SDE Consultant

Service Delivery Engineer

We're looking for a skilled and proactive Service Delivery Engineer to join our Managed Services team. This is a senior technical role where you'll take ownership of service performance, reliability, and continuous improvement across customer environments.

You'll act as a key technical escalation point, working closely with customers, internal teams, and stakeholders to deliver high-quality managed services that exceed expectations. This role blends deep technical expertise with strong communication and service management skills.

What You'll Be Doing

• Proactively monitor and optimise customer platforms to ensure performance, availability, and capacity targets are met
• Act as the final escalation point for complex incidents, providing advanced troubleshooting and resolution
• Collaborate with customers and internal teams to drive continuous service improvement
• Support onboarding and transition of new managed service customers, including setup of monitoring, connectivity, and management tools
• Review and manage network changes, ensuring compliance with logging, monitoring, and security standards
• Maintain accurate technical documentation, including diagrams and operational processes
• Work alongside Account Managers and Sales teams to scope and support new opportunities
• Provide technical leadership across problem management and complex change activities

What We're Looking For Essential Skills & Experience

• Strong 3rd Line / Infrastructure experience (3-5 years minimum)
• Experience in a Managed Services environment
• Expertise in networking technologies including:
  • Juniper (Mist), Aruba, or Cisco (switching, routing, wireless)
  • VLANs, DNS, DHCP, and certificate services
  • Firewalls (Fortinet, Cisco, Palo Alto, Check Point)
• ESX / virtualisation experience
• Network Access Control (Cisco ISE / Aruba ClearPass)
• Familiarity with ITSM tools (e.g. ServiceNow)
• Confident working directly with customers and senior stakeholders

Desirable

• Cisco CCNP (or equivalent)
• ITIL v4 Foundation
• Knowledge of Cyber Essentials / ISO 27001
• Experience with Infoblox DDI
• Experience managing change, problem, and major incidents
• Security clearance (BPSS or SC)