Technical Lead

Our IT Managed Services business enables customers to innovate, transform, and seize new opportunities. The Technical Operations function underpins this mission by delivering enterprise-grade, 24x7x365 technical support to mid-market clients across both public and private sectors. The Technical Operations team is integral to our ITIL v4-aligned service model, which leverages ServiceNow automation and agentic AI. We deliver a centralised, knowledge-driven shared service—engineered for speed, consistency, and technical excellence through systemised quality control and accessible, authoritative knowledge.

What You Will Do

• Act as the named operational technical lead for a group of customers, building trust and maintaining deep familiarity with their estates, including critical infrastructure, key business services, and their interdependencies.
• Support ServiceNow CMDB data quality by advising on configuration item grouping, in alignment with the CSDM. Ensure estates are accurately mapped to support lifecycle awareness, operational planning, and service continuity.
• Routinely consult with pre-sales and account management about CIs approaching end of life and update risk registers as necessary.
• Maintain proactive engagement with internal delivery teams to ensure customer context is understood and reflected in the resolution of technical issues and service activity to drive service excellence and continuous improvement.
• Lead operational input into Change processes, representing customers in the Change Advisory Board (CAB) and ensuring changes are well-governed and documented.
• Participate in the 24x7 on-call rota for technical leadership, providing guidance and direction during high-priority incidents and P1 bridge calls.
• Contribute to root cause investigations and support Major Incident processes, working closely with ITIL-aligned functions. Ensure post-incident reviews for P1 and P2 incidents are completed with operational insight, and that customer-facing summaries are validated with estate-specific context.
• Provide technical governance and oversight in the review of security and penetration test findings, collaborating with relevant teams to assess risk, prioritise remediation, and define actionable next steps aligned with security best practices and customer-specific requirements.
• Act as the technical operations representative in customer service reviews, taking ownership of follow-up actions while effectively delegating execution and maintaining accountability for outcomes.
• Be an advisor to internal teams on the operational documentation required to support customer estates—ensuring that expectations around content, accuracy, and availability are clearly communicated and aligned with service needs.
• Provide customer context to governance reports generated by other teams.

What You Will Have

• Exceptional communication skills—both verbal and written—with the ability to engage effectively at all levels of the organisation and articulate messages for diverse audiences.
• A proactive and disciplined mindset—self-motivated, resilient, and consistently focused on delivering high-quality outcomes.
• Strong expertise in Microsoft Active Directory domains and Azure environments.
• Experience with virtualisation technologies, particularly VMware vSphere and ESX.
• Solid understanding of networking principles and security best practices.
• Proven ability to resolve complex, cross-functional incidents involving infrastructure, cloud platforms, and modern workplace services.
• Working knowledge of ITIL processes, including Incident, Problem, Change, and Configuration Management (CMDB).
• Advanced analytical skills, with the ability to interpret and act on reports across technical and operational domains from multiple data sources.

Experience in the following areas is advantageous:

• Familiarity with generative and agentic AI technologies, and their effective application in technical environments.
• Experience working within a shared services model, supporting multiple clients across various sectors.
• Skills in automation and scripting, with a focus on developing repeatable deployment processes using tools such as PowerShell.

What We Do For You

• Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral.
• Annual Leave – 26 days of annual leave, plus public holidays and the ability to buy additional days.
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7 through Care First.
• Personal Growth - Regardless of where you are at in your career, we’re committed to enabling your growth personally and professionally.
• Development Programmes – From Future Managers to Leadership Training, our development programmes help you get where you need to go.
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success.
• Financial wellbeing - We understand as well as your mental wellbeing, your financial wellbeing is really important.
• Pension Scheme – Our plan with Scottish Widows offers 5% matched contribution by the company.
• Income protection insurance – Providing you with support and assistance when you need it most.
• Recognition – Highlighting and rewarding the great work our people do.