• Location: Edinburgh, Scotland
  • Salary: £60000 - £70000 per annum + 3 days remote
  • Technology: Microsoft Azure Jobs
  • Job Type: Permanent
  • Date Posted: 9th Feb, 2021
  • Reference: OM02938JFI

Operations Manager - Up to £70k DOE

Edinburgh (3 days remote post covid)


As part of ongoing growth, my client is seeking a Technical Operations Manager (or Head of Technical Operations for a suitable experienced candidate). This is a key role in their leadership team, and is responsible for the effective, proactive and smooth running of the Services delivered to customers 24x7. This is a hands on role, leading a strong team of AWS engineers.


AWS skills are a must, and experience working in a managed service environment, with a strong commitment and experience of service process, leading class customer experience, and driven by customer KPI's.



  • Maintaining our industry leading NPS score

  • Maintaining a culture of Customer First

  • Ensuring that our Managed Services and our response, exceed our customers expectations

  • Responsible for our 24x7x365 service delivery

  • Maintaining a competitive edge in the quality and innovation of the services we deliver

  • Ensure we are a trusted and valued partner to our customers, lead a proactive engagement with our customers, and we use our expertise to enable our customers to be Always Ahead in their market

  • Managed Service

  • Ensuring the smooth and effective onboarding of our customers

  • Responsible for our support and ticketing platform

  • Defining and reporting on our Service Metrics to the management team

  • Responsible for the consistent, and effective deployment of our service management processes and platforms: service monitoring, alerting & escalation, patching, performance monitoring, incident management, change control

  • Applying continual service improvement practices into the business

  • Managing our incident response procedures

  • Ensuring the end to end delivery of the structure proactive Managed Services to our customers

  • Constantly identifying opportunities to be proactive in support of our customer platforms

  • Ensuring we deliver effective & structured Service Reviews to our customers

  • TechnologyRoadmap & Systems

  • Responsible for our corporate CRM platforms and customer systems

  • Bringing best practice into all our approaches to technology & systems

  • Leading within the company on developing and define our approach, delivering best practice, as well as constantly improving our delivery platforms:

  • CRM, service desk structure, support & ticketing, alerting, monitoring, CRM, document management & knowledgebase

  • Drive adoption of new approaches, tools, platforms, processes and automation this improve on the way we work

  • Reporting

  • Embedding a service culture, driven by KPI's, SLA's, targets and quality of service measures

  • Reporting regularly to the management team and Board on all the key Service Desk & Managed Service Metrics

  • Ensuring that we have fully documented procedures and processes

  • Setting targets and service standards for the team and business


To apply for this role, please send an up to date CV to o.king@nigelfrank.com or call for a confidential chat on 0191 814 7785

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