Td Synnex
TechnicalPracticeManager
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“Technical Practice Manager at Td Synnex. Skills: Technical Delivery, Service Quality, Customer Satisfaction, Team Leadership. Lead technical delivery of customer-facing support. Manage Level 2+ engineering teams”
What You'll Achieve.
ensuring exceptional service quality; customer satisfaction; compliance with vendor collaboration programmes; highest standards of reliability and security; performance metrics are met or exceeded; customer value; delivery standards are met; continuous improvement; consistent service quality; enhance customer experience; delivery models
Industry & Context.
swift and effective resolution
What They're Looking For.
Must Have
management experience leading technical teams in IT services or infrastructure support, technical background in enterprise IT systems, time management and prioritisation skills, communication and interpersonal skills, Experience with Power BI, Experience with Excel, High attention to detail and accuracy, Customer-focused mindset
Nice to Have
Knowledge of TD SYNNEX’s product and technology portfolio, IT industry knowledge, Commercial/product experience in a technology business
What You'll Do.
Lead technical delivery of customer-facing support
Manage Level 2+ engineering teams
Support and maintain critical IT systems
and deploy innovative service offerings
Deliver exceptional technical support
Act as senior escalation point
Manage support for enterprise-grade technologies
Ensure systems reliability and security
Maintain technical alignment with vendor programmes
Ensure certification standards are met
Leverage vendor partnerships
Collaborate to design and launch new services
Provide technical input for feasibility
Lead rollout of new services
Monitor performance against SLAs
Implement best practices and SOPs
Identify and mitigate operational inefficiencies
Shape service strategy and innovation
Provide insights and recommendations
How You'll Work.
Team & Collaboration
working closely with our services product team; Collaborate with the services product team and vendors; Work with leadership to shape service strategy
Communication Scope
communication and interpersonal skills; ability to influence at all levels
Full Job Description
**Job Purpose** Lead the **technical delivery** of customer-facing support and managed IT services across enterprise-grade infrastructure, ensuring **exceptional service quality** , **customer satisfaction** , and **compliance with vendor collaboration programmes**. You will manage **Level 2 + engineering teams** responsible for supporting and maintaining critical IT systems — including **firewalls, storage, virtual machines, and cloud platforms** — while working closely with our services product team and technology vendors to design, develop, and deploy **innovative service offerings**. **Key Responsibilities** **Customer-Focused Service Delivery** * Deliver **exceptional technical support** and managed services to external customers. * Act as a senior escalation point for complex technical issues, ensuring swift and effective resolution. * Build and maintain strong customer relationships, fostering trust and long-term partnerships. **Team Leadership & Management** * Lead, mentor, and develop Level 2+ technical engineers, promoting a culture of accountability, innovation, and excellence. * Conduct regular performance reviews and create tailored professional development plans. * Align team objectives with customer needs and TD SYNNEX’s strategic goals. **Enterprise Infrastructure Oversight** * Manage support for enterprise-grade technologies including **firewalls, storage systems, virtual machines, and cloud infrastructure**. * Ensure systems are maintained to the highest standards of reliability and security. **Vendor Collaboration & Programme Compliance** * Maintain technical alignment with vendor collaborative programmes. * Ensure certification standards and performance metrics are met or exceeded. * Leverage vendor partnerships to enhance service offerings and technical capabilities. **Service Development & Deployment** * Collaborate with the services product team and vendors to design and launch new support and managed services. * Provide technical input to ens
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