SC Cleared Technical Service Delivery Manager | London Hybrid | 6 Month Contract
I'm recruiting for an experienced Technical Service Delivery Manager / High Touch Operations Manager to join a leading global technology organisation on an initial 6 month contract.
This is a customer facing role supporting strategic enterprise clients, ensuring the effective delivery of technical support services, coordinating critical incidents and driving continuous service improvement.
The opportunity:
- Location: London hybrid, occasional onsite attendance
- Contract: Initially 6 months
- Start: ASAP
- Security clearance: Current, active SC clearance essential
Key responsibilities:
- Manage the delivery of technical support and operational services for strategic enterprise customers.
- Act as the primary escalation point for critical incidents, coordinating technical teams to ensure timely resolution.
- Build and maintain strong relationships with customer operational teams and senior stakeholders.
- Oversee incident management, root cause analysis and post incident reviews.
- Monitor service performance, SLAs, KPIs and outstanding support cases.
- Lead operational service reviews and contribute to Quarterly Business Reviews.
- Identify opportunities to improve service availability, operational efficiency and customer satisfaction.
- Coordinate internal technical specialists and support resources to meet customer requirements.
- Provide regular operational reporting and stakeholder updates.
- Current, active SC security clearance.
- At least 5 years of relevant experience in technical service delivery, IT operations or service management.
- Strong knowledge of enterprise networking technologies and infrastructure.
- Proven experience managing major incidents, technical escalations and service delivery.
- Excellent customer relationship management and stakeholder communication skills.
- Experience working within an ITIL or ITSM environment.
- CCNA or equivalent relevant technical certification or knowledge.
- Ability to attend a London office when required.
- Previous experience within a global technology vendor, managed services provider or systems integrator.
- Public sector, government or defence customer experience.
- ITIL certification and a background in continuous service improvement.
This is an excellent opportunity for an established Service Delivery Manager, Technical Service
Manager or Network Operations professional looking to support complex enterprise customers within a global technology environment.
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