Head of Technical Operations & Automation

Sword Group; Aberdeen City; On-site; GBP 80,000 - 110,000; Full time

Benefits offered by this job

Competitive Salary

Personalised Career Development

Flexible working

Job summary

Sword Group in Aberdeen seeks an experienced Technical Operations Manager to lead the Technical Operations function across Digital Workplace, Infrastructure, Cloud Platforms, Application Support, Integration and Database Services. You will drive operational excellence, service performance, and customer outcomes while guiding a multidisciplinary team as one cohesive unit.

This role requires proven leadership of Managed Services teams, strong ITSM practices, observability, automation, and risk

Qualifications

• Proven experience leading multidisciplinary technical operations or Managed Services teams.
• Strong knowledge of Managed Services operating models and practices.
• Experience using observability, monitoring, logging, event correlation and service-health data.
• Ability to turn operational evidence into practical action to reduce incidents and improve customer outcomes.
• Experience identifying, prioritising and governing automation across operational tasks.
• Strong working knowledge of ITSM platforms and practices, including SLA/XLA reporting and escalation management.
• Experience leading evidence-based customer reporting and governance.
• Sound operational risk and commercial judgement across patching, lifecycle, and capacity.
• Proven ability to lead customer onboarding, service transition, and major incidents.
• Direct people-management experience including recruitment and career development.

Responsibilities

• Lead the Technical Operations function across digital workplace, infrastructure, cloud platforms, application support, integration and database services.
• Hold accountability for operational performance, service maturity, customer outcomes and delivery against service commitments.
• Manage the grouped operational leads as one function with consistent standards.
• Use monitoring and capacity data to assess service health and drive action.
• Reduce recurring incidents and manual effort by improving runbooks and automation.
• Ensure evidence of performance and improvement through reporting and service reviews.
• Own operational readiness for new customers, services and changes including access and support models.
• Coordinate patching, maintenance, lifecycle and vulnerability remediation activities.
• Identify projects or work that require governance or commercial treatment.
• Recruit, coach and develop the Technical Operations leadership and engineering teams.
• Lead major incidents with clear authority and disciplined communication.

Skills

Technical operations leadership

Managed services

Observability & monitoring

Automation & runbooks

Incident/problem/change management

ITSM & SLA/XLA reporting

Education

Service-management or leadership qualification

Tools

ITSM platforms

Job description

Sword Group in Aberdeen seeks an experienced Technical Operations Manager to lead the Technical Operations function across Digital Workplace, Infrastructure, Cloud Platforms, Application Support, Integration and Database Services. You will drive operational excellence, service performance, and customer outcomes while guiding a multidisciplinary team as one cohesive unit.

This role requires proven leadership of Managed Services teams, strong ITSM practices, observability, automation, and risk