Technical Operations Director

3 weeks ago

London, Greater London, United Kingdom ITS Technology Group Full time
Job Title: Technical Operations Director

About Us: ITS Technology Group is a leading provider of innovative technology solutions. We are seeking an experienced Technical Operations Director to lead our technical operations team.

Salary: $120,000 - $180,000 per annum, depending on experience and qualifications.

Job Description:
The Head of Technical Operations will oversee the daily technical operations of the ITS organisation, ensuring efficiency, reliability, and scalability of all technical services and systems. This leadership role involves managing network, systems and cloud infrastructure, IT services and technical support teams, while working cross-functionally across departments to optimise processes, enhance performance, and drive strategic initiatives. The ideal candidate will combine strong technical expertise with leadership skills, putting our customer at the heart of everything we do, whilst managing a high-performing technical operations function in a fast-paced, dynamic environment.

Key Responsibilities:
  1. Lead and manage the entire technical operations team, including IT and systems operations, network operations, and technical support.
  2. Develop and execute a comprehensive technical operations strategy that aligns with the company's business goals and growth objectives.
  3. Drive operational excellence by establishing KPIs, ensuring the efficiency, scalability, and security of technical services and systems.
  4. Collaborate with senior leadership to drive the adoption of new technologies and continuous improvement initiatives.
  5. Oversee the planning, deployment, monitoring, and maintenance of the ITS infrastructure estate.
  6. Ensure uptime, reliability, and availability of all OSS/BSS systems and platforms and network devices, centrally managed in our IOC, implementing preventive measures and resolving any technical issues promptly.
  7. Establish and maintain IT service management processes (incident, change, problem management) to ensure smooth operations.
  8. Accountable for e2e change management process and strategy across all platforms.
  9. Capacity management of access, edge and core network infrastructure.
  10. Manage the execution of disaster recovery and business continuity plans to minimise disruptions to the business.
  11. Ensure compliance with industry standards, security policies, and regulatory requirements related to infrastructure and data protection.
  12. Lead and mentor a diverse team of technical staff, fostering a collaborative culture that encourages innovation and problem-solving.
  13. Set clear goals, performance metrics, and development plans for the technical operations team to promote accountability and growth.
  14. Oversee resource planning, recruitment, and training for the technical operations department.
  15. Leverage partner relationships and develop a flexible resourcing model.
  16. Create a high-performance work environment by promoting continuous learning and professional development within the team.
  17. Manage relationships with external vendors, suppliers, and service providers to ensure high-quality service delivery and cost-effective solutions.
  18. Develop and manage the technical operations budget, identifying cost-saving opportunities while maintaining service levels.
  19. Identify and implement cutting-edge technologies and best practices that enhance system performance, security, and scalability.
  20. Lead the automation of routine tasks to streamline operations and reduce manual effort.
  21. Prepare and present regular reports to senior leadership on system performance, operational risks, and strategic initiatives.
  22. Ensure the IOC is customer focused 24/7 to provide resolution on all customer related issues within SLA.
  23. Ensure escalated customer issues are owned, resolved promptly and effectively.
  24. Implement programs to proactively identify and address potential customer issues before they escalate.
  25. Use data-driven insights to make informed decisions and forecast future operational needs based on business growth and technology trends.

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