Technical Operations Manager

Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving transformational change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data, and business applications. We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals. 

About the role: 

Having the right people is essential for us to deliver the exceptional levels of service that our clients deserve. Our skilled team are experts in their field with market-leading experience and accreditation levels.

• Responsible for the performance, quality, and profitability of the Technical Services Team, ensuring operational excellence and alignment with business objectives
• Manage a team of Technical Team Leads, providing leadership, mentorship, and line management duties to drive team performance and development
• Act as the management escalation lead for serious/major incidents, taking ownership and ensuring timely resolution
• Lead all technical aspects of onboarding new customers, projects, solutions, tools, and services to ensure seamless integration
• Maintain standardised and effective support processes, tools and documentation, ensure governance around consistency and quality
• Accountable for ensuring the technical services team are compliant with risk management, issues tracking and CSI
• Ensure effective controls are in place to continually evaluate our service performance, calling out any key risks or issues, and taking ownership where appropriate
• Continually evaluate our service offerings and tools, assessing their fitness for purpose
• Ensure the team is structured and equipped to scale effectively, with resources and processes aligned to current and future business needs
• Ensure the team meets KPIs that drive the profitability of the Technical Services Team in line with Business goals
• Serve as a senior technical point of contact for managed customers, fostering strategic relationships, enhancing customer satisfaction, and ensuring customer feedback drives service improvement initiatives
• Participate in the Duty Manager on-call rota to provide management assistance for incidents outside of normal working hours

Here are the key skills and experience relevant to this role: 

Key attributes:

• Technical Team Leadership experience

• High level of technical understanding in the field of network services and security
• Passion for technology. • Leadership skills to inspire and motivate others
• Strong stakeholder management
• Customer service focus and ability to build strong relationships
• Excellent presentation and communication skills
• Outstanding organisational skills and an ability to adapt in a fast-paced environment
• Commercially astute
• Strategic decision maker
• Team player
• Ability to categorise and manage priorities

At Sword, our core values and culture are based on caring about our people, investing in training and career development, and building inclusive teams where we are all encouraged to contribute to achieve success.

We offer comprehensive benefits designed to support your professional development and enhance your overall quality of life. In addition to a Competitive Salary, here's what you can expect as part of our benefits package: 

Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth. 

Flexible working: Flexible work arrangements to support your work-life balance. We can’t promise to always be able to meet every request, however, are keen to discuss your individual preferences to make it work where we can. 

A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan and more…. 

At Sword we are dedicated to fostering a diverse and inclusive workplace and are proud to be an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement. If you don’t tick all the boxes but feel you have some of the relevant skills and experience we’re looking for, please do consider applying and highlight your transferable skills and experience. We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex, or sexual orientation. Your perspective and potential are important to us. 

If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.