Technical Service Manager

Arrive; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

Arrive is seeking a Technical Service Manager based in London, with travel to Poole. You will bridge client relations and technical Run activities, guarding maintenance contracts while coordinating a technical team.

Your leadership will shield customers from escalations and ensure seamless incident resolution. The role requires a master’s degree in a technical field and at least five years in B2B/B2G contract management and technical coordination, with strong experience in Jira/ServiceNow and

Qualifications

• Master’s degree (or equivalent BAC+4/BAC+5) in Engineering, IT, or Project Management.
• Minimum of 5 years of combined experience in operational B2B/B2G contract management and technical coordination (Support/IT).
• Good knowledge of system architectures, ticketing tools, support processes, and ideally the ticketing/public transport industry.

Responsibilities

• Act as the primary escalation point for clients during major incidents and lead technical committees and crisis meetings.
• Ensure compliance with SLAs and monitor KPIs; produce trend reports for clients and management.
• Identify risks or opportunities for amendments to increase revenue and margins.
• Manage risk and escalate as needed, rebuilding client trust.
• Oversee prioritization, assignment, and tracking of tickets (Jira/ServiceNow).
• Coordinate actions between Support, R&D, and Delivery teams for smooth Build-to-Run transitions.
• Help harmonize global support processes across France, the UK, and Australia.

Skills

Emotional intelligence

Leadership

Diplomatic tact

Pragmatism

Education

Master’s degree in Engineering/IT/PM

Tools

Jira

ServiceNow

Job description

We’ve signed up to an ambitious journey. Join us!

As Arrive, we guide customers and communities towards brighter futures and more livable cities, it isn’t a challenge just anyone could take on. Luckily, we have something to help us make it happen. Our people and our values. We Arrive Curious, Focused and Together. Just as our entire brand is inspired by the North Star, the shining light leading travelers to their destinations since time began, our values guide us. They help us be at our best. For our customers. For the cities and communities we serve. For ourselves. As a global team, we are transforming urban mobility. Let’s grow better, together.

The Role

Within Flowbird, the Technical Service Manager serves as the primary point of convergence between client relations and the technical execution of operational support ("Run"). In a highly demanding environment, their main role is to guarantee the execution of maintenance contracts while protecting and functionally coordinating the technical support team (L2). They act as a "shield" against client escalations and the operational coordinator of technical resolutions.

How to make an impact

• Client Relationship Management: Act as the primary and single point of escalation for clients during major incidents, leading technical committees, crisis meetings and backlog arbitration with clients.

• Take ownership of and guarantee compliance with SLAs. Monitor key performance indicators (KPIs) to measure service quality and efficiency. Produce and analyze trend reports for clients and management.

• Contractual Tracking : identify risk or opportunity areas for amendments (addenda) to increase revenue and margins.

• Assess escalation risks, manage complex and/or contentious conflicts with discretion, and rebuild trust with demanding clients.

• Take responsibility for risk management, including alerting management to any hazardous situations regarding assets and personnel.

• Technical Team Supervision Support: Ensure strict prioritization, assignment, and tracking of tickets (Jira / ServiceNow).

• Manage the internal execution of maintenance contracts: communication, technical decisions, and tracking of schedules and associated tasks.

• Internal Interface: Coordinate actions between Support, R&D (Engineering), and project deployment (Delivery) teams to ensure a smooth transition from "Build" to "Run."

• Participate in defining and harmonizing global support processes (notably between France, the UK, and Australia).

About you

• Emotional Intelligence and Resilience: Strong ability to manage crisis situations, absorb client pressure, and demonstrate assertiveness.

• Unifying Leadership: Ability to lead, reassure, and motivate a technical team under a heavy workload

• Diplomatic Tact: Excellent communication skills to manage both external client expectations and internal development constraints.

• Pragmatism: Solution-oriented ("problem-solver") with the ability to make quick decisions in tense environments.

Your background

• Complex Project Management: Mastery of technical project management methodologies and maintenance contract monitoring.

• Technical Background: Good knowledge of system architectures, ticketing tools (Jira, ServiceNow), support processes, and ideally the ticketing / public transport industry.

• Master’s degree (or equivalent BAC+4/BAC+5) in Engineering, IT, or Project Management.

• Minimum of 5 years of combined experience in operational B2B/B2G contract management and technical coordination (Support/IT).

This role is based in London with travels to Poole.

About Arrive

Arrive, including brands like EasyPark, Flowbird, RingGo, ParkMobile and Parkopedia, is a leading global mobility platform. Present in over 90 countries and 20,000 cities, the company helps people and decision-makers make smarter decisions about urban mobility and ease the experience of travel worldwide. Arrive delivers a unique combination of the core ingredients to make cities more livable: from smart payments and optimized car parks to data-driven traffic reduction and support for reinvestment in public transport and green space. It’s about more than function, it’s about saving time and simplifying the experience of travel for everyone. Travel is more than a journey, it’s how you Arrive.