Service Delivery Manager - Orpington - Techary

Description

Techary redefines the way customers procure, implement, and support their organisations' technology, providing an innovative alternative to the traditional Managed Service Provider (MSP) / Value-Added Reseller (VAR) approach.

Our concept, "Technology, done differently", embodies our belief that the way our customers consume and utilize technology should innovate at the same pace as the technology itself.

Our customers range from small start-ups to global enterprises. From designing, deploying and managing infrastructure stacks within low-latency financial trading environments, to relocating the headquarters of a global fintech firm, our operations span multiple markets, industries and geographies.

Techary has helped customers scale their operations globally, gain an advantage in financial markets, enabled mission-critical projects and, most importantly, implemented technology that delivers alpha-accelerating business transformation.

The Role

As the Technical Service Delivery Manager, you will be responsible for ensuring the successful delivery, transition, and ongoing management of managed services for our customers. You will act as the bridge between Sales, Projects, and Technical Operations, ensuring that new business is onboarded smoothly and handed over into BAU support with clarity, structure, and confidence.

This role combines technical credibility, operational leadership, and customer-facing service management. You will own service outcomes, SLA performance, onboarding quality, and continuous improvement while supporting and enabling technical teams to perform at their best.

Duties & Responsibilities

Service Delivery Management

• Own end-to-end service delivery for assigned managed service customers
• Ensure SLAs, KPIs, and contractual obligations are consistently met or exceeded
• Act as the primary escalation point for service-related issues and major incidents
• Conduct regular service reviews with customers, including reporting and roadmap discussions
• Drive service improvement plans where performance falls below expectations

New Business Onboarding & Transition to BAU

• Lead the technical and operational onboarding of newly won customers from Sales
• Act as the central coordination point between Sales, Projects, Engineering, and Service Desk teams
• Ensure onboarding activities are delivered in line with agreed scope, timelines, and commercials
• Oversee creation and validation of onboarding documentation, including:
  - Technical designs and architectures
  - Support models and escalation paths
  - Asset, licensing, and configuration records
• Ensure a clean, structured handover into BAU support for technical teams
• Build strong, trusted relationships with customer stakeholders at all levels
• Partner closely with Sales to support deal transitions and manage expectations
• Work collaboratively with internal technical leads to align service delivery with customer needs
• Provide clear, confident communication during incidents, onboarding, and service changes

Operational Excellence & Continuous Improvement

• Monitor service performance metrics and identify trends or recurring issues
• Drive continual service improvement initiatives across people, process, and technology
  
• Support the development and optimisation of onboarding frameworks and runbooks
• Ensure accurate documentation within PSA, documentation platforms, and monitoring tools
• Champion ITIL-aligned best practices across service delivery and transition

Leadership & Team Enablement

• Support and mentor technical team members from a service delivery perspective
• Provide clear direction during onboarding and high-impact service events
• Foster a culture of accountability, ownership, and customer-first thinking
• Work closely with the Head of Managed Services on capacity planning and service maturity
• Proven experience in a Service Delivery Manager / Technical Service Manager role within an MSP
• Strong understanding of managed services, SLAs, and customer support models
• Demonstrated experience onboarding new customers into managed service environments
• Solid technical background across Microsoft-based environments (M365, Azure, AD, networking fundamentals)
• Excellent stakeholder management and customer-facing communication skills
• Strong organisational skills with the ability to manage multiple concurrent onboardings
• Experience working with PSA tools (e.g. HaloPSA, Autotask, ConnectWise)
• ITIL Foundation or higher
• Experience working closely with Sales and Pre-Sales teams
• Exposure to security frameworks and MSP security tooling
• Project management experience or certification
• Experience in high-growth or scaling MSP environments

At Techary, we embrace a family culture and believe in working as a team to overcome any challenge we face.

Employee benefits include:

• 25 days leave per annum
• Birthday as an additional day's leave
• Support for Professional Training (Microsoft, Cisco etc)
• Private Medical Insurance, including gym discounts, dentist and optical cashback schemes
• Free breakfast, snacks and drinks
• Lunch provided Friday

Job Type: Permanent

Equal Opportunities & Diversity Policy

Techary is committed to promoting equality of opportunity for all staff and job applicants. We aim to create a working environment in which all individuals are able to make the best use of their skills, free from discrimination or harassment and in which all decisions are based on merit.

Full details of Techary's Equal Opportunity Policy are available upon request.