Operations Support Engineer

Phoebus Software; Metropolitan Borough of Solihull; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Health care scheme

Wellbeing allowance

Life assurance

EAP

Flexible hybrid working

Pension scheme

Annual leave + bonuses

Company events

Job summary

Phoebus Software Ltd in Solihull seeks an Operations Support Engineer to supervise service delivery, manage incidents, and coordinate with client stakeholders. You will implement policies, monitor KPIs, and ensure operations stay within budget while maintaining high customer service standards.

The role requires strong communication, risk management, and a proactive approach to issue resolution in a hybrid Solihull office setting.

Qualifications

• Experience in technology operational delivery.
• A passion for continuous learning and improvement.
• Excellent written, verbal and presentation skills.
• Curious to ensure solutions meet client and contractual obligations.
• Able to simplify complex information for colleagues and clients.
• Experience of risk control management.
• Understanding software development lifecycles.
• Comfortable with multi-tasking and changing priorities.
• Incident management experience with managing incidents and communications.
• Self-motivated with focus on excellent customer service.

Responsibilities

• Coordinate with key stakeholders and execute stakeholder management and incident communications.
• Define and implement operational policies, standards and procedures.
• Monitor production KPIs and ensure operations stay on time and budget.
• Take ownership of issues and escalations; resolve and prevent recurrence.
• Provide insights and trends on service delivery metrics for client reporting.
• Collaborate with product, governance and delivery teams to ensure smooth operations.

Skills

Technology operations

Incident management

Stakeholder management

Service delivery

Communication

Risk management

Lifecycle knowledge

Multi-tasking

Customer service

Problem solving

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 powersreal results.

We'renow looking for an inspiring leader to shape the future of our product suite—ensuring our solutions stay ahead of the market, continue to meet real customer needs, and deliver strong commercial performance.

Why Join Phoebus?

At Phoebus, people genuinely come first. We’re proud to have been recognised as the 16th Best Technology Company to Work For in the UK as well as one of the Top 50 UK Midsized Companies. These acknowledgements remain meaningful to us, as they were driven by the commitment and feedback 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 careeryou’reexcited about.

Work-Life Balance & Hybrid Working

We know thatgreat workhappens when life is in balance.That’swhy 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 parking andwe’reonly a short walk from the train station, making commuting easy and stress-free.

Strategy

Phoebus Software Ltd (PSL) is a market leading provider of flexible financial solutions to financial services providers. PSL has a long reputation for being client-centric and delivering quality solutions. We need a team player to help ensure our SaaS service proposition operates in line with expectations and provide support to our clients when they have issues or need guidance.

Mission

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

Responsibilities

The Operations Support Engineer have full responsibility for the service delivered to our clients, including.

Relationship Management

• Co-ordinate with key stakeholders.
• Executing against the stakeholder management and communication plan, to provide visibility of service performance and incident management.
• Ensure service operations support positive net promotor scores.
• Act as a single point of contact for contact from clients and internal staff regarding operations activity and queries.
• Receiving, logging and managing 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 insights & trends on service delivery metrics to support client reporting.
• 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

Skill and Competencies

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.

Relationships

The Operations Support Engineers report into the Engineering Managers with oversight by 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 Benefits Package

• 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 teammeals 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 valuesare 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,Diversityand Inclusion

At Phoebus Software Ltd, we believe our success is driven by our people.We’recommitted to building a diverse, inclusive workplace where everyone feels valued andhas the opportunity tothrive. 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

YOU NEED TO HAVE THE FULL RIGHT TO WORK IN THE UK FOR THIS ROLE