Senior Service Delivery Engineer - Managed Services

Roc Technologies; Thatcham; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A Managed Services provider is seeking a skilled Service Delivery Engineer to ensure service performance and reliability in customer environments. The role requires deep technical knowledge and the ability to manage complex incidents while collaborating closely with both customers and internal teams. Ideal candidates should have at least 3-5 years of experience in a Managed Services environment, expertise in networking technologies, and a strong customer-facing presence. This position promises to enhance your career in IT service management.

Qualifications

• Minimum 3-5 years experience in a Managed Services environment.
• Strong expertise in networking technologies.
• Experience in managing complex incidents and changes.

Responsibilities

• Monitor and optimise customer platforms for performance.
• Act as a technical escalation point for incidents.
• Collaborate with teams for continuous service improvement.

Skills

3rd Line / Infrastructure experience

Networking technologies expertise (Juniper, Aruba, Cisco)

Experience with ITSM tools (e.g. ServiceNow)

Confident working directly with customers

Tools

Cisco (switching, routing, wireless)

Fortinet Firewalls

ESX / virtualisation technologies

Job description

Service Delivery Consultant

We are looking for a highly skilled and motivated Service Delivery Engineer to join our Managed Services team. This is a pivotal role responsible for ensuring the smooth, reliable delivery of IT services and infrastructure to our customers.

You will combine strong technical expertise with proactive service management and excellent client communication to consistently meet and exceed service-level agreements (SLAs). Acting as a senior technical escalation point, you’ll play a key role in maintaining service quality, driving continuous improvement, and building trusted customer relationships.

Responsibilities:

• Leading proactive support, technical delivery, and ongoing management of Managed Services
• Monitoring customer platforms to identify and resolve availability, capacity, and performance issues
• Acting as the final technical escalation point for complex incidents and problem management
• Supporting the design, planning, and implementation of Managed Services solutions
• Collaborating with Account Managers and Sales teams to scope and transition new opportunities
• Managing technical change, ensuring proper logging, monitoring, and compliance
• Maintaining accurate technical documentation, including processes and diagrams
• Supporting service transitions for new customers, including connectivity, monitoring, and management setup
• Working closely with Project Managers, Consultants, and customer stakeholders to ensure seamless delivery
• Driving continuous service improvement and providing proactive technical guidance

Essential Skills & Experience

• Strong technical background with hands-on experience in:
  • Networking technologies (Juniper, Cisco, Aruba)
  • Routing, switching, and wireless technologies
  • Firewalls (Fortinet, Cisco, Palo Alto, Check Point)
  • VLAN configuration and network routing
  • DNS, DHCP, and certificate services
  • Network Access Control (Cisco ISE / Aruba ClearPass)
  • VMware ESX hosting
  • ITSM tools (e.g. ServiceNow)
• Experience working in a Managed Services environment
• 3–5 years in a 3rd Line Infrastructure (or similar) role
• Proven experience working with senior stakeholders and customers

Desirable

• Cisco CCNP (or equivalent)
• Knowledge of Cyber Essentials / ISO 27001
• Experience with Infoblox DDI
• ITIL v4 Foundation
• Experience managing Major Incidents, Change, and Problem processes
• Security clearance (BPSS or SC)