SDE Consultant
About this role
Service Delivery Consultant
We are looking for a highly skilled and motivated Service Delivery Engineer to join our Managed Services team. This is a pivotal role responsible for ensuring the smooth, reliable delivery of IT services and infrastructure to our customers.
You will combine strong technical expertise with proactive service management and excellent client communication to consistently meet and exceed service-level agreements (SLAs). Acting as a senior technical escalation point, you’ll play a key role in maintaining service quality, driving continuous improvement, and building trusted customer relationships.
Responsibilities:
- Leading proactive support, technical delivery, and ongoing management of Managed Services
- Monitoring customer platforms to identify and resolve availability, capacity, and performance issues
- Acting as the final technical escalation point for complex incidents and problem management
- Supporting the design, planning, and implementation of Managed Services solutions
- Collaborating with Account Managers and Sales teams to scope and transition new opportunities
- Managing technical change, ensuring proper logging, monitoring, and compliance
- Maintaining accurate technical documentation, including processes and diagrams
- Supporting service transitions for new customers, including connectivity, monitoring, and management setup
- Working closely with Project Managers, Consultants, and customer stakeholders to ensure seamless delivery
- Driving continuous service improvement and providing proactive technical guidance
Essential Skills & Experience
- Strong technical background with hands-on experience in:
- Networking technologies (Juniper, Cisco, Aruba)
- Routing, switching, and wireless technologies
- Firewalls (Fortinet, Cisco, Palo Alto, Check Point)
- VLAN configuration and network routing
- DNS, DHCP, and certificate services
- Network Access Control (Cisco ISE / Aruba ClearPass)
- VMware ESX hosting
- ITSM tools (e.g. ServiceNow)
- Experience working in a Managed Services environment
- 3–5 years in a 3rd Line Infrastructure (or similar) role
- Proven experience working with senior stakeholders and customers
Desirable
- Cisco CCNP (or equivalent)
- Knowledge of Cyber Essentials / ISO 27001
- Experience with Infoblox DDI
- ITIL v4 Foundation
- Experience managing Major Incidents, Change, and Problem processes
- Security clearance (BPSS or SC)
Company at a glance
Roc Technologies delivers transformational IT solutions to public and private sector organisations across the UK.
We are a team of brilliant minds, bringing together highly secure infrastructure, advanced cyber security, intelligent automation and modern cloud services, all supported by our 24/7 Managed Services Operations Centre.
Our expertise is backed up by some of the UK’s most rigorous data and security accreditations; we’ve earned the trust of the nation’s largest and most complex organisations and have safeguarded their most sensitive data for over a decade.
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