Technical Services Director

3 weeks ago


Marston Green, Solihull, United Kingdom Flooid Full time

Job Summary

We are seeking a highly skilled Technical Services Director to lead our technical teams within the Service Operations department. The successful candidate will be responsible for ensuring customers receive excellent levels of service by maintaining, improving, visualising, troubleshooting and delivering technical cloud environments.

Key Responsibilities

  • Leading multiple technical teams, including facilitating tactical activities and longer-term strategic planning to ensure customers always receive the best outcomes for complex 365/24/7 businesses
  • Agreeing, updating, monitoring and achieving KPIs and SLAs that span multiple teams, customers and tech stacks
  • Taking full leadership for key customers for all technical and operational issues and improvements. Work closely with stakeholder teams to ensure a joined-up approach
  • Working closely with the delivery team to ensure that the balance between agility, reliability and efficiency are correct and that the customer and operational considerations are always considered
  • Representing operational interests with multiple stakeholders, including significant global customers and ensuring the right decisions are made to ensure stability and availability
  • Managing capacity across teams and infrastructure to ensure that Flooid is able to continue to grow and deliver services to an increasing number of customers
  • Ensuring the technical teams have the right mix of skills for both current and future scenarios and working to develop individuals as required

Requirements

  • In depth technical expertise and experience in a similar role
  • Extensive management and leadership experience
  • Deep experience in at least 3 of the following:
    • Google Cloud Platform
    • Cloud architecture
    • Kubernetes
    • Networking (including VPN, firewall & routing)
    • Designing and operating SaaS in the cloud including high availability, redundancy and capacity
    • Other cloud platforms (eg Azure, AWS)
    • ITIL
    • Linux OS / Windows OS
  • Proven ability to work alongside and build strong working relationships with large blue-chip companies
  • Ability to understand and distil complex information into high level views and reports for a variety of audiences with excellent customer facing communication skills
  • Commercial mindset to be able to understand the cost implications and potential optimisations of our teams, technologies and management of cloud environments
  • Excellent stakeholder management and ability to work with a variety of people and teams at different levels
  • Dynamic and proactive approach to resolving issues
  • Working understanding of ITIL and experience of designing and improving processes that span multiple teams and departments
  • Working as part of an out of hours rota and managing teams and rotas to ensure the right level of cover is provided at all times


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