Job Description

Technical Services Manager – Hybrid

Department: Managed Services

Reports To: Services Director

We’re looking for an experienced Technical Services Manager to lead and inspire our Infrastructure Team while acting as a trusted technical advisor for our customer. This is a fantastic opportunity for someone passionate about driving service excellence, modernisation, and customer success in a dynamic managed services environment.

Key Responsibilities

• Provide leadership and governance for the 2nd/3rd Line Infrastructure Team, ensuring high performance, training, and engagement.
• Act as a senior escalation point for complex technical issues, ensuring rapid and effective resolution.
• Drive service improvement by monitoring environments, identifying optimisation opportunities, and introducing modernisation and cost-efficiency measures.
• Ensure infrastructure services are stable, secure, and aligned with our customer’s strategic goals.
• Build strong relationships with our customer’s IT leadership team, becoming their trusted technical advisor.
• Oversee SLA/OLA performance, ensuring all KPIs and contractual obligations are met.
• Support and mentor team members, fostering technical excellence, collaboration, and career growth.
• Ensure compliance with policies, regulatory requirements, and ISO standards (ISO 27001, ISO 9001).
• Collaborate with Service Delivery, Transition, and Technical Account Management to ensure seamless onboarding and lifecycle management.
• Produce service performance reports and lead technical service reviews with our customer.

What You’ll Be Doing

• Own the technical relationship with our customer for Infrastructure Services.
• Provide expert input on changes, roadmaps, and future-state infrastructure design.
• Support alignment of IT services with business goals.
• Champion automation, resilience, and efficiency across all services.
• Participate in Change Approval Boards (CAB) and risk assessments.
• Oversee proactive monitoring, patching, capacity management, and vulnerability remediation.
• Represent our managed service business with professionalism, demonstrating continuous added value.
• Contribute to the design of new infrastructure services and advise on adoption opportunities.

About You

• Proven leadership experience within an Infrastructure or Technical Services environment.
• Strong technical background with the ability to advise on complex infrastructure and service delivery.
• Excellent relationship-building skills and experience acting as a trusted advisor at senior stakeholder level.
• Passionate about driving service improvements and modernisation initiatives.
• Strong knowledge of compliance standards such as ISO 27001 and ISO 9001.

Our Commitment to You

We’re proud to be an equal opportunity, Confident employer. At Ultima, we celebrate our and strive to build an environment where everyone feels respected, valued, and able to succeed.

Not sure you meet every single requirement?

People from underrepresented groups may be less likely to apply unless they meet every qualification. At Ultima, we’re committed to building a diverse and inclusive workplace, so even if your experience doesn’t align perfectly, we encourage you to apply. You might be exactly who we’re looking for.

Apply now, or reach out to our Talent team if you have any questions. We’re always happy to chat about how we can make work, work for you