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.

• 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 the organisation’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 collaboration 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, virtualisation, 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 the organisation’s product and technology portfolio.
• IT industry knowledge – channel, vendors, programmes, and competitive landscape.
• Commercial or 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 – diversity, collaboration, and respect are valued.
• Elective benefits tailored to your country to best accommodate your lifestyle.
• Well‑being programmes – financial, physical, and mental health support.
• Diversity, equity, and inclusion initiatives to foster a supportive community.
• Networking opportunities – connect with peers and participate in community events.

Don’t meet every single requirement? Apply anyway. We encourage you to apply if you are excited about working with our company and believe you are a good fit for this role.