Technical Services Manager

About the RoleThe Technical Service Manager (TSM) works within Corporate IT and is accountable for the end-to-end service performance, operational governance and continual improvement of the Corp IT Team. The role leads the delivery of 3rd line support and project assistance, ensuring outcomes align with agreed service levels, security and compliance requirements, business priorities and stakeholder expectations.ResponsibilitiesEnsure the optimal running of all Corporate IT technical operations and services.Lead the team’s participation in incident, problem and major incident management for Corp IT-owned services, ensuring timely restoration, effective communications and completion of post-incident actions.Provide leadership, coaching and task prioritisation across the team; establish clear objectives, balance workloads and maintain appropriate escalation paths.Manage service request fulfilment and 3rd line ticket queues, including triage, assignment, prioritisation, ageing control and quality assurance of updates and closure notes.Ensure operational readiness through maintained runbooks, knowledge articles, support documentation, monitoring handovers and on-call or rota coordination where applicable.Drive continual service improvement by analysing trends, removing recurring issues, sponsoring automation and standardisation, and tracking measurable benefits.Govern Corp IT-led changes, ensuring change records are complete, risks and impacts are assessed, implementation is appropriately scheduled, and post-implementation validation is completed.Own service reporting for KPIs, SLA and SLO performance, backlog health, problem trends, risks and improvement plans; provide regular updates to the Head of IT Infrastructure and relevant stakeholders.Coordinate project support delivered by the team, including resource planning, technical input, delivery tracking, operational acceptance and stakeholder management with project leads.Ensure adherence to security, risk and compliance requirements, including access controls, privileged activity oversight, audit evidence and secure operational practices.Manage third-party suppliers and vendors where in scope, including escalation, performance review, service-credit input and resolution of chronic service issues.Support recruitment, onboarding, capability development, knowledge transfer and succession planning to sustain team skills, resilience and service coverage.Support the out-of-hours management escalation process where required and ensure effective handover and communication for high-priority service issues.Monitor service performance against agreed SLAs, SLOs, OLAs and KPIs, and agree corrective actions where performance is at risk.Maintain oversight of operational risks, dependencies, technical debt and recurring service issues, escalating material concerns through the appropriate governance route.Promote consistent use of Incident, Problem, Change, Request Fulfilment and Knowledge Management practices aligned to Corporate IT processes.Ensure lessons learned and improvement actions are assigned, tracked and completed following significant incidents, failed changes and service reviews.Required SkillsProven experience leading a technical support, infrastructure operations or IT service delivery team in an enterprise environment.Strong working knowledge of IT service management practices, particularly Incident, Major Incident, Problem, Change, Request Fulfilment and Continual Improvement.Ability to manage service performance using operational metrics, SLA and SLO results, backlog data, risks, trends and improvement plans.Experience of leading technical teams through high-priority incidents and coordinating clear communications across technical and business stakeholders.Broad understanding of end-to-end infrastructure services, including workplace, application, network, virtualisation, server, storage, cloud and identity components.Experience balancing business-as-usual support, project assistance, planned change and operational readiness activities across a technical team.Knowledge of security, risk and compliance controls relevant to infrastructure operations, including privileged access, audit evidence and secure change practices.Strong people-management capability, including objective setting, coaching, performance review, workload management and capability development.Excellent written and spoken English, with the ability to adapt technical and service communications for engineering, management and business audiences.Strong stakeholder and supplier-management skills, with confidence working across service teams, project teams, Information Security and third parties.Preferred SkillsITIL Foundation certification or equivalent practical IT service management experience.Relevant vendor or professional certification in infrastructure, networking, cloud, security or project delivery.Experience with service management platforms, monitoring tools, reporting dashboards and workflow automation.Experience supporting geographically distributed teams and stakeholders in a multinational working environment.InterfacesHead of IT Infrastructure; Service Desk and Desktop Support leads; 3rd line engineering teams; Project Managers; Information Security; Architecture; third-party suppliers; and key business stakeholders.Reporting LineReports to: Head of IT Infrastructure (UK) Technical Operations Manager (VN)