Technical Services Manager

About The Role

We are actively building diverse teams and welcome applications from everyone.

Role:
Technical Services Manager

Location:

Remote (SCC operate hybrid working, which comprises of a mix of office and home working)

Contract Type:
Permanent

Salary Package:

£55,000 to £60,000 plus lar ge company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year

Hours:

9.00 am – 5.30 pm Monday – Friday

Interview Process: 2-stage process

• An inclusive workplace
• Excellent package: solid basic and company benefits
• Hybrid working & core hours in line with role requirements
• Career development and life-long learning opportunities
• Opportunity to join Europe's largest privately-owned IT Company

Customer Leadership & Engagement

• Act as the primary technical interface at executive and senior stakeholder level
• Build trusted relationships with customers, influencing strategic direction, investment decisions, and service evolution
• Represent the customer’s technical priorities internally, acting as the senior technical voice of the customer
• Lead Quarterly Business Reviews (QBRs) and present roadmap, risk, service improvement and governance updates
• Translate complex technical issues into clear business impact narratives

Technical Strategy & Service Improvement

• Own and deliver a Technical Service Improvement Plan (TSIP) aligned to customer outcomes
• Develop and maintain a multi-year technical roadmap, including lifecycle management, optimisation and innovation opportunities
• Identify optimisation opportunities across infrastructure, applications and services
• Facilitate structured technology workshops to support roadmap development and informed decision-making
• Support customer planning cycles with technical insight on lifecycle, risk, cost and future service requirements

Risk, Governance & Assurance

• Maintain and govern a Technical Risk Register, ensuring proactive identification and mitigation of service risks
• Act as technical authority within Change Advisory Boards (CAB) and governance forums
• Validate technical changes to ensure they are fit for purpose, operationally supportable, and aligned to business outcomes
• Ensure operational delivery aligns with best practice, compliance standards and security requirements
• Where contracted, provide technical oversight of service continuity and disaster recovery

Incident, Problem & Change Leadership

• Provide technical leadership during major incidents and act as the senior escalation point
• Coordinate effectively across technical teams, service teams, account teams and third parties to drive rapid resolution
• Lead root cause analysis (RCA) and drive permanent corrective actions
• Assure the quality, risk and readiness of all technical changes impacting customer environments

Operational & Delivery Assurance

• Bridge the gap between delivery teams and customer stakeholders, ensuring clarity, alignment and accountability
• Provide oversight of BAU services, ensuring operational consistency and service quality
• Support projects and small works to ensure alignment with architecture, service design and operational readiness
• Maintain a Technical Playbook (or equivalent) to support BAU teams, operational consistency and service knowledge
• Share customer-specific technical context, priorities and risks to enable more effective delivery across teams

Security & Compliance

• Provide technical consultancy to ensure alignment with cybersecurity and compliance frameworks
• Support customers with accreditation requirements (e.g. ISO, Cyber Essentials)
• Embed security considerations into service governance, operational processes and change activities

Customer & Leadership Capability

• Proven experience in a customer-facing technical leadership role
• Strong ability to engage and influence at C-suite and senior stakeholder level
• Exceptional communication skills, with the ability to translate complex technical issues into clear business value
• Experience managing enterprise-level customer relationships and service governance
• Strong capability to operate across matrix and multi-supplier delivery environments
• Commercial awareness with ability to identify growth, optimisation and value…