Technical Services Manager UK

SCC; Birmingham; On-site; GBP 55,000 - 60,000; Full time

Benefits offered by this job

Hybrid working

Volunteer days

Company benefits

Job summary

SCC is seeking a Technical Services Manager to lead customer engagement and shape the technical strategy in a remote/hybrid role across the UK. You will act as the senior technical voice for customers and coordinate governance, risk, and service improvement initiatives.

You’ll own TSIP delivery, multi-year roadmaps, incident leadership and cross‑team delivery, ensuring security, compliance and value delivery. Excellent stakeholder engagement is essential.

Qualifications

• Proven experience leading customer-facing technical teams and engagements.
• Ability to translate technical issues into business value for executives.
• Experience in IT service management and governance frameworks.
• Strong coordination across multi-supplier delivery environments.
• Ability to drive strategic roadmaps and service improvement programs.
• Knowledge of security/compliance requirements and risk management.

Responsibilities

• Act as the primary technical interface at executive and senior stakeholder level.
• Lead quarterly business reviews (QBRs) and present roadmap, risk, and service updates.
• Own and deliver a Technical Service Improvement Plan aligned to customer outcomes.
• Develop multi-year technical roadmaps including lifecycle management and optimization.
• Ensure operational delivery aligns with best practice, security and compliance.

Skills

Customer leadership

Technical governance

Stakeholder management

Service delivery

Incident leadership

Change management

Security & compliance

Roadmapping

Tools

Microsoft Azure

Citrix

Microsoft 365

Windows Server

VMware/Hyper-V

Terraform/ARM IaC

Job description

About The Role

We are actively building diverse teams and welcome applications from everyone.

Role: Technical Services Manager

Location: Remote (SCC operate hybrid working, which comprises of a mix of office and home working)

Contract Type: Permanent

Salary Package: £55,000 to £60,000 plus lar ge company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year

Hours: 9.00 am – 5.30 pm Monday – Friday

Interview Process: 2-stage process

Why SCC?

• An inclusive workplace
• Excellent package: solid basic and company benefits
• Hybrid working & core hours in line with role requirements
• Career development and life-long learning opportunities
• Opportunity to join Europe's largest privately-owned IT Company

Key Responsibilities

Customer Leadership & Engagement

• Act as the primary technical interface at executive and senior stakeholder level
• Build trusted relationships with customers, influencing strategic direction, investment decisions, and service evolution
• Represent the customer’s technical priorities internally, acting as the senior technical voice of the customer
• Lead Quarterly Business Reviews (QBRs) and present roadmap, risk, service improvement and governance updates
• Translate complex technical issues into clear business impact narratives

Technical Strategy & Service Improvement

• Own and deliver a Technical Service Improvement Plan (TSIP) aligned to customer outcomes
• Develop and maintain a multi-year technical roadmap, including lifecycle management, optimisation and innovation opportunities
• Identify optimisation opportunities across infrastructure, applications and services
• Facilitate structured technology workshops to support roadmap development and informed decision-making
• Support customer planning cycles with technical insight on lifecycle, risk, cost and future service requirements

Risk, Governance & Assurance

• Maintain and govern a Technical Risk Register, ensuring proactive identification and mitigation of service risks
• Act as technical authority within Change Advisory Boards (CAB) and governance forums
• Validate technical changes to ensure they are fit for purpose, operationally supportable, and aligned to business outcomes
• Ensure operational delivery aligns with best practice, compliance standards and security requirements
• Where contracted, provide technical oversight of service continuity and disaster recovery

Incident, Problem & Change Leadership

• Provide technical leadership during major incidents and act as the senior escalation point
• Coordinate effectively across technical teams, service teams, account teams and third parties to drive rapid resolution
• Lead root cause analysis (RCA) and drive permanent corrective actions
• Assure the quality, risk and readiness of all technical changes impacting customer environments

Operational & Delivery Assurance

• Bridge the gap between delivery teams and customer stakeholders, ensuring clarity, alignment and accountability
• Provide oversight of BAU services, ensuring operational consistency and service quality
• Support projects and small works to ensure alignment with architecture, service design and operational readiness
• Maintain a Technical Playbook (or equivalent) to support BAU teams, operational consistency and service knowledge
• Share customer-specific technical context, priorities and risks to enable more effective delivery across teams

Security & Compliance

• Provide technical consultancy to ensure alignment with cybersecurity and compliance frameworks
• Support customers with accreditation requirements (e.g. ISO, Cyber Essentials)
• Embed security considerations into service governance, operational processes and change activities

Skills and Experience

Customer & Leadership Capability

• Proven experience in a customer-facing technical leadership role
• Strong ability to engage and influence at C-suite and senior stakeholder level
• Exceptional communication skills, with the ability to translate complex technical issues into clear business value
• Experience managing enterprise-level customer relationships and service governance
• Strong capability to operate across matrix and multi-supplier delivery environments
• Commercial awareness with ability to identify growth, optimisation and value opportunities
• Credibility and confidence working across technical, operational and executive audiences

Technical Expertise

• Broad enterprise IT knowledge across cloud, infrastructure, networking, end-user services, applications, storage and service management
• Strong understanding of IT Service Management (ITIL-aligned) and managed services delivery models
• Proven experience in: Incident, Problem, Change and Risk Management
• Technical governance and service assurance
• Major incident leadership and structured service recovery
• Multi-supplier and complex delivery environments
• Strong documentation capability across technical, governance and customer-facing outputs

Technical Skills (Desirable)

• Cloud & Platforms
• Microsoft Azure (IaaS, PaaS, governance, cost optimisation)
• Hybrid cloud architectures
• Citrix (Virtual Apps, Virtual Desktops)
• Microsoft 365 / Endpoint Management
• Windows Server (Active Directory, Group Policy, identity services)
• Virtualisation (VMware / Hyper‑V)
• Storage and backup technologies
• Networking fundamentals (LAN/WAN, firewalls, SD‑WAN, load bal‑ancing)
• Cybersecurity frameworks and best practices
• Identity and access management
• Infrastructure-as-Code (Terraform, ARM or similar)
• Monitoring, observability and operational tooling

Equal Opportunities Statement

We are an equal opportunities employer

SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non‑membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.