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Technical Service Manager

United Kingdom, Poole · Job Posted June 30, 2026
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Job Description

Within Flowbird, the Technical Service Manager serves as the primary point of convergence between client relations and the technical execution of operational support ('Run'). In a highly demanding environment, their main role is to guarantee the execution of maintenance contracts while protecting and functionally coordinating the technical support team (L2). They act as a 'shield' against client escalations and the operational coordinator of technical resolutions.

Job Responsibility

  • Client Relationship Management: Act as the primary and single point of escalation for clients during major incidents, leading technical committees, crisis meetings and backlog arbitration with clients
  • Take ownership of and guarantee compliance with SLAs
  • Monitor key performance indicators (KPIs) to measure service quality and efficiency
  • Produce and analyze trend reports for clients and management
  • Contractual Tracking: identify risk or opportunity areas for amendments (addenda) to increase revenue and margins
  • Assess escalation risks, manage complex and/or contentious conflicts with discretion, and rebuild trust with demanding clients
  • Take responsibility for risk management, including alerting management to any hazardous situations regarding assets and personnel
  • Technical Team Supervision Support: Ensure strict prioritization, assignment, and tracking of tickets (Jira / ServiceNow)
  • Manage the internal execution of maintenance contracts: communication, technical decisions, and tracking of schedules and associated tasks
  • Internal Interface: Coordinate actions between Support, R&D (Engineering), and project deployment (Delivery) teams to ensure a smooth transition from 'Build' to 'Run'
  • Participate in defining and harmonizing global support processes (notably between France, the UK, and Australia)

Requirements

  • Emotional Intelligence and Resilience
  • Unifying Leadership
  • Diplomatic Tact
  • Pragmatism
  • Complex Project Management
  • Technical Background
  • Master’s degree (or equivalent BAC+4/BAC+5) in Engineering, IT, or Project Management
  • Minimum of 5 years of combined experience in operational B2B/B2G contract management and technical coordination (Support/IT)
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