Technical Service Delivery Manager

NECSWS; Bracknell; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading technology company in Bracknell seeks a Technical Service Delivery Manager to oversee and enhance the delivery of technical services. The role requires strong leadership skills, experience in managing high-performing teams, and the ability to build client relationships. With a hybrid working model, you will work closely with teams and clients to ensure service quality and performance improvement.

Benefits

Private Medical Cover

25 days paid holiday

4 x basic salary life assurance

Group Pension Plan

Flexible benefits

Free access to LinkedIn Learning

Qualifications

• 10+ years of experience in technical services management with a proven track record.
• Strong technical background in relevant technologies.
• Exceptional verbal and written communication skills.

Responsibilities

• Manage the DBA services team, providing guidance and support.
• Collaborate with cross-functional teams to resolve technical issues.
• Monitor service delivery metrics and enhance performance.

Skills

Technical services management

Client relationship management

Communication skills

Leadership

Problem-solving

Tools

Oracle

SQL Server

Postgres

Microsoft Azure

Amazon Web Services

Job description

Overview

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Company Description

Come join us and make a difference in the world!

Description: NEC Software Solutions (NEC) – www.necsws.com

NO AGENCIES PLEASE

Job Description

As the Technical Service Delivery Manager, you will manage the delivery of the database and applications management programme of work, operating the request for application upgrades and patching process, and performing resource management and allocation. Interacting with the programme and project management, and service management practices within the wider business will be essential to delivery business and customer needs. The role will involve line management responsibilities for technical team members. Communication and collaboration are paramount to this role, the Technical Service Delivery Manager will be working closely with internal and external stakeholders on a continuous basis, understanding their needs, and supporting the delivery of the service. You will own the delivery of our technical services for our Cloud and hosted customers within our Data Centre and on our various third-party Cloud offerings (CAA). Working with the technical project management team you will be responsible for taking new customers from their on-premises solutions into NEC Cloud. You will own and develop the DBA services team training and development plan ensuring that the team has the required blend of skills to meet the evolving needs of the business, whilst supporting the individual team members needs and career aspirations. The successful candidate will report to the Technical Operations Director and join a diverse technology team. The role is hybrid office/home based with an expectation that travel to NEC offices and customer locations will be required on an ad-hoc basis.

Responsibilities

• Assist in managing the DBA services team, providing guidance and support to team members in delivering excellent customer service.
• Collaborate with cross-functional teams to identify and resolve technical issues effectively.
• Monitor service delivery metrics and contribute to the development of strategies for enhancing service performance.
• Participate in the training and onboarding of new team members, ensuring they are equipped with the necessary skills and knowledge.
• Act as an escalation point for complex technical issues, leveraging your expertise to facilitate resolution.
• Engage with clients to gather feedback on service quality and identify areas for improvement.
• Lead and mentor a team of technical service professionals, providing guidance and support to achieve high performance and career development.
• Develop and implement strategic plans for technical service delivery, ensuring alignment with business goals and customer expectations.
• Oversee the management of complex technical projects, ensuring timely delivery, adherence to quality standards, and effective stakeholder communication.
• Foster strong relationships with clients, understanding their technical needs and delivering tailored solutions to drive satisfaction and retention.
• Analyze service performance metrics and implement improvements to optimize operational efficiency and effectiveness.
• Collaborate with product and engineering teams to provide feedback on customer needs and influence product development.

Experience

Essential

• 10+ years of experience in technical services management or related fields, with a proven track record of leading high-performing teams.
• Strong technical background in relevant technologies and services, with the ability to understand complex technical concepts.
• Proven ability to build and maintain strong client relationships, with a focus on delivering exceptional service.
• Exceptional verbal and written communication skills, with the ability to engage effectively with diverse audiences.
• Strong leadership and interpersonal skills, fostering a collaborative and inclusive team environment.
• Ability to navigate and thrive in a fast-paced, dynamic environment.
• Proactive problem-solving skills with a focus on continuous improvement.

Desirable

• Strong analytical skills with experience using data to drive decisions and improvements.
• Experience of Automation and Monitoring technologies.
• Knowledge of core NEC technologies:
• Databases: Oracle, SQL Server and Postgres
• Public Cloud Platforms: Oracle OCI, Microsoft Azure, Amazon Web Services.

Other Information

Candidates must be able to demonstrate a pre-existing right to work and travel within the EU. Documentary evidence will be required.

All offers are subject to satisfactory security vetting and reference checks. As standard, all roles undertake a Disclosure Barring Service (DBS) check. As a provider of services to the UK Government, where necessary NEC adheres to HMG's personnel security and vetting policy requiring that minimum personnel security controls are checked as specified in the Baseline Personnel Security Standard (BPSS). Some roles may require national security vetting clearance at the Security Check (SC) level and Non-Police Personnel Vetting (NPPV) Level 3.

Where applicable local (non-UK) security checks and vetting schemes will be used to provide sufficient personnel security controls.

This position requires you to either currently have national security vetting clearance at the Security Check (SC) level or higher, or the ability to gain Enhanced Security Clearance in addition to the Baseline Personnel Security Standard.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities.

Qualifications

• Previous experience in technical services management or related fields, with a proven track record of leading high-performing teams.
• Strong technical background in relevant technologies and services, with the ability to understand complex technical concepts.
• Proven ability to build and maintain strong client relationships, with a focus on delivering exceptional service.
• Exceptional verbal and written communication skills, with the ability to engage effectively with diverse audiences.
• Strong leadership and interpersonal skills, fostering a collaborative and inclusive team environment.
• Ability to navigate and thrive in a fast-paced, dynamic environment.
• Proactive problem-solving skills with a focus on continuous improvement.

Additional Information

We are proud of the benefits we offer employees of NEC Software Solutions

• Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
• 25 days paid holiday with the option to buy/ sell
• 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
• A Group Pension Plan with fantastic employer contributions up to a maximum of 8.5%
• A fantastic selection of flexible benefits to suit your individual needs
• We are an employer who cares, we have a invaluable employee assistance programme which can help in every area of your life
• All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.

Candidates must be able to demonstrate a pre-existing right to work and travel within the UK. Documentary evidence will be required.

All offers are subject to satisfactory vetting and reference checks. This role will require UK Security Clearance.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please feel free to share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

Who We Are:

We're NEC Software Solutions (part of global tech giant NEC Corporation). While you read this ad, our software is helping to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies.

Working with us, you'll be helping our 3,000+ employees push the boundaries of what's possible and support amazing public services.

We work with governments, hospitals, police forces, housing providers, local authorities and more. We help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. The more we do, the more our customers can do for others. And together, we make a world of difference.

We'd love your help. And we'll support you all the way.