Technical Services Manager

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We are looking for a leader with extensive experince in managing technology, people and operational excellence. If you thrive in a fast-paced, complex environment and know how to balance customer needs with service efficiency, we want to hear from you!

The key aim of this role is to support Flooid in managing our technical teams within our Service Operations department and ensuring customers receive excellent levels of service by maintaining, improving, visualising, troubleshooting and delivering technical cloud environments.

You will act as the Technical Lead for the Operational teams as well as relying on SMEs for individual areas and specialisations.

You will work wityh the Director of Operations to define and measure KPIs and SLAs and take direct responsibility for incidents, problems and project delivery for all Flooid customers, including both cloud and on prem environments which run on a 365/24/7 basis.

Flooid Operations cover a range of roles within Flooid. This covers customer facing support, technical roles all with a focus on customer centricity. They are a vital part of Flooid's service offering and cover a wide variety of tasks from system monitoring, release and deployment to incident management and technical problem solving on a regular basis.

• 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
• Leading, developing and mentoring the teams and individuals to support both theirs and the company's growth and ambitions h additional payments would be made.

Requirements

You will need to bring:

• 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 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

Benefits

• Flexible working - To help you manage your personal responsibilities and interests, we offer a range of flexi-working options, including hybrid working, as well as balancing your work responsibilities with other priorities, like picking up your children, caring for an aging parent or attending important events

• Holidays - In addition to the public holidays, we provide 25 days paid holiday per annum. We also offer the option to purchase up to five days of annual leave.
• A flexible pension - We help you prepare for the future with a salary sacrifice pension and annual personal pension reviews with our external partner
• Company sick pay - We offer piece of mind when you are ill with an enhanced Company Sick Pay policy
• Family benefits - We offer a range of support and benefits including enhanced maternity, adoption and paternity pay, enhanced paternity leave and shared parental leave
• Financial, physical and wellbeing support - To help keep you at your best we provide our team with a health cash plan and if the worst should happen, we have a life assurance scheme
• Access to a discount platform - Treat yourself with discounts and rewards from hundreds of leading retailers, restaurants, and destinations
• Professional subscriptions - We offer reimbursement for professional subscriptions to a relevant institution if it's required to perform your job role
• Charity giving - support a charity of your choice by gifting money directly from your payroll, saving the national insurance contributions you need to pay
• Electric Dreams salary sacrifice scheme in partnership with Octopus EV - An easy to manage and affordable way of leasing a zero-emission electric vehicle
• Cycle to work scheme - Make the most of this tax efficient scheme to improve your commute to work
• Rewarding long service - We provide gifts to our employees who achieve milestone years of service working as part of our team

If you believe you have the skills and experience to carry out this role, although feel you do not meet 100% of the criteria, we encourage you to apply anyway! Research suggests that certain groups of the population will apply for a role if they meet 60% of a roles requirements, while others will only apply if they hit 100% - we encourage applications from anyone with the skills, experience and attributes that will make you a great addition to both the role they are applying and the company overall.

Flooid Ltd. is an Equal Opportunities employer. We are dedicated to fostering, cultivating and preserving a culture of diversity, equity, inclusion, and belonging.