Technical Operations Manager

Position Title: Technical Operations Manager

Compensation Range: £67k -£77k

Location: UK

Work Environment: Home based

Working hours/ Shift Pattern: 9am – 5pm GMT (although as we have teams in different time zones, such as North America, Canada and India, there may be requirements to work another hours from time to time, but this will be the standard)

Our vision

Davies is a community of outstanding people. We welcome different perspectives, support each other’s ambitions and grow together. In a fast-changing business environment, we adapt and look ahead. We succeed because we are multi-talented: in the skills of our teams, specialisms, and sector expertise. Working together, we are greater than the sum of our parts.

Our Values

We are Connected: United under one mission and believe in our collective power to make a difference; together we are greater than the sum of our parts.

We are Dynamic: We adapt with the environment, striving for what is next. Relentlessly seeking more for our business, clients, colleagues, and communities.

We are Innovative: We are solution focused with an entrepreneurial mindset, empowered to discover new paths.

We Succeed Together: We support each other to grow and value different perspectives, ideas, and experiences – making an impact on our communities.

The role

Working alongside the Service Operations Manager, the Technical Operations Manager will report into the Head of Service Operations to ensure the smooth and efficient functioning of the service delivered to the organization achieving operational excellence.

This role will focus on the supervision, maintenance and enhancement of the firms information technology infrastructure. This position demands a combination of technical expertise, strategic planning and team leadership to guarantee the effective operation of all IT systems and services. Additionally to oversee the successful identification and implementation of improvements, initiatives, processes and procedures to optimize the IT operations function.

Key responsibilities:

Infrastructure Management

• Overseeing the physical and virtual IT infrastructure ensuring optimal performance, reliability and scalability to meet the current and future needs of the organization.
• Overseeing the day-to-day operations of the Technical Operations Team, you\’ll ensure that IT systems and services are running smoothly. This involves proactive monitoring, regular maintenance, and troubleshooting to address any issues that arise promptly.
• Continuously seeking opportunities to improve the organization\’s IT infrastructure, you\’ll work on enhancing its efficiency, reliability, and security. This may involve implementing new technologies, upgrading existing systems, or optimizing processes.
• Emphasizing a proactive preventive approach to issue resolution, you\’ll work on identifying potential problems before they escalate into major disruptions. This may involve implementing preventive maintenance routines, conducting regular audits, and implementing robust backup and disaster recovery strategies.

Team Management and Development

• Develop and lead a motivated team of individuals with the right technical expertise but with a service-based approach.
• Manage resource and ensure the team have the skills and tools needed to be successful.
• Collaborating closely with the Service Operations Team, you\’ll ensure alignment with the automation-first, problem-focused approach to service delivery. This involves integrating automation tools and processes into IT operations to streamline workflows and enhance efficiency.

Process Ownership

• Develop, implement, and oversee IT Technical processes and procedures.
• Ensure the service delivered is compliant with these processes, with a continual improvement approach to ensuring efficiency.

Risk Management and Security

• Develop and implement security processes and procedures, collaborating with InfoSec Teams where necessary.
• Ensure the team are equipped to identify, assess and mitigate potential risks effectively.
• Ensure the IT infrastructure and security practices are compliant with regulations.

Key skills and experience required.

• Minimum of 10 years’ experience in technical operations.
• Experience of working in regulated environments.
• Experience of operational support including on prem and with Cloud services (IaaS, PaaS and DBAs)

Soft Skills

• Have the ability to inspire, motivate and guide a team to achieve their goals.
• Excellent communication and interpersonal skills, with the ability to engage and influence at all levels.
• Be 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.
• A strong focus on customer satisfaction, recognize their needs and ensure communication to meet/or exceed these.
• Have an excellent ability with problem solving, involving a proactive approach to foresee potential issues and address them before escalation.

Benefits:

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 at 5%
• Life Assurance (4 x basic salary)
• Development, training, and professional qualifications where applicable