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Technical Service Manager
Technical Service Manager | Flowbird – Poole
As Arrive, we guide customers and communities towards brighter futures and more livable cities. It’s not a challenge anyone could go alone—our people and values sustain us.
We Arrive curious, focused, and together. Just as our entire brand is inspired by the North Star, our guiding values pull us forward:
- Be at your best for our customers
- Empower the cities and communities we serve
- Drive progress for ourselves
As a global team, we’re transforming urban mobility. Let’s grow better, together.
The Role
Within Flowbird, the Technical Service Manager bridges client relations and the technical execution of operational support ("Run"). In a fast-paced environment, their core responsibility is ensuring seamless maintenance contract delivery while safeguarding—and functionally leading—the technical support team (L2).
Think of this role as both a frontline escalation shield for clients and the operational commander steering problem resolutions.
How To Make An Impact
Your key responsibilities:
Client Relationship Management
- Single point of escalation during major incidents, leading technical committees, crisis meetings, and client backlog arbitration.
- Guarantee SLA compliance vigilantly; monitor KPIs to track service quality and operational efficiency.
- Produce analytical trend reports for clients and stakeholders.
- Own the relationship in tense scenarios: manage risks, resolve conflicts, and rebuild trust—even with demanding clients.
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Contractual & Strategic Accountability
- Identify risks or opportunities for contract amendments to enhance revenue/margins (e.g., addenda).
- Proactively identify escalations—mitigate issues before they reach clients, reassuring them through crises.
- Alert senior management to hazards involving assets or personnel, ensuring proactive risk mitigation.
Technical Team Oversight & Execution
- Prioritize, assign and track technical support tickets (via Jira/ServiceNow), enforcing strict timelines.
- Drive internal contract execution—coordinate schedules, communication, and technical decisions with global disciplines.
- Allocate resources, assign tasks, and escalate roadblocks efficiently.
Internal Collaboration
- Facilitate seamless transitions from "Build" (R&D, engineering) to "Run" (Support/Operations), aligning teams across ansible frameworks, projects, and live support phases
- Help harmonize global support processes across time zones (e.g., France, UK, Australia).
- Drive alignment between Support, R&D and Delivery teams to maintain consistency and high standards.
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The Standard
These are the core ingredients:
Emotional Resilience & Leadership
- Strong ability to quickly absorb pressure, manage crises, and remain assertive under stress.
- Unifying leadership skills: Smooth team morale even amidst heavy workload.
- Pragmatic problem-solving: Decide rapidly and from a solution-based perspective (“less talk, more resolution”).
Diplomatic Adaptability
- Exceptional client-facing communication, navigating complex expectations tactfully.
- Bridge internal constraints with external client demands with grace.
Your Background
We seek all-rounders with the following foundational expertise:
- Technical Project Management: Mastery of maintenance contracts, scaling operations, and risk management.
- Support Pipeline Domain: Experience with L2 support, geographically distributed teams, ticketing systems (Jira, ServiceNow), and urban mobility systems (a plus: knowledge of ticketing/public transport platforms).
- Qualifications: A Master’s degree (or equivalent BAC+4/5) in Engineering, IT, or Project Management.
- In-demand Experience: Minimum 5 years combining:
- Operational B2B/B2G contract management
- Technical koordination (Support/IT teams and complex projects)
Location: Poole
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