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Technical Operations Manager
Sword Group. Lead the Technical Operations function across digital workplace, infrastructure, cloud platforms, application support, integration and database services .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading Technical Operations functions, focusing on service ownership, operational readiness, and continual improvement. Proficient in utilizing observability and monitoring tools to enhance service performance and customer outcomes.
Highest-signal resume keywords
Technical Operations LeadershipManaged Services Operating ModelsObservability and MonitoringITSM Platforms and PracticesOperational Risk Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service OwnershipIncident ManagementProblem ManagementChange ManagementCapacity ManagementAutomationService TransitionCustomer OnboardingReportingGovernance
Soft Skills
CoachingPerformance ManagementTeam LeadershipCommunicationPrioritization
Tools & Technologies
ITSM PlatformsMonitoring ToolsLogging ToolsEvent Correlation ToolsService-Health Data
Certifications & Qualifications
Service-Management QualificationLeadership Qualification
Industry Keywords
Operational ReadinessService MaturityCustomer OutcomesContinual ImprovementOperational Evidence
Tech Stack
Tools & technologiesCloudITSM
About the role
Key responsibilities & impact- Lead the Technical Operations function across digital workplace, infrastructure, cloud platforms, application support, integration and database services
- Own operational performance, service maturity, customer outcomes and delivery against agreed service commitments
- Manage grouped operational leads as one function and establish consistent standards for service ownership, observability, automation, escalation and continual improvement
- Use monitoring, observability, incident, problem and capacity data to assess service health and guide corrective action
- Reduce recurring incidents, alert noise and manual effort through improved runbooks, automation and standard operating practices
- Evidence service performance, operational risk and improvement progress through reporting, service reviews and outcome-based measures
- Own operational readiness for new customers, services and changes, including monitoring, knowledge, access, support models, escalation paths and acceptance criteria
- Coordinate patching, maintenance, lifecycle, capacity and vulnerability-remediation activity
- Identify project delivery, development activity, material change and out-of-scope demand requiring separate governance or commercial treatment
- Recruit, coach, develop and performance-manage Technical Operations leadership and engineering teams
- Direct workload, priorities, escalations and major-incident response
- Deliver reliable, high-quality technology services across the business
Requirements
What you’ll need- Proven experience leading multidisciplinary technical operations or Managed Services teams
- Strong knowledge of Managed Services operating models and practices, including service ownership, transition, operational readiness, incident, problem, change, capacity and continual improvement
- Experience using observability, monitoring, logging, event correlation and service-health data
- Ability to reduce recurring incidents, alert noise, manual effort, service risk and poor customer experience through operational evidence
- Experience identifying, prioritising and governing automation across operational tasks, runbooks, recovery activities, reporting and service assurance
- Strong working knowledge of ITSM platforms and practices, including ticket quality, SLA and XLA reporting, escalation management, problem management and service-review preparation
- Experience leading evidence-based customer reporting and governance
- Sound operational risk and commercial judgement across patching, vulnerabilities, lifecycle, backup, capacity, availability, resilience, service scope, profitability and chargeable change
- Proven ability to lead customer onboarding, service transition, operational acceptance, major incidents and escalations
- Direct people-management experience covering recruitment, onboarding, coaching, performance management, capability planning and career development
- Relevant service-management or leadership qualification supported where possible
Benefits
Comp & perks- Competitive salary
- Personalised career development plan
- Learning and development opportunities
- Flexible work arrangements
- Generous annual leave allowance
- Enhanced family friendly benefits
- Pension scheme
- Private health schemes
- Well-being schemes
- Insurance schemes
- Employee assistance programme
- Discounted cash plan
- Equal opportunities and inclusive workplace
- Support for accessibility adjustments during the hiring process