Overview

Technical Service Delivery Manager responsible for delivering the database and applications management programme of work, including the upgrade and patching process, resource management, and cross-functional collaboration with programme, project management and service management practices. This role includes line management responsibilities for technical team members and requires strong communication with internal and external stakeholders to understand needs and support service delivery.

You will own the delivery of technical services for cloud and hosted customers within the Data Centre and third‑party Cloud offerings (CAA). Working with the technical project management team, you will take new customers from on‑premises solutions into NEC Cloud. You will also own and develop the DBA services team training and development plan to meet evolving business needs while supporting individual career aspirations. The successful candidate will report to the Technical Operations Director in a diverse technology team. The role is hybrid (office/home) with ad‑hoc travel to NEC offices and customer locations.

Responsibilities

• Assist in managing the DBA services team, providing guidance and support to deliver excellent customer service.
• Collaborate with cross‑functional teams to identify and resolve technical issues effectively.
• Monitor service delivery metrics and contribute to strategies for enhancing service performance.
• Participate in the training and onboarding of new team members, ensuring they have necessary skills and knowledge.
• Act as an escalation point for complex technical issues to facilitate resolution.
• Engage with clients to gather feedback on service quality and identify improvement opportunities.
• Lead and mentor a team of technical service professionals to achieve high performance and career development.
• Develop and implement strategic plans for technical service delivery aligned with business goals and customer expectations.
• Oversee management of complex technical projects, ensuring timely delivery, quality, and effective stakeholder communication.
• Foster strong client relationships, understand technical needs, and deliver tailored solutions to drive satisfaction and retention.
• Analyze service performance metrics and implement improvements to optimize operational efficiency.
• Collaborate with product and engineering teams to provide feedback on customer needs and influence product development.

Experience

Essential

• 10+ years of experience in technical services management or related fields with a proven track record of leading high‑performing teams.
• Strong technical background in relevant technologies and services with the ability to understand complex concepts.
• Proven ability to build and maintain strong client relationships with a focus on delivering exceptional service.
• Exceptional verbal and written communication skills for diverse audiences.
• Strong leadership and interpersonal skills, fostering a collaborative and inclusive team environment.
• Ability to navigate and thrive in a fast‑paced, dynamic environment.
• Proactive problem‑solving skills with a focus on continuous improvement.

Desirable

• Strong analytical skills with experience using data to drive decisions and improvements.
• Experience with Automation and Monitoring technologies.
• Knowledge of core NEC technologies: Databases (Oracle, SQL Server, Postgres); Public Cloud Platforms (Oracle OCI, Microsoft Azure, Amazon Web Services).

Additional Information

• Candidates must demonstrate a pre‑existing right to work and travel within the EU; documentary evidence is required.
• All offers are subject to satisfactory security vetting and reference checks, including DBS where applicable. Some roles may require BPSS, SC, or NPPV clearance as appropriate.
• Where applicable, local non‑UK security checks and vetting schemes will be used to provide sufficient personnel security controls.
• This position may require national security vetting clearance at the SC level or higher, or the ability to gain Enhanced Security Clearance in addition to BPSS.
• NEC Software Solutions is an equal opportunities employer; reasonable adjustments or accessibility needs during recruitment or interview can be requested.

Who We Are

We’re NEC Software Solutions (part of NEC Corporation). Our software supports emergency response, public services, healthcare, and transportation, helping millions of people every day. We work with governments, hospitals, police forces, housing providers, local authorities and more. We’re committed to an inclusive, supportive workplace and making a difference.