Application Deadline: 11 December 2024 Department: IT Location: Home United Kingdom Description The Technical Operations Support Lead (TOSL) is responsible for the daily support of the Technical Operations Analysts, providing guidance, support, and mentorship to ensure the team's success with a focus on proactive and preventative maintenance activities to help maintain high levels of service quality, efficiency, and customer satisfaction. The TOSL will work closely with other teams to drive continuous improvement initiatives and implement best practices, in particular when it comes to problem management with the overall aim being to reduce the occurrence of incidents and the number of escalations that the Tech Ops Analysts deal with each day. This position is also responsible for workforce management, managing shift patterns across all regions and ensuring smooth handovers between teams. The Tech Ops Lead will promote knowledge sharing and consistency in operations and guidance across all teams. A key responsibility of the Technical Operations Lead is tracking the schedule of tasks to ensure that maintenance activities are completed in a timely fashion and incidents are avoided. This includes ensuring that daily checks and assessment of automated alerts are robustly performed and appropriate actions are taken to avoid advance warnings escalating to incidents, minimise service disruption and ensure business continuity. Key Responsibilities Promote a culture of proactive and pre-emptive problem-management across the wider Service Ops Division. Support the automation–first mindset, identifying opportunities and guidance to help automate processes and reduce manual intervention. Provide ongoing support and mentorship to Technical Operations Analysts, ensuring the team's success through guidance. Ensure adherence to processes whilst continuously identifying patterns and areas for improvement for service enhancement. Coordinate the Technical Operations response to incident escalations ensuring that P1 and Major Incidents have the skillsets and capacity required for rapid resolution Manage resource and ensure the team have the skills and tools needed to be successful and achieve agreed service levels Manage shift patterns to ensure comprehensive coverage and smooth handoffs between teams, optimizing workforce efficiency. Support the teams in Problem Management by providing guidance on complex issues that may require senior or strategic intervention, and act as a facilitator to their progress. Act as a primary contact point for addressing and resolving challenges within the team, ensuring obstacles are promptly and effectively removed. Ensure consistent knowledge and guidance across all operations teams, fostering a learning environment and a unified approach to service delivery. Act as a point of escalation for complex customer service issues. Maintain strong relationships with customers, working with the divisional business teams to ensure we understand and support their requirements. Work closely with other teams and business areas to maintain and improve the service operations frameworks Skills, Knowledge and Expertise Significant experience supporting IT services operations in a large, multinational organisation. Demonstrable experience of shaping enterprise-wide IT Infrastructure Previous experience of standardising, improving and automating technical and service operations. Strong understanding of customer service principles and practices, with an emphasis on problem management. Proven leadership, mentoring and/or coaching skills, ideally in a technical environment Comfortable making informed decision on IT infrastructure and technology due to a background in a hands-on IT/Tech/Service Ops role in the past. Strategic thinker with strong analytical and problem identification and problem-solving skills. Experience of agile processes an advantage The ability to inspire, motivate and guide a team to achieve their goals. Competent in identifying, addressing, and resolving conflicts in a calm and constructive manner. Be able to remain calm and level-headed under pressure retaining a sound judgement in complex situations. Customer-centric, risk-ware; make technical decisions based on the best outcome for customers and with company risk in mind. Why work for Davies Davies are committed to being a diverse and inclusive workplace. We welcome candidates of all genders, gender identity and expression, neurodiversity, sexual orientation, disability, physical appearance, body size, race, age, nationality, and belief (or lack thereof). Davies benefits and employee policies are ever-evolving. Currently some of our highlights include: Reward platform – discounts for over 800 retailers 25 days holiday (rising with service) EAP with virtual GP 2 x paid volunteering days Enhanced maternity and paternity leave policies Fostering friendly and fertility support employer Pension - matched contribution up to 5% Life Assurance (4 x basic salary) Development, training, and professional qualifications where applicable