Bechtle Ltd. – Technical Service Delivery Manager – Northampton, NN4 7HB

Overview

As a Technical Service Delivery Manager at Bechtle you will bridge the technical teams of our Operations Centres and our high‑profile customers. Your focus will be to deliver IT services that meet agreed‑upon standards, timelines, and performance metrics while building and maintaining strong customer relationships.

Job Role Responsibilities

• Service Delivery (30%) – Ensure operational service targets and contractual obligations are consistently met, track issues through resolution, and provide ITIL‑based incident, problem, change, and continual service improvement. Deliver hands‑on support across Microsoft Windows, Active Directory, O365, networking, and cloud infrastructure.
• Customer Relationship Management (20%) – Coordinate and lead regular service review meetings, act as the primary point of contact for all service‑related matters, and proactively identify and mitigate risks to maintain a customer‑centric approach.
• Data Analytics & Reporting (20%) – Monitor, manage, and report SLA performance, create detailed service reports, and deliver proactive licensing, capacity, and availability planning.
• Strategic Collaboration & Business Growth (10%) – Work with Account Managers and Solutions teams to expand service offerings, contribute to IT strategy reviews, and mentor Service Delivery Hub colleagues.
• Problem‑Solving & Process Improvement (15%) – Conduct root cause analysis, implement long‑term solutions, and streamline workflows to improve service efficiency and responsiveness.
• Continuous Service Improvement (5%) – Identify opportunities to enhance service delivery processes, collaborate with the Head of Service Delivery, and participate in training and development programs.

Skills and Experience – Essential

• 5+ years of combined experience in Service Delivery Management within an MSP, with 2+ years in a managerial position.
• Strong communication and interpersonal skills, with the ability to interact professionally with clients and internal stakeholders.
• Self‑motivated, ambitious, and methodical problem‑solving skills.
• Excellent organisational and time‑management skills, with the ability to prioritise multiple tasks in a fast‑paced environment.
• Proven experience in managing corporate clients with 500+ staff and vendor‑agnostic network qualifications.
• Microsoft stack, cloud (Azure, AWS), and infrastructure qualifications.

Skills and Experience – Desirable

• ITIL‑qualified, ideally at least an intermediate level.
• Experience with Autotask (ITSM Tool), customer excellence training or qualifications, and transition management.
• Project Management experience.

What We Offer

• Hybrid working – 3 days in / 2 days out after successful probation.
• Competitive salary and location flexibility (Manchester, Chippenham, Northampton, London).
• Top‑of‑range technology, health‑care benefits, and 25 days annual leave (increasing to 30 with time spent).
• Training & mentoring programme and progression plan.

Reports To

Head of Service Delivery

Employer

Bechtle – one of Europe’s leading suppliers of IT hardware, software and services. Established 1983, we provide comprehensive IT solutions across 14 European countries.

Jenny Careless | Human Resources | jenny.careless@bechtle.com | +44 (0) 1249 467935