Technical Practice Manager

Technical Practice Manager

Job Purpose
:
Lead the technical delivery of customer‑facing support and managed IT services across enterprise‑grade infrastructure, ensuring exceptional service quality, customer satisfaction and compliance with vendor collaboration programmes. You will manage Level 2+ engineering teams responsible for supporting and maintaining critical IT systems – including firewalls, storage, virtual machines and cloud platforms – while working closely with our services product team and technology vendors to design, develop and deploy innovative service offerings.

• Deliver exceptional technical support and managed services to external customers.
• Act as a senior escalation point for complex technical issues, ensuring swift and effective resolution.
• Build and maintain strong customer relationships, fostering trust and long‑term partnerships.
• Lead, mentor and develop Level 2+ technical engineers, promoting a culture of accountability, innovation and excellence.
• Conduct regular performance reviews and create tailored professional development plans.
• Align team objectives with customer needs and TD SYNNEX's strategic goals.
• Manage support for enterprise‑grade technologies including firewalls, storage systems, virtual machines and cloud infrastructure.
• Ensure systems are maintained to the highest standards of reliability and security.
• Maintain technical alignment with vendor collaborative programmes; ensure certification standards and performance metrics are met or exceeded.
• Leverage vendor partnerships to enhance service offerings and technical capabilities.
• Collaborate with the services product team and vendors to design and launch new support and managed services.
• Provide technical input to ensure operational feasibility and customer value.
• Lead the rollout of new services, ensuring engineering teams are trained and delivery standards are met.
• Monitor performance against SLAs and KPIs, driving continuous improvement.
• Implement best practices and SOPs to ensure consistent service quality.
• Identify and mitigate operational inefficiencies and risks.
• Work with leadership to shape service strategy and innovation; provide insights and recommendations to enhance customer experience and delivery models.

• Proven management experience leading technical teams in IT services or infrastructure support.
• Strong technical background in enterprise IT systems (firewalls, storage, virtualization, cloud platforms).
• Excellent time management and prioritisation skills.
• Strong communication and interpersonal skills, with the ability to influence at all levels.
• Experience with Power BI and Excel for data analysis and reporting.
• High attention to detail and accuracy.
• Customer‑focused mindset with a track record of delivering service excellence.

• Knowledge of TD SYNNEX's product and technology portfolio.
• IT industry knowledge – channel, vendors, programmes and competitive landscape.
• Commercial/product experience in a technology business (distribution or vendor experience advantageous).

• Global reach, local impact – work with leading technology brands and customers worldwide.
• Career growth – access to training, certifications and leadership development programmes.
• Innovative environment – be part of a team shaping the future of IT services.
• Inclusive culture – we value diversity, collaboration and respect.

• Elective Benefits: programs tailored to your country to best accommodate your lifestyle.
• Career development – formal leadership and professional development courses.
• Well‑being support – financial, physical and mental well‑being seminars, events and the global Life Empowerment Assistance Program.
• Diversity, Equity & Inclusion initiatives – inclusive education, peer‑to‑peer conversations and equitable growth opportunities.
• Global organization benefits – network with new co‑workers in onboarding program.
• Community connection – internal peer‑led communities, local volunteering, environmental and social initiatives.

Seniority level:
Mid‑Senior level

Employment type:

Full‑time

Job function:
Engineering and Information Technology;
Industries: IT Services and IT Consulting

Don't meet every single requirement? Apply anyway. At TD SYNNEX, we're proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you're excited about working for our company and believe you're a good fit for this role, we encourage you to apply. You may be exactly the person we're looking for!