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
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SCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.
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.
If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.
Diversity & Inclusion at SCC - https://www.scc.com/diversity-and-inclusion/
Sustainability at SCC - https://www.scc.com/sustainability-at-scc/
Life at SCC - https://www.linkedin.com/company/scc/life
