Technical Lead

Our IT Managed Services business enables customers to innovate, transform, and seize new opportunities. The Technical Operations function underpins this mission by delivering enterprise-grade, 24x7x365 technical support to mid-market clients across both public and private sectors.

The Technical Operations team is integral to our ITIL v4-aligned service model, which leverages ServiceNow automation and agentic AI. We deliver a centralised, knowledge-driven shared service—engineered for speed, consistency, and technical excellence through systemised quality control and accessible, authoritative knowledge.

• Act as the named operational technical lead for a group of customers, building trust and maintaining deep familiarity with their estates, including critical infrastructure, key business services, and their interdependencies.
• Support ServiceNow CMDB data quality by advising on configuration item grouping, in alignment with the CSDM. Ensure estates are accurately mapped to support lifecycle awareness, operational planning, and service continuity.
• Routinely consult with pre-sales and account management about CIs approaching end of life and update risk registers as necessary.
• Maintain proactive engagement with internal delivery teams to ensure customer context is understood and reflected in the resolution of technical issues and service activity to drive service excellence and continuous improvement.
• Lead operational input into Change processes, representing customers in the Change Advisory Board (CAB) and ensuring changes are well-governed and documented.
• Participate in the 24x7 on-call rota for technical leadership, providing guidance and direction during high-priority incidents and P1 bridge calls.
• Contribute to root cause investigations and support Major Incident processes, working closely with ITIL-aligned functions. Ensure post-incident reviews for P1 and P2 incidents are completed with operational insight, and that customer-facing summaries are validated with estate-specific context.
• Provide technical governance and oversight in the review of security and penetration test findings, collaborating with relevant teams to assess risk, prioritise remediation, and define actionable next steps aligned with security best practices and customer-specific requirements.
• Act as the technical operations representative in customer service reviews, taking ownership of follow-up actions while effectively delegating execution and maintaining accountability for outcomes.
• Be an advisor to internal teams on the operational documentation required to support customer estates—ensuring that expectations around content, accuracy, and availability are clearly communicated and aligned with service needs.
• Provide customer context to governance reports generated by other teams.

• Exceptional communication skills—both verbal and written—with the ability to engage effectively at all levels of the organisation and articulate messages for diverse audiences.
• A proactive and disciplined mindset—self-motivated, resilient, and consistently focused on delivering high-quality outcomes.
• Strong expertise in Microsoft Active Directory domains and Azure environments.
• Experience with virtualisation technologies, particularly VMware vSphere and ESX.
• Solid understanding of networking principles and security best practices.
• Proven ability to resolve complex, cross-functional incidents involving infrastructure, cloud platforms, and modern workplace services.
• Working knowledge of ITIL processes, including Incident, Problem, Change, and Configuration Management (CMDB).
• Advanced analytical skills, with the ability to interpret and act on reports across technical and operational domains from multiple data sources.

Experience in the following areas is advantageous:

• Familiarity with generative and agentic AI technologies, and their effective application in technical environments.
• Experience working within a shared services model, supporting multiple clients across various sectors.
• Skills in automation and scripting, with a focus on developing repeatable deployment processes using tools such as PowerShell.

Wellbeing that means something

• 26 days' holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year
• Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave
• Robust sick pay of up to 13 weeks full pay + 13 weeks half pay
• 24/7 Employee Assistance Programme for confidential support
• Private medical insurance for everyone, no medical-history exclusions

Financial benefits that have your back

• Group-wide performance bonus, when we win, you win
• Income protection: up to 75% salary for 5 years if you ever need it

Grow your career with us

• SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library
• Access to external training and apprenticeships

Making a Difference 

• MatchIt Fundraise for a cause close to your heart and OneAdvanced will match part of the funding
• Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger

Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including:

• ULEV car scheme with 1,000+ models
• Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover

OneAdvanced is one of the UK's largest providers of business software and services serving 20,000+ global customers with an annual turnover of £330M+. We manage 1.5 million 111 calls per month, support over 2 million Further Education learners across the UK, handle over 10 million wills, and so much more. Our mission is to power the world of work and, as you can see, our software underpins some of the UK's most critical sectors.

We invest in our brilliant people. They are at the heart of our success as we strive to be a diverse, inclusive and engaging place to work that not only powers the world of work, but empowers the growth, ambitions and talent of our people.

To learn more about working at OneAdvanced please click here