Technical Service Manager

VSHN has customers of different organizational and technical complexity. For some customers it’s best to have only a Service Manager which can cover all technical aspects, while for others the organizational aspects of the Service Manager role can be quite intensive, might require special skills, and a bigger time budget. For those cases it makes sense to split the technical part into a separate Technical Service Manager role, carried by another person.

The Technical Service Manager is an additional role to the Service Manager for some customers. The Service Manager acts on a higher (organizational) level only, and doesn’t need to know the setup of a customer in technical detail.

This role knows the customer personally (usually technical staff) and technically (requirements, platform and services) to act as the tech lead internally and for the customer for technical decisions, help with triage, etc. The main responsibility of this role is to have an overview of the overall technical setup, and to know how changes and projects can impact the existing situation.

For customers with a Technical Service Manager, any technical duties shift from Service Manager to this role–but this always happens through coordination and committment between the Service Manager and the Technical Service Manager.

Duties

Be
  • The tech lead for the services VSHN is responsible for the customer.

  • The VSHN internal tech lead for technical questions, help with triage and incidents.

Coordinate
  • With the Service Manager.

  • With Project Managers and Product Owners.

  • Knowledge transfer and design decisions, for example:

    • Liaise with the relevant engineers to solve a problem

    • Ensure technical knowledge distribution, VSHN-wide

  • Incident handling.

Overview
  • Of the technical impact of projects and changes to the existing setup and service quality.

Ensure
  • Platform and service documentation is up to date; coordinate effort to fix where needed.

  • Customer contacts (focused on projects and operations) are up to date in our documentation (ERP).

Refine
  • Unclear customer tickets (should Triage not be able to do so).

Support
  • Managing priorities and changes together with the Service Manager, for example sorting out "nice-to-haves" in favor of solving problems to prevent future incidents.

  • Project Managers with current projects (give technical advice, work out concepts, etc.).

  • Sales (new projects or services for existing customer, help with technical concepts during pre-sales).

  • Other engineers with knowledge.

Out of Scope

A Technical Service Manager isn’t:

  • Automatically the project manager for new projects for the customer.

  • Implicitly the one solving incidents or writing incident reports.

  • The role controlling monthly invoicing.

  • The role coordinating contract or pricing related matters.