Job Title: Head of Technical Operations

Job Reference: BR_2684

Location: West Sussex, Worthing, Pulborough

Salary: £60k plus benefits

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.