At a Glance
- Tasks: Manage and improve our telemetry, security, and observability service for multiple customers.
- Company: Join a growing tech company focused on innovative managed services.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Dynamic role with opportunities to shape processes and drive continuous improvement.
- Why this job: Be at the forefront of service delivery and make a real impact on customer satisfaction.
- Qualifications: Experience managing live services and leading technical teams in a fast-paced environment.
The predicted salary is between 60000 - 80000 £ per year.
Summary Apto Operate is our managed service for telemetry, security, and observability platform management and it is growing.
The Operate Service Manager owns the service itself: the quality and consistency of delivery across every customer account, the performance and development of our engineering team, and the continuous improvement of how Apto delivers.
This is not a pure operations role and it is not a pure management role.
You will be close enough to the technical work to understand what the data is telling you, senior enough to influence how the business operates, and systematic enough to turn what you see into improvements that stick.
You sit alongside our Technical Account Managers (who own the customer relationship) and Solution Architects (who own technical direction) you own delivery.
What you'll Do Run the daily service.
Review across all accounts every day volumes, ageing, SLA status spotting patterns as well as problems.
Own SLA performance.
Monitor, measure, and act on service quality across the portfolio so standards are consistent regardless of engineer or account.
Lead the engineering team.
Line-manage our engineers: one-to-ones, development plans, specific feedback, and performance management where needed.
Manage capacity forward.
Track utilisation, plan for new contracts entering delivery, and surface headcount or skills gaps to leadership before they bite.
Handle escalations.
Act as the first internal escalation point when delivery is under pressure triage quickly, communicate clearly, drive to resolution.
Surface intelligence.
Turn what you see across the customer base into insight that shapes account decisions and the evolution of the service.
Improve how we work.
Own and sharpen our delivery processes making Apto measurably better at operating platforms year on year.
Who you are You have managed a live service across multiple concurrent customers ideally in an MSP or recurring-delivery environment and you know the daily discipline that takes.
You have line-managed a technical team for real: one-to-ones, development plans, and the difficult conversations, not just informal mentoring.
You think in patterns.
You can look at ticket volumes, SLA trends, and utilisation data and see what it's telling you and you've acted on it, not just reported it.
You have designed and landed practical process improvements in a busy delivery environment, and you can show they held.
You stay clear-headed under pressure, communicate precisely across levels engineers to executives and give leadership the real picture, not the sanitised one.
You are comfortable in a technical environment.
You do not need to be an engineer, but you can read a service board, understand what a platform team is telling you, and assess whether the quality of work is good.
Process
Operate Service Manager employer: Apto Solutions
Apto Solutions is an exceptional employer, offering a dynamic work environment where your contributions directly influence the growth and quality of our managed service. With a strong focus on employee development, you will have opportunities to lead a talented engineering team while implementing meaningful process improvements that enhance service delivery. Located in the UK, we pride ourselves on our collaborative culture and commitment to excellence, making it a rewarding place for those who value impactful work.
