Head of Technical Services

**Job Title**: Head of Technology Services

**Location**: Hybrid - can be based in Cardiff, Worcester, Liverpool or Chester

**Salary**: Up to £70,000 Depending on experience

**Contract type**: Permanent

About the role

The Head of Technology Services will be responsible for managing the resources within the Technology Services teams. These teams are made up of 3rd line technical support and deployment engineers, engaged in a range of operational delivery tasks including management and maintenance of our customers’ technical environments, small project deployment and management of technical escalations. They are accountable for ensuring that all security standards set are adhered to for all supported services.

As Head of Technology Services, you will deliver strong technical dependency management and control of support and deployment standards. Working with the Head of Support, you will ensure that 3rd line technical resources are available to provide SLA-driven support to customers and internal IT requirements.

You will have experience of managing technical resources and will have a proven track record in delivering technical support, proactive maintenance and governance. You will ensure that the function has the correct skillsets and capabilities to deliver and that Arrow Group maintains it accreditation and position as a trusted delivery partner for its customers.

As the Lead accountable for technical delivery, you will ensure that your function supports pre-sales activities in bids, maximising the potential of our operational service management and engineering delivery capability. You will set the standards for solutions and improving quality and accuracy to minimise rework and streamline operational delivery.

This is an incredibly impactful role in a successful, mission driven B2B company. You will have growth opportunities and be able to collaborate closely with other creative and engaged team members.

What you’ll do
- Manage a multi-disciplined team of engineers and support staff
- Hold regular 1:1 meetings with Team members, to include personal development reviews
- Ensure training and product awareness is maintained to the level required by the business
- Facilitate regular team meetings in order to communicate relevant information, track actions, receive and review team updates and cover all mandatory issues, such as Health & Safety
- Monitor and review the performance of your engineers against agreed standards and objectives
- Provide support to the Head of Projects and Head of Support to ensure resource allocation of project tasks, BAU work and incidents.
- Manage resource and skillset availability against business pipeline
- Oversee the successful execution and monitoring of the operational activities ensuring customer and internal services are running with optimal efficiency.
- Report against KPIs, including reducing delivery times, development and other costs by increasing efficiencies; identifying and reducing duplication of effort; standardisation and automation
- Drive the implementation of business initiatives and improvements with a focus on industry practices and trends
- Own quality issues in your area
- Support the Pre-Sales function and set the standards for quality solution delivery
- Be part of the on-call Duty Manager rota

What we are looking for?

Essential
- Ability to lead and manage multi-skilled technical engineers.
- Evidence of good grounding in technical areas including:

- M365 and Azure
- Infrastructure services, Wintel, storage, backups, DR
- Networking
- Customer service skills with strong customer focus
- Analytical & systematic approach to problem solving
- Strong communication skills
- Coaching & motivation

Desirable
- Experience of managed services industry
- CloudOps experience
- ITIL foundation
- Experience of project management best practice

Who are we?

Arrow has 25 years’ experience in Telecoms and IT services and has a nationwide presence with offices across the UK.

As one of the UK’s leading independent IT and communication experts our mission is to deliver a seamless technology experience to all end users. To make that vision a reality, we need bright, tenacious and inspiring talent to help drive our performance, growth and achieve this mission.

To make us successful we focus on strong communication, a culture based on fun, trust and collaboration. We have created a modern workplace environment, which is full of engaged, energetic, positive and curious people whose productivity, resilience and wellbeing allow them to thrive.

In 2021 we were awarded the People Insight’s Outstanding Workplace Award, which celebrates organisations building positive workplace cultures and acting on employee feedback to spark positive change.

Why Work for Arrow?

At Arrow we are committed to creating an excellent employee experience. Our employees, culture and additional benefits all make Arrow a great place to work. Come join us

We offer a wide range