Technical Service Manager

TL;DR

Technical Service Manager: Serving as the primary point of convergence between client relations and technical execution of operational support with an accent on maintenance contract compliance and L2 team coordination. Focus on managing complex client escalations, ensuring SLA adherence, and bridging the gap between R&D and operational delivery teams.

Location: Must be based in Poole, UK

Company

hirify.global is a global team transforming urban mobility by guiding communities towards more livable cities.

What you will do

• Act as the primary point of escalation for clients during major incidents and lead technical committees.
• Guarantee compliance with SLAs and monitor KPIs to ensure service quality.
• Manage the internal execution of maintenance contracts, including technical decisions and scheduling.
• Coordinate actions between Support, R&D, and Delivery teams to ensure smooth transitions.
• Identify risk or opportunity areas for contract amendments to increase revenue and margins.
• Supervise the technical support team by prioritizing and tracking tickets in Jira or ServiceNow.

Requirements

• Must be based in Poole
• Minimum of 5 years of experience in operational B2B/B2G contract management and technical coordination.
• Master’s degree in Engineering, IT, or Project Management.
• Strong knowledge of system architectures and ticketing tools like Jira or ServiceNow.
• Proven ability to manage crisis situations and demonstrate assertiveness under pressure.
• Excellent communication skills for managing external client expectations and internal constraints.

Culture & Benefits

• Opportunity to work in a global team transforming urban mobility.
• Focus on values-driven work environment emphasizing curiosity, focus, and collaboration.
• Engagement in high-impact projects within the public transport and ticketing industry.