Technical Service Delivery Manager in Tamworth

We're recruiting a Technical Service Delivery Manager to oversee the successful delivery of services for our primary customer. This role is accountable for the technical delivery relationship, ensuring that services, projects, and changes are executed to a high standard and aligned with customer priorities. It blends proactive customer engagement with strong technical oversight. The postholder must have a broad and deep technical understanding, enabling them to review and challenge proposed approaches, support complex delivery decisions, and participate confidently in detailed discussions with engineers and customer stakeholders. Although not an engineering role day to day, you'll be expected to remain hands-on when needed—particularly during complex changes, escalations, critical incidents, or key delivery milestones. The role also includes line management of the technical delivery team and active coordination and project management across cloud, infrastructure, network, and communications services.

In return for your dedication, knowledge, and commitment, we're offering a competitive salary range of £55,000 to £60,000 p.a. (dependent on experience) with these great benefits:

• 25 days annual leave + Bank Holidays + Birthday Day off (with the opportunity to buy additional days)
• 2 Volunteer Days
• Pension - 5% Employee 5% Employer
• Healthcare Cash Plan, incl. 3 x salary life assurance
• Annual Salary Review
• Refer A Friend Scheme
• Free access to BenefitHub - an online portal with access to a wide range of retail discounts, cycle to work scheme and additional voluntary benefits

Location: Hockley, Essex

Hours: 37 hours a week. Monday to Thursday 8.30am to 5pm, Friday 8.30am to 4.30pm

Closing Date: 11 August 2026

Key Responsibilities

• Act as the main technical service delivery contact for the primary customer.
• Build strong, trusted relationships with customer stakeholders.
• Understand customer requirements, priorities, and constraints, translating these into deliverable technical work.
• Proactively manage expectations and provide clear, honest updates on progress, risks, and issues.
• Own technical delivery outcomes across projects, changes, and ongoing service activity.
• Take responsibility for escalations, delivery risks, and service issues.
• Plan, coordinate, and manage delivery of projects and major change activity.
• Maintain a strong working understanding of the customer's environment and architecture.
• Line manage the technical delivery team, providing direction, clarity, and support.
• Hold regular one to ones, manage performance, and support professional development.
• Provide clear reporting to the IT & Operations Head on delivery status, risks, and customer sentiment.
• Ensure high quality documentation is produced and maintained throughout project delivery.

Skills and Experience

• Strong experience in a technical delivery, technical management, or senior engineering role.
• Broad knowledge across cloud, infrastructure, networking, and modern workplace technologies.
• Comfortable engaging in detailed discussions and reviewing solution designs.
• Proven experience owning customer relationships in an MSP or service based environment.
• Experience managing technical projects and coordinating delivery teams.
• Confident working with both engineers and senior customer stakeholders.
• Familiarity with ITIL, service management, and change control processes.
• Familiarity with ISO27001, Cyber Essentials Plus, and general security best practice.