Overview

As the Technical Service Delivery Manager, you will manage the delivery of the database and applications management programme of work, operating the request for application upgrades and patching process, and performing resource management and allocation. You will interact with programme and project management, and service management practices within the wider business to deliver business and customer needs. The role will involve line management responsibilities for technical team members.

Communication and collaboration are paramount to this role. You will work closely with internal and external stakeholders on an ongoing basis, understanding their needs, and supporting the delivery of the service. You will own the delivery of our technical services for our Cloud and hosted customers within our Data Centre and on our various third-party Cloud offerings (CAA). Working with the technical project management team you will be responsible for taking new customers from their on-premises solutions into NEC Cloud. You will own and develop the DBA services team training and development plan, ensuring the team has the required blend of skills to meet evolving business needs, while supporting individual team members\' needs and career aspirations. The successful candidate will report to the Technical Operations Director and join a diverse technology team. The role is hybrid office/home based with travel to NEC offices and customer locations required on an ad-hoc basis.

Responsibilities

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

Experience and Qualifications

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 technical concepts.
• Proven ability to build and maintain strong client relationships, with a focus on delivering exceptional service.
• Exceptional verbal and written communication skills, with the ability to engage effectively with 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 of Automation and Monitoring technologies.
• Knowledge of core NEC technologies:

• Databases: Oracle, SQL Server and Postgres

• Public Cloud Platforms: Oracle OCI, Microsoft Azure, Amazon Web Services

Other Information

Candidates must be able to demonstrate a pre-existing right to work and travel within the EU. Documentary evidence will be required.

All offers are subject to satisfactory security vetting and reference checks. As standard, all roles undertake a Disclosure Barring Service (DBS) check. As a provider of services to the UK Government, NEC adheres to HMG’s personnel security and vetting policy requiring minimum personnel security controls as specified in the Baseline Personnel Security Standard (BPSS). Some roles may require national security vetting clearance at the Security Check (SC) level and Non-Police Personnel Vetting (NPPV) Level 3. Where applicable, local (non-UK) security checks and vetting schemes will be used to provide sufficient personnel security controls.

This position requires you to either currently have national security vetting clearance at the Security Check (SC) level or higher, or the ability to gain Enhanced Security Clearance in addition to the Baseline Personnel Security Standard.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities. If you require any reasonable adjustments or have specific accessibility needs during the recruitment or interview process, please share these with us. We are committed to ensuring an inclusive and accommodating experience for all candidates.

About NEC Software Solutions

We’re NEC Software Solutions (part of global tech giant NEC Corporation). Our software helps to dispatch ambulances, support families, keep trains on the move, locate missing people and even test the hearing of newborn babies. We work with governments, hospitals, police forces, housing providers, local authorities and more to help them pay financial support faster, speed up treatments for patients and respond to emergencies in the right way. We are 3,000+ employees worldwide, and we are dedicated to making a world of difference.

We’d love your help. And we’ll support you all the way.