Information Technology Technical Services Manager (IT Manager)

Overall Job Purpose:

The Technical Services Manager (TSM) will provide high level technical management for Data Centre Services and its customers. Split between operational and technical services, providing IT management across platforms, technologies, processes and services.

Main Duties of Job:

· Ensure optimal running of all technical operations and services for all data centre customers.

· Interaction with customers, account managers, technical teams and 3rd parties in order to guarantee quick and accurate response to major incidents.

· Challenge technical experts in a reasoned and logical manner to explore all possible solutions to an incident.

· Guide the problem management team in order to improve processes and ensure technical focus in order to drive problem records down across data centre services.

· Lead technical customer discussions. Do this with the best possible outcome as your main priority.

· Provide advice and guidance to the technical specialist team and act as an escalation point within the function where required.

· Track, record and actively monitor a customer technical risk log across all Customer IT solutions in order to recommend service improvements and drive forward the best solution and service for the customer.

· Oversee technical documents/ matrix management covering infrastructure/storage/network in order to lead multiple technical teams as part of any major incident.

· Design and production of documentation to a high level including technical drawing, process models, customer communications and major incident reporting.

· Lead technical and process guidance plus make recommendations across Incident, Problem and Change management within Data centre Services.

· Recommend actions and inputs plus always be looking to visualise the value add on Data Centre technical road maps and future states.

· Adhere to all company policies and processes as communicated by line management in accordance with corporate ISO accreditation levels.

· Support and where necessary be part of an Out of Hours Management escalation process.

Skills, Knowledge & Experience:

· Excellent all round IT knowledge preferably with a specialist skill set in one complete technology area (i.e Networking, Storage, Virtualization, Application, Microsoft etc.)

· Comprehensive understanding of multiple technologies and the elements of an End to End service (Workstation, Application, Network, Virtualization, Storage)

· Certifications (vendor) in any of the above technology areas (Storage, Networking, Infrastructure).

· Inspire, lead and provide guidance to technical engineers and teams in best practice in IT operational environments.

· Ability/experience to break down an incident into technology and service components to methodically work with technical teams to plan and restore IT services

· Good English communications skills, both oral and written.

· Choose the correct choice of wording on technical or solution information dependant on the audience.

· Customer facing experience as you will be working with technical, process and customer facing documentation.

· Broad documentation writing skills covering both technical and customer.

· Confident character with the ability to deal effectively at both senior level management and junior technical level.

· Commitment to exceed customers’ expectations.

· ITIL knowledge/accreditation specialising around operational Incident/Problem and change management.

Report Line

· Report Line: This position will report to both UK & Vietnam Managers.

· Direct Report: Manage team upto 10 members including Infrastructure, Network, IT Supports.