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Technical Service Delivery Manager

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Bechtle UK .As a Technical Service Delivery Manager at Bechtle you will be responsible for ensuring the seamless delivery of IT services and solutions to our high-profile customers. You will act as the bridge between the Operation Centres technical teams and our customers, ensuring that services meet agreed-upon standards, timelines, and performance metrics. This role involves managing service-level agreements (SLAs), overseeing incident and problem resolution, coordinating change management, and driving continuous service improvement. A strong focus on customer satisfaction is essential, as you will build and maintain relationships with Bechtle’s customers, ensuring their evolving technical and service needs are met while aligning service delivery with organizational goals.Responsibilities

Service Delivery (30%): Ensure operational service targets and contractual obligations are consistently met, track issues through to resolution, and escalate to senior support teams when necessary. Utilize ITSM systems to log, monitor, and resolve customer-facing issues with accurate documentation to support knowledge sharing and continuous improvement. Maintain adherence to ITIL service management principles (Incident, Problem, Change Management, Continual Service Improvement). Provide technical guidance to customers’ infrastructure and cloud-based services (e.g., Microsoft Azure, AWS) as needed, collaborating with Operations Centre technical teams on escalations. Champion best practices across the service delivery function and ensure all service delivery processes are followed and continuously improved. Provide hands-on management support across Bechtle’s technology stack (Microsoft Windows, Active Directory, O365, Networking and cloud infrastructure).Customer Relationship Management (20%): Coordinate and lead regular service review meetings and ad hoc meetings with customers, acting as the primary point of contact for all service-related matters. Develop and maintain strong, trust-based relationships by understanding customer pain points, objectives, and technical requirements. Serve as a key liaison between customers and internal escalation teams or third-party vendors, ensuring timely issue resolution and service continuity. Proactively identify and escalate risks and implement mitigation strategies to minimize disruption while maintaining a customer-centric approach.Data Analytics and Reporting (20%): Monitor, manage, and report on SLAs, ensuring performance metrics are clearly communicated to clients. Create and maintain detailed service reports, ensuring transparency and accountability. Deliver proactive reporting on licensing, capacity, and availability planning to support strategic decision-making. Ensure all client documentation is accurate and up to date with our document management tool suite.Strategic Collaboration and Business Growth (10%): Collaborate with Account Managers and Solutions teams to identify and pursue opportunities that expand Bechtle’s service offerings and strengthen client relationships. Contribute to IT Strategy Reviews and the development of Technology Roadmaps, ensuring alignment with industry trends and customer needs. Mentor and support the Service Delivery Hub and fellow Service Delivery Managers on a technical level, fostering collaboration and professional development, and work with the wider Operations Centre team to deliver exceptional customer experiences.Problem-Solving and Process Improvement (15%): Proactively identify and resolve service-related issues through root cause analysis and long-term solutions. Collaborate with cross-functional teams to streamline workflows and introduce process enhancements that improve efficiency and responsiveness. Maintain adaptability to evolving technologies and operational environments, focusing on innovation and operational excellence.Continuous Service Improvement (5%): Identify and recommend opportunities to enhance service delivery processes and the overall client experience. Work with the Head of Service Delivery and fellow Service Delivery Managers to design, share, and implement best practices for client support and operational excellence. Participate in training and development activities to build expertise in service delivery and industry trends.Seniority level

Mid-Senior levelEmployment type

Full-timeJob function

Information TechnologyIndustries

IT Services and IT Consulting

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