Technical Service Manager

**A bit about us**

At Waterstons, we don’t just build technology, we create meaningful business transformations. With a global presence spanning the UK and Australia, we partner with businesses to unlock their full potential through innovative solutions.

In Australia, we’re a growing team of 15 backed by a global network of 250+ experts. Our clients tell us our people are our greatest strength, and who are we to disagree? That’s why we invest in our team with unlimited holidays, flexible working, and private healthcare, because we believe the best work happens when people feel valued.

Our culture is built on care, integrity, and excellence. We genuinely enjoy working together to make a difference. And did we also mention that we’ve been awarded Gold Investors in People for a fourth consecutive time?

**What You’ll Be Doing**

We’re looking for a Technical Service Manager who’s passionate about helping clients get the most out of their technology. This isn’t just about fixing problems, it’s about building strong relationships, understanding client environments, and driving meaningful improvements.

You’ll spend about half your time on-site with clients (mostly in Sydney, but occasionally interstate), and the rest working with our engineering team to review performance, spot patterns, and deliver smart solutions.

**Your Day-to-Day**
- Be the go-to technical contact for your clients, building trust and long-term partnerships
- Run regular service reviews and provide clear, actionable reports
- Spend time on-site (~50%) to stay close to client needs and ensure smooth delivery
- Analyse support data to identify recurring issues and drive proactive fixes
- Work closely with engineers to ensure technical delivery is seamless and effective
- Handle escalations and help resolve complex challenges
- Level of onsite technical support for clients
- Contribute to service design and help shape how we grow in Australia

**What we're looking for**

If some (or most) of the following sound like you, we'd love to hear from you:

- Solid technical experience across Microsoft 365, infrastructure, and networking
- A problem-solver who looks beyond quick fixes to find long-term improvements
- Analytical and proactive, able to spot patterns and anticipate client needs
- Comfortable presenting reports and translating tech into business outcomes
- Someone who enjoys working closely with clients and building strong relationships
- A team player who shares our values of care, honesty, and collaboration

**Nice to have**
- Previous experience in a service management role
- Certifications (ITIL, Microsoft, Cisco)
- Familiarity with vendor management and service improvement frameworks

**How We Take Care of You**

As well as offering a competitive salary, we have an attractive benefits package including:

- A healthy work life balance with flexible and agile working being the norm
- Unlimited holiday allowance
- Room to grow with supported development opportunities and sponsored training
- Enhanced family policies
- If you ever need it, company sick pay
- Supported wellbeing with regular initiatives and an employee assistance programme
- Access to perks and discounts on shopping, fitness, travel, and more through our employee rewards platform

Waterstons is committed to creating and an inclusive, understanding, and flexible place to work. We value diversity, equality and inclusion and encourage everyone to 'bring their whole selves' to work. We believe that a company that works to truly embrace and value diversity, create an environment where everyone from any background can do their best work, and feel valued and appreciated is a better company to work for.

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