Technical Service Delivery Manager, Newcastle

ClearCompany; Newcastle upon Tyne; Hybrid; GBP 50,000 - 80,000; Full time

Job summary

An exciting opportunity awaits for a Technical Service Delivery Manager in a forward-thinking company. This role is pivotal in delivering systems and infrastructure to key clients, ensuring projects are completed on time and within budget. You will lead a dedicated team, develop effective plans, and maintain strong relationships with stakeholders. The company fosters a supportive culture with a hybrid working model, professional development opportunities, and a focus on wellbeing and inclusion. If you are passionate about driving service excellence and innovation, this role is perfect for you.

Benefits

Hybrid working model

Professional development opportunities

Referral bonuses

Health initiatives

Community engagement

Diversity & inclusion programs

Qualifications

• 6+ years in IT with strong experience in service delivery and customer success.
• Proven ability to manage complex projects and client relationships.

Responsibilities

• Lead a team to ensure successful service delivery across multiple business lines.
• Manage incidents, changes, and releases while monitoring service levels.

Skills

ITIL Certification

M365

Cloud

Network

DevOps

UC

Security

Client Management

Issue Management

Job description

Technical Service Delivery Manager - Newcastle

An exciting opportunity has become available for an experienced Technical Service Delivery Manager to join our Newcastle team!

This role is crucial in ensuring the successful delivery of systems, infrastructure, policies, and standards for a key customer in the Hunter region. The Technical Service Delivery Manager (TSDM) will oversee the risk, quality, and progress of ICT work packages, BAU operations, and releases, ensuring these are completed on time, within budget, to quality standards, and within scope.

Key accountabilities

• Lead a dedicated team of engineers managing end-to-end support and delivery of services and solutions across multiple business lines to meet customer and contractual outcomes.
• Develop and implement plans, procedures, and policies to ensure successful engagement with the client.
• Plan and deliver complex work packages and releases, providing oversight to meet operational goals.
• Establish and maintain relationships with internal and external stakeholders at various levels.
• Analyze issues, prepare reports, and contribute to team culture and leadership.
• Provide guidance on issues management, including strategies for proactive stakeholder engagement.

Responsibilities

• Maintain key client relationships and ensure internal alignment for optimal outcomes.
• Manage major incidents, escalations, problems, changes, and releases; monitor service levels.
• Identify opportunities to streamline operations and enhance client experience through proactive monitoring, alerting, and automation.
• Implement continuous risk management and service improvement initiatives.
• Prepare and participate in service review meetings, providing regular reports on team operations and service levels.

Personal attributes

• Excellent interpersonal skills and ability to build trust.
• Clear and effective communication.
• Positive, resilient, and energetic.
• Discreet with sensitive information.
• Mentoring and coaching skills.
• Focus on priorities and delivering pragmatic solutions.

Experience and Knowledge

• ITIL Certification.
• Over 6 years in IT with experience in M365, Cloud, Network, DevOps, UC, Security.
• At least 2 years in IT management, especially Service Delivery or Customer Success.
• Experience in Managed Services environment.
• Strong client and issue management skills.
• Technical background with current technology knowledge.

Why Nexon?

We offer a supportive culture with benefits including:

• Work-Life Harmony: Hybrid working model for balance.
• Growth Potential: Professional development, career pathways, referral bonuses.
• Wellbeing and Belonging: Health initiatives, celebrations, community engagement, diversity & inclusion.

Join Nexon and advance your career in a dynamic environment focused on growth, innovation, and excellence!