitious with a positive attitude.
• Methodical problem-solving skills
• Excellent organizational and time management skills, with the ability to prioritize tasks and manage multiple priorities effectively
• Ability to work within a fast-paced environment, within a team or an individual
• Ability to build strong rapport with delivery partners
• 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 Desirable

• 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)
• Customer excellence training or qualifications
• Transition Management
• Project Management

What we offer

• Hybrid Working (3 days in/2 days out) after successful probation period.
• Competitive Salary
• 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
• 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