Technical Lead

OneAdvanced; Birmingham; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading IT services company in Birmingham seeks an operational technical lead to support mid-market clients. The role involves maintaining customer relationships, ensuring accurate data mapping for ServiceNow, and collaborating with internal delivery teams. Ideal candidates will have experience in technical operations and a strong understanding of critical infrastructure. Join us to innovate and maintain excellence in technical support.

Qualifications

• Experience in operational technical leadership.
• Familiarity with critical infrastructure and business services.
• Ability to support ServiceNow CMDB data quality.

Responsibilities

• Act as operational technical lead for customer groups.
• Ensure accurate mapping of estates for lifecycle awareness.
• Consult with sales teams on configuration item risks.

Job description

Job Description

Join OneAdvanced

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 refl...