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 large 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
Role purpose:
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
End User & Virtualisation
- Citrix (Virtual Apps, Virtual Desktops)
- Microsoft 365 / Endpoint Management
Infrastructure
- Windows Server (Active Directory, Group Policy, identity services)
- Virtualisation (VMware / Hyper-V)
- Storage and backup technologies
Networking & Security
- Networking fundamentals (LAN/WAN, firewalls, SD-WAN, load balancing)
- Cybersecurity frameworks and best practices
- Identity and access management
Automation & Modern Practices
- Infrastructure-as-Code (Terraform, ARM or similar)
- Monitoring, observability and operational tooling