Technical Service Manager

Bango plc; Cambridge; On-site; GBP 75,000 - 110,000; Full time

Benefits offered by this job

Private Medical Insurance

Health Cash Plan

25 days holiday a year increasing to 4

Cycle to work

Gym discount

Weekly Pilates & Yoga classes (virtual

Life assurance

Employee Assistance Program

1Password

Chilly’s bottle and coffee cup

Job summary

Bango plc is seeking an experienced Technical Service Manager to act as a trusted technical partner and strategic adviser to our most valued customers. In this role, you will lead the resolution of complex technical issues, champion customer success, and collaborate cross-functionally to drive service excellence, innovation, and continuous improvement.

You will act as the technical voice of the customer within Bango, leveraging your deep technical knowledge, exceptional communication skills, and

Qualifications

• 5+ years in technical service delivery or operations within real-time digital environments.
• Strong incident management, escalation handling, and customer advocacy.
• Excellent English communication and stakeholder engagement across multiple regions.

Responsibilities

• Own major customer engagements and provide end-to-end service leadership.
• Lead high-priority incident resolution with cross-functional teams.
• Advise customers to align Bango services with their objectives.
• Collaborate with Eng, Ops, Product to drive improvements.
• Develop executive reporting on SLA, incidents, and trends.

Job description

Bango enables content providers to reach more paying customers through global partnerships. Bango revolutionized the monetization of digital content and services, by opening-up online payments to mobile phone users worldwide.

Today, the Digital Vending Machine® is driving the rapid growth of the subscriptions economy, powering choice and control for subscribers.

The world’s largest content providers, including Amazon, Google and Microsoft trust Bango technology to reach subscribers everywhere.

Bango, where people subscribe.

Role

Bango is seeking an experienced Technical Service Manager to serve as a trusted technical partner and strategic advisor to our most valued customers. In this role, you will lead the resolution of complex technical issues, champion customer success, and collaborate cross-functionally to drive service excellence, innovation, and continuous improvement.You will act as the technical voice of the customer within Bango, leveraging your deep technical knowledge, exceptional communication skills, and business acumen to influence outcomes and ensure our services consistently exceed expectations. This is a high-impact role at the intersection of technology and customer experience, ideal for a seasoned service delivery professional ready to take ownership and lead with authority

Responsibilities

• Strategic Customer Ownership: Act as the point of contact for major customers, providing end-to-end service leadership, technical guidance, and proactive support throughout the customer lifecycle.
• Issue Escalation & Resolution: Lead the management of high-priority, cross-functional incidents and post-deployment technical issues with urgency, transparency, and precision. Serve as an escalation point for critical technical matters.
• Customer Advocacy: Develop deep insight into customer business objectives and operational environments, ensuring Bango services are aligned with their evolving needs and expectations.
• Cross-functional Leadership: Work closely with Engineering, Operations, Tech Sales, Product, and other internal teams to resolve issues, drive service improvements, and influence product evolution.
• Operational Excellence: Drive continuous improvements in service performance, monitoring, incident prevention, and root cause analysis. Champion SLAs and KPIs to measure and communicate service performance.
• Subject Matter Expertise: Act as a trusted technical advisor internally and externally, developing and sharing expert-level knowledge of Bango systems, customer integrations, and operational processes.
• Process and Tooling Innovation: Identify, develop, and implement tools, documentation, and processes to enhance supportability, scalability, and service quality.
• Risk Management & Governance: Ensure all live route changes and production activities are managed with strong controls, communication, and stakeholder alignment.
• Performance Reporting: Own the creation of executive-level reporting and service reviews, providing transparency on SLA adherence, incident trends, and opportunities for improvement.
• Knowledge Leadership: Mentor peers, lead workshops, and contribute to the development of the Technical Services team’s capability and resilience.
• Data Analysis: Proven experience in data analysis and interpretation.
• Minimum 5 years of experience in a technical service delivery, support, or operations role within a complex, real-time digital environment.
• Demonstrated ability to lead technical incident management, customer escalations, and post-launch stabilization.
• Strong understanding of SLA management and operational performance metrics.
• Proven ability to influence and engage with senior stakeholders (technical and non-technical) across multiple functions and geographies.
• Experience troubleshooting complex systems (APIs, services, infrastructure, connectivity) with a structured and analytical approach.
• Fluent in English (written and spoken) with strong written documentation and reporting skills.
• Experience acting as a service delivery manager, technical account manager, or equivalent in a customer-facing, SLA-driven environment.
• Ability to work flexibly, including occasional out-of-hours escalations as part of a senior support rota.
• Strong personal integrity, accountability, and a passion for continuous learning
• Experience supporting internet-scale, mission-critical services.
• Working knowledge of Windows Server, .NET-based applications, and API integrations.
• Familiarity with AWS services, cloud operations, and modern infrastructure.
• Understanding of security principles, incident response, and data protection best practices.
• Exposure to monitoring tools, automation, and proactive alerting systems.
• Experience in driving cross-team improvements in reliability, availability, and supportability.
• A friendly, informal working environment
• Your own Bango buddy – to help you settle in
• Bendi-time (flexible working hours)
• Choose your own headphones, keyboard & mouse
• Private Medical Insurance
• Health Cash Plan
• 25 days holiday a year increasing to 28 days with 4 years’ service
• Cycle to work, gym discount
• Weekly Pilates & Yoga classes (virtual)
• Financial support for employee activity groups and charitable activities
• Free fruit, drinks and snacks, limitless tea, coffee and good quality espressos
• Company branded hoodie… to keep you happy and comfortable
• Life assurance
• Employee Assistance Program
• 1Password
• Income Protection
• Bango branded Chilly’s bottle and coffee cup

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