Technical Services Manager

Location: Great Stukeley

Job Purpose

To support the business’s growth ambitions and meet the evolving needs of an expanding Technical Services team, this newly created role is pivotal in providing expert leadership and guidance. The Technical Services Manager is responsible for the strategic oversight, operational excellence, and continuous improvement of our renowned Technical Services function across both internal systems and customer-facing platforms. This role ensures that our industry-leading service standards are maintained and enhanced while leading, developing, and inspiring the Technical Services team to perform at their best, deliver exceptional service, and contribute to business growth.

The role involves working closely with customers, suppliers, garages, and various internal departments who manage supplier relationships, providing guidance and collaboration to handle complex interactions and maintain productive partnerships that are essential to daily service operations.

Key Responsibilities

Strategic Leadership

· Define and execute the Technical Services strategy to accelerate business outcomes.

· Be the senior technical voice, influencing executive decisions and ensuring trust across the business.

· Set the bar for excellence, driving accountability, continuous improvement, and customer- and supplier-centric delivery that protects and elevates our reputation

Service Ownership & Delivery

· Lead the delivery and operation of all technical services across the company from various geographic operational locations and various geographic central hubs for hybrid workers.

· Responsible for the management of a technical team operating across numerous customer platforms.

· Own service availability, performance, and reliability, consistently meeting or exceeding SLAs and KPIs.

· Guarantee availability, performance, and reliability, beating SLAs and KPIs.

· Set and enforce service management standards across the team

· In scenarios where absences or increased volumes require this; you should be prepared to work on the platform processing jobs to ensure continuity and support the team to meet KPIs

Customer, Supplier and Manufacturer Engagement

· Own end-to-end technical service delivery, ensuring a consistent, industry-leading customer experience.

· Guide teams through complex supplier and garage relationships, supporting NDMs to keep partnerships productive.

· Partner cross-functionally to deliver smooth onboarding, implementations, and ongoing customer support.

· Serve as the senior escalation point for critical customer, supplier, and strategic account issues.

Team Leadership and Development

· Lead and inspire a high-performing Technical Services team, driving engagement, innovation, and accountability.

· Build capability and future leaders through coaching, clear goals, and structured development.

· Responsible for workforce planning — recruitment, onboarding, succession, and role clarity.

· Champion the team internally, ensuring visibility, support, and growth.

· Define and maintain competency frameworks with regular periodic team member reviews, ensuring a cross-skilled team and a technically strong Tech Authorisation function across all platforms

· Regularly review performance and ensure resources are in place to meet current and forecasted demand deploying effective workload balancing across the teams to meet peak demands.

Operational Excellence

· Own service metrics and performance reporting, driving visibility and continuous improvement.

· Accelerate efficiency through automation and process optimisation.

· Ensure security, regulatory, and governance compliance across services.

· Ensure that cross training across all platforms and industry knowledge is up to date for the Technical Service team. Arrange internal and external training as and when required for staff who require additional knowledge to carry out their role.

Collaboration and Influence

· Work closely with the Operations Director to align priorities and delivery.

· Communicate complex technical and operational topics clearly to non-technical audiences.

· Represent Technical Services in internal and external forums and, where appropriate, with customers, suppliers, and…