Technical Service Delivery Manager

Technical Service Delivery Manager: A Strategic Opportunity at Bechtle

Bechtle presents a compelling opportunity for an experienced Technical Service Delivery Manager to join their dynamic team and play a pivotal role in ensuring the exceptional delivery of IT services and solutions to their high-profile clientele. This role is designed for a proactive and customer-centric professional who thrives on bridging the gap between technical operations and client needs, ensuring seamless service delivery and fostering long-term partnerships.

What You'll Be Doing: A Deep Dive into the Role

This position offers a multifaceted approach to service delivery, with a significant emphasis on:

• Service Delivery Excellence (30%): You will be instrumental in guaranteeing that operational service targets and contractual obligations are consistently met. This involves meticulous tracking of issues, effective escalation when necessary, and leveraging ITSM systems for efficient logging, monitoring, and resolution of customer-facing issues. A strong adherence to ITIL principles (Incident, Problem, Change Management, and Continual Service Improvement) is fundamental. You'll also provide crucial technical guidance on infrastructure and cloud services, collaborating closely with technical teams for seamless service execution.
• Customer Relationship Management (20%): Building and nurturing robust, trust-based relationships with clients is at the heart of this role. You will be the primary point of contact, leading service review meetings and understanding client pain points, business objectives, and technical requirements. Acting as a key liaison, you'll ensure timely resolution of issues and proactively mitigate risks.
• Data Analytics & Reporting (20%): A critical aspect of this role involves monitoring, managing, and reporting on Service Level Agreements (SLAs) to ensure clear communication of performance metrics. You will create detailed service reports for clients, ensuring transparency and accountability, and deliver proactive reporting on licensing, capacity, and availability planning to support strategic decision-making. Maintaining accurate client documentation is also key.
• Strategic Collaboration & Business Growth (10%): This function encourages a forward-thinking approach, where you will collaborate with Account Managers and Solutions teams to identify opportunities for service expansion. Contributing to IT Strategy Reviews and the development of Technology Roadmaps, aligned with industry trends and customer needs, is vital. You will also mentor and support colleagues, fostering a collaborative environment.
• Problem-Solving & Process Improvement (15%): Proactive identification and resolution of service-related issues through thorough root cause analysis and the implementation of sustainable solutions will be a key responsibility. You'll work with cross-functional teams to streamline workflows and enhance service efficiency and responsiveness, demonstrating adaptability in evolving technological landscapes.
• Continuous Service Improvement (5%): This role champions a culture of ongoing enhancement. You'll identify and recommend opportunities to improve service delivery processes and the overall client experience, collaborating with leadership to share and implement best practices, and actively engaging in professional development.

Advantages for Potential Candidates: Investing in Your Career Path

This Technical Service Delivery Manager position at Bechtle offers significant advantages for ambitious professionals:

• Impactful Role with High-Profile Clients: You'll be working with key clients, giving you the opportunity to make a tangible difference and gain exposure to diverse and challenging IT environments.
• Growth and Development: Bechtle is committed to your professional journey. The role offers a clear Progression Plan, including a comprehensive training and mentor program. This is an excellent opportunity to deepen your technical expertise and leadership capabilities.
• Exposure to a Broad Technology Stack: The role demands hands-on management across a wide array of technologies, including Microsoft Windows, Active Directory, O365, networking, and cloud infrastructure (Azure, AWS). This breadth of experience is invaluable for career advancement.
• Customer-Centric Focus: If you are passionate about delivering exceptional customer experiences and building strong relationships, this role provides the perfect platform to excel.
• Supportive and Collaborative Culture: Bechtle emphasizes a positive work environment with social events and a culture that is described as supportive, fun, and hard-working.
• Attractive Benefits Package: The company offers a competitive salary, hybrid working arrangements after probation, and a comprehensive perks package including incentives, top-of-the-range technology, subsidized healthcare, and generous annual leave.

Key Considerations for Aspiring Candidates: Navigating Your Next Step

To thrive in this role, candidates should consider the following:

• Experience is Paramount: A minimum of 5 years of combined experience in Service Delivery Management within an MSP, with at least 2 years in a managerial position, is essential. A strong background in technical operations, infrastructure, and customer-facing service delivery is crucial.
• Technical Acumen: While a vendor-agnostic approach to networking (WAN, LAN, SD-WAN, Wi-Fi) is valued, proven experience and/or qualifications in the Microsoft stack and cloud platforms (Azure, AWS) are highly desirable. A solid understanding of infrastructure principles is also a must.
• ITIL Foundation: ITIL qualification, ideally at an intermediary level, is a significant advantage, demonstrating a foundational understanding of best practices in service management.
• Client Management Skills: Experience managing corporate clients with 500+ staff is a key requirement, highlighting the need for strong communication, negotiation, and stakeholder management abilities.
• Problem-Solving Prowess: The ability to conduct thorough root cause analysis and implement effective, long-term solutions is critical for success in resolving service-related issues.
• Adaptability and Ambition: In a fast-paced environment and with evolving technologies, candidates must be self-motivated, adaptable, and possess a positive, ambitious attitude to drive continuous improvement and operational excellence.

This Technical Service Delivery Manager role at Bechtle represents an exceptional opportunity for a skilled and driven professional to advance their career within a reputable and forward-thinking organization. It offers the chance to shape service delivery, foster client loyalty, and contribute to the strategic growth of a leading IT service provider.