We are seeking a Permanent Technical Support Manager for a leading Intralogistics company to oversee the international support services related to warehouse automation and control systems. This role, based in the UK with a global remit, requires managing the day-to-day functioning of support operations across multiple regions including the UK, Europe, Canada, and Australia. The successful candidate will be responsible for ensuring service performance, SLAs, KPIs, incident management, and escalation procedures are consistently met across third-party suppliers, OEMs, and internal teams. The role demands strong coordination skills to manage multi-region, multi-partner support models, maintaining standards without direct line management. This is a service-management position, focusing on the optimisation and governance of support processes, continuous improvement, and stakeholder communication, in alignment with ITIL principles. The candidate will act as the primary point of escalation and process ownership to ensure consistent service delivery and high performance across all regions and partners.
- Proven experience in managing technical support or service desk functions within automation, controls, or similar engineering environments.
- Strong understanding of SLA management, KPIs, incident and escalation management, preferably with ITIL certifications or equivalent.
- Experience coordinating third-party suppliers, OEMs, or delivery partners, particularly in multi-region or international contexts.
- Technical literacy concerning warehouse automation, WCS, PLC, and control systems, with ability to challenge diagnoses and engage technical teams.
- Excellent communication skills for leading service reviews and presenting performance metrics to technical and business stakeholders.
- Demonstrated ability to manage multiple teams, regions, and stakeholders effectively, maintaining governance discipline and process standardisation.
This role offers the opportunity to lead and shape the support functions of a global industrial automation provider. Benefits include exposure to cutting-edge warehouse control technologies, a collaborative multi-region team environment, and prospects for professional growth in a fast-evolving sector. Our client values continuous improvement and sustainable service delivery, providing a supportive environment for innovative service management. This is an excellent opportunity to apply your skills to a high-impact role that drives operational excellence on a global scale.