Technical Service Manager

About You.

• Passionate about delivering exceptional customer experiences and building long-term trusted relationships.
• A confident communicator who can engage with technical teams through to executive stakeholders.
• Naturally proactive, identifying opportunities before they become problems.
• Comfortable managing multiple customers, projects and priorities simultaneously.
• Calm under pressure and experienced managing critical incidents and escalations.
• Collaborative and able to build strong relationships across technical and commercial teams.
• Curious about technology and committed to continuous learning and professional development.
• Commercially aware with the ability to identify service improvement and growth opportunities.
• Highly organised with excellent planning, prioritisation and follow-through.

Required Skills.

• Experience delivering technical service management or service delivery within telecommunications, managed services or enterprise IT.
• Strong understanding of enterprise networking, voice, data, cloud and managed infrastructure environments.
• Experience leading technical implementations, customer handovers and service transitions.
• Proven ability to manage customer escalations through to successful resolution.
• Experience conducting technical reviews, service audits and recommending continuous improvements.
• Strong knowledge of service delivery frameworks and Service Level Agreements (SLAs).
• Ability to interpret technical issues and communicate solutions clearly to both technical and non-technical stakeholders.
• Excellent written and verbal communication skills, including customer presentations and reporting.
• Strong stakeholder management with the ability to influence outcomes across multiple teams.
• ITIL certification, CCNA/CCNP or equivalent technical qualifications will be highly regarded.