Job Specifications
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 have 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
Stakeholder & Customer Management
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
Essential Skills
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)
Desirable Skills
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
Benefits
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 Insura
About the Company
At Techary, we believe technology should move as fast as your business. That’s why we deliver “Technology, done differently” redefining how technology is procured, implemented, and supported globally. We challenge the traditional MSP model, providing a truly end-to-end IT solution that helps our customers scale, innovate, and drive growth. From managed services and security to lifecycle management and global logistics, we partner with customers to ensure their technology isn’t just managed but is a driver of competitive adva...
Know more