Operational Support Engineer

Phoebus Software; Metropolitan Borough of Solihull; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading technology solutions provider in the UK is seeking an Operational Support Engineer to ensure client satisfaction and service delivery. You will manage incident communications, monitor service KPIs, and work closely with internal teams and clients. If you have a passion for operational excellence and solid communication skills, we would love to hear from you! The role is hybrid with a requirement to work in the Solihull office once a week.

Benefits

Private Health care scheme

Wellbeing Choice - £350.00 per annum

Life assurance scheme at 4x salary

24/7 Employee Assistance Programme

Flexible hybrid working

Contributory Pension Scheme

33 days Holiday including flexible bank holidays

Discretionary annual salary review

Electric car salary sacrifice scheme

Events to celebrate Long Service and Birthdays

Qualifications

• Experience of a role within technology operational delivery.
• A passion for continuous learning and improvement.
• Excellent communicator with strong written, verbal and presentation skills.
• Experience of risk control management.
• Incident Management experience including business expectations and communication.

Responsibilities

• Ensure the service delivery aligns with client expectations.
• Act as a point of contact for operations activity and queries.
• Contribute and implement operational policies and procedures.
• Proactively monitor production KPIs.
• Address operational issues effectively and timely.

Skills

Experience in technology operational delivery

Excellent communication skills

Incident Management experience

Risk control management understanding

Understanding of software development lifecycles

Ability to simplify complex information

Adaptability to changing priorities

Job description

About Phoebus

Phoebus Software Ltd (PSL) is a market‑leading provider of innovative, flexible solutions for financial services organisations. With decades of experience and a reputation for being relentlessly client‑focused, we pride ourselves on delivering exceptional technology that powers real results.

Why Join Phoebus?

At Phoebus, people genuinely come first. We’re proud to be recognised as the 16th Best Technology Company to Work For in the UK and one of the Top 50 UK Midsized Companies—achievements driven by the high engagement and satisfaction of our colleagues.

From our ambitious growth plans and modern tech stack to our culture of support, innovation, and well‑being, PSL offers an environment where you can thrive, make an impact, and build a career you’re excited about.

Work‑Life Balance & Hybrid Working

We know that great work happens when life is in balance. That’s why we offer a hybrid working model designed to give you both flexibility and connection.

Our contemporary Solihull office sits right in the heart of the town, just steps away from Touchwood Shopping Centre’s shops, cafés, and restaurants—perfect for lunch breaks or post‑work plans. We offer on‑site parking and we’re only a short walk from the train station, making commuting easy and stress‑free.

About the Role

Our Operational Support Engineers ensure our service delivery aligns to client expectation and contractual obligations. They ensure the service is always available & proactively monitored so that issues are addressed to limit customer impact, with full support when they are, not just to address the issue but ensure it doesn’t reoccur.

What you’ll be doing

You will have full responsibility for the service delivered to our clients, including.

Relationship Management

• Co‑ordinate with key stakeholders.
• Execute against the stakeholder management and communication plan, to provide visibility of service performance and incident management.
• Ensure service operations support positive net promoter scores.
• Act as a single point of contact for contact from clients and internal staff regarding operations activity and queries.
• Receive, log and manage contact from clients and internal staff.

Delivery

• Contribute and implement operational policies, standards, and procedures.
• Ensure all operations are conducted in an appropriate, cost‑effective way.
• Proactively monitor production KPIs.
• Ensure operational activities remain on time and within a defined budget.
• Address operational issues, solving them in an effective and timely manner.
• Ensure that service operations work effectively & efficiently in the business.

Governance

• Provide regular status reporting covering all operational services.
• Prepare client standard reporting of service delivery metrics.
• Anticipate, identify, & mitigate things that could impact service delivery.
• Take ownership for resolving issues and escalations.
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.

What We’re Looking For

Required

• Experience of a role within technology operational delivery.
• A passion for continuous learning and improvement.
• Excellent communicator with strong written, verbal and presentation skills.
• Curious to ensure solutions are fit for purpose and meet client and contractual obligations.
• Simplify complex information to make sure colleagues and/or clients understand it.
• Experience of risk control management.
• Understanding software development lifecycles.
• Comfortable with multi‑tasking and adapting to changing priorities.
• Incident Management experience – Managing incidents including business expectations and communication.
• A self‑motivated achiever who gains satisfaction from providing excellent customer service.

Beneficial

• Financial services and/or financial product experience.

Reporting lines and key stakeholders

The Operational Support Engineers reports into the Head of Service Operations.

They work closely with:

External

• Client stakeholders
• 3rd party suppliers

Internal

• ELT members
• Product teams
• Control & Governance team
• Architecture team
• Delivery team
• Client Management team

Phoebus Perks: Why work with us?

If you’re ready to be part of something special, we’d love to hear from you!

• 🏥 Private Health care scheme including dental, optical, and mental health cover
• 💪🏼 Wellbeing Choice - £350.00 per annum paid towards wellbeing activities of your choice
• 🙂 Life assurance scheme at 4x salary
• 💟 24/7 Employee Assistance Programme
• 💻 Flexible hybrid working
• 💰 Contributory Pension Scheme with Scottish Widows
• 🏝 33 days Holiday, including 8 bank holidays (5 of which are flexible bank holidays) & Holiday purchase scheme up to 5 days.
• 💰 Discretionary annual salary review & bonus
• 🚗 Electric car salary sacrifice scheme
• 🎂 Events & gifts to celebrate Long Service. Birthdays, Quarterly company‑paid team meals and regular social events.

Our Phoebus Values

At Phoebus we are driven by our purpose and values, building our team with the right people is fundamental to our business & culture. Our DONE values are made up of the following and we strive to live our values daily when working with colleagues and clients. Dedicated, Open, No Nonsense, Excellence

Equality, Diversity and Inclusion

At Phoebus Software Ltd, we believe our success is driven by our people. We’re committed to building a diverse, inclusive workplace where everyone feels valued and has the opportunity to thrive. By attracting and supporting a wide range of talent, we strengthen our performance, innovation, and impact.

***THIS ROLE IS HYBRID THERE IS A REQUIREMENT TO COME INTO THE SOLIHULL OFFICE (B913DL) ONCE A WEEK***