Head of Technical Services UK&I

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Job Overview: We are seeking an experienced Technical Services Manager to lead a dynamic team responsible for building and maintaining high-performance, scalable solutions & platforms that deliver critical SaaS services. This role offers the opportunity to influence the architecture, growth, and operational excellence of the cloud infrastructure, while driving a culture of continuous improvement within the platform engineering team. The role will oversee a team of Technical Specialists and Subject Matter Experts, focused on regional best practice, technical excellence and customer satisfaction.

Key Responsibilities:

• Technical Leadership: Provide strategic direction and technical leadership for the platform, focusing on simplifying and accelerating platform operations, scalability, security, and observability.
• Team Building: Lead and manage a world-class team of Technical Specialists and Subject Matter Experts.
• Cross-functional Collaboration: Work closely with New Product Implementations, Delivery Teams, Customer Support and Customer Success teams to ensure that customer needs and feedback are central to the evolution of the platform. This would include the need for some UK travel to customer sites.
• Strategic Planning: Collaborate with senior leadership to align platform roadmaps with business goals, ensuring the platform evolves in line with user needs and market demands.
• Vendor Management & Cloud Governance: Engage with external vendors, drive cloud governance initiatives, and make critical build vs. buy decisions to support platform scalability and operational efficiency.
• Observability & Automation: Develop and execute a comprehensive observability and automation strategy that aligns with business objectives and enhances platform reliability.
• Financial Management: Implement best practices for financial operations and cost governance, ensuring platform performance and quality are delivered at optimal commerciality.

Key Qualifications and Skills:

• Leadership Expertise: Ability to articulate technical solutions and challenges to senior management. Proven track record in leading high-performing Technical Services teams, fostering a culture of innovation and excellence. Strong communication and interpersonal skills, capable of aligning diverse teams and stakeholders from technical staff to executives. Passion for mentoring and developing talent, with a focus on nurturing future leaders within the engineering team. Experience in cross-team collaboration and influencing the direction of product and system architecture. Be point of contact for regional standardisation and certificate ownership. Engagement with Payment providers, suppliers including BOE. Resource profiling, workload scheduling and management. Implement and maintain governance best practice.
• Technical Proficiency: Retail experience, ideally including Self-Checkout, Payments, Fuel, Convenience, Loyalty and associated technologies. Expert knowledge of VMware technologies, Managed Hosting solutions, and B2B SaaS platforms, with an ability to drive operational excellence across these environments. Experience in managing cloud infrastructure, particularly with AWS and Azure, with the ability to leverage its tools for optimizing platform reliability, performance and scalability. Experience of automated build and image deployments. Hands-on experience with classic hosting technologies (e.g. Kubernetes, AWS). Familiarity with telephony technologies such as SIP, session border controllers, and related components. Familiarity with observability tools such as Prometheus, Grafana, and Loki. Strong Experience in Microsoft technology stack. Proficiency in tools such as GitLab, Docker, Terraform, CI/CD, and various deployment architectures. Strong understanding of cloud cost governance, including forecasting and managing cloud infrastructure costs.