Head of Technical Operations: As a rapidly growing cloud-based product business we seek a Head of Technical Operations to develop, lead and motivate the technical support team building value-added services.
As an experienced Head of Technical Operations you will be responsible for:
·Technical Support: ensure all technical support requests are logged, tracked and resolved quickly and professionally, within agreed SLA’s
·Cloud Platform: management and maintenance of our Cloud platforms and associated technologies
·Maximise uptime and minimise any disruption to service
·Training: develop, maintain and run an effective training programme
·Ensure all reseller engineers are fully equipped to install and maintain our product portfolio
·Services: develop and deliver a range of value-added services to address identified needs
·Achieve agreed service revenue targets
·New Product Introduction: manage the technical element of all NPI, ensuring new products are fully tested, field trialled
·Implement and maintain suitable systems and processes to ensure full visibly and reporting
·Manage all customer issues and escalations quickly and professionally
·Liaise closely with suppliers where appropriate to achieve rapid resolution
·Promote a strong customer centric culture within the technical team
As someone who has worked as a Head of Technical Operations you background will include the following:
- Experience managing technical teams within an outsurced/ managed services environment
- Ability to develop and implement quality process that ensure a high quality service
- Design, deploy and develop systems to manage and report on all aspects of a service delivery team
- Excellent knowledge of voice, network, associated application and cloud service technologies
- Strong communications skills are required
- Excellent customer facing skills and the ability to work under pressure
- Ability to work well as part of a team, as well as using initiative to resolve problem and deliver excellent customer service
- Experience of hiring and building a team of technology experts.
As well as an excellent base salary this role of Head of Technical Operations comes with a good benefits package.