Technical Service Delivery Manager

About the role

Muller's Solutions is looking for an experienced Technical Service Delivery Manager to lead managed IT services across Service Desk, Field Support, and Inventory Management. The role ensures high‑quality delivery, operational excellence, and strong stakeholder relationships while meeting agreed SLAs and KPIs.

Key responsibilities

• Drive SLA and KPI achievement and provide regular performance reports to senior stakeholders.
• Lead and govern Service Desk, Field Support, and Inventory Management teams.
• Coordinate delivery across multi‑vendor and cross‑functional teams.
• Manage shift‑based scheduling and workforce planning.
• Develop and execute individual development plans for team members.
• Oversee incident, problem, and escalation management through structured governance.
• Identify and implement process improvements and efficiency gains.
• Build and maintain strong relationships with internal and external stakeholders.
• Communicate effectively with technical teams, business users, and senior management.
• Lead operational problem‑solving initiatives and continuous service improvement.

Required profile

• Bachelor's degree in Engineering, IT, Computer Science or related field.
• ITIL V4 Foundation certification (mandatory).
• Proven experience managing 30+ member service teams across multiple locations.
• Experience with shift‑based IT support operations.
• Strong knowledge of IT Service Management (ITSM) processes and best practices.
• Hands‑on experience with ServiceNow or similar ITSM platforms.
• Expertise supporting laptops, desktops, mobile devices, and meeting‑room collaboration systems.
• Experience coordinating services in multi‑vendor environments.
• Strong leadership, people‑management and coaching abilities.
• Excellent stakeholder management and communication skills.
• Analytical, problem‑solving and decision‑making capabilities.

Required skills

• ITIL V4 Foundation
• ServiceNow (or similar ITSM platform)
• ITSM process knowledge
• Endpoint technology support (laptops, desktops, mobile devices, meeting‑room systems)
• Multi‑vendor coordination