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.