Technical Operations Lead — Automation & Reliability

Sword Group; Aberdeen City; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Personalised career development

Flexible working

Comprehensive benefits package

Job summary

Sword Group 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 operational teams as one cohesive function.

You will establish consistent standards for service ownership, observability, escalation and continual improvement, using data to guide

Qualifications

• 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 to improve performance.
• Ability to turn operational evidence into practical actions that reduce incidents and risk.
• Experience identifying and governing automation across operational tasks and runbooks.
• Strong working knowledge of ITSM platforms and practices, including SLA and XLA reporting.

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 grouped operational leads as one function with consistent standards for ownership, observability, and continual improvement.
• Use monitoring and capacity data to assess service health and drive corrective action.
• Reduce recurring incidents and manual effort through automation and better runbooks.
• Ensure evidence-based reporting and reviews show progress and value delivered.
• Own operational readiness for new customers, services and changes, including support models and escalation paths.
• Coordinate patching, maintenance, lifecycle, capacity and vulnerability remediation with clear ownership.
• Protect managed-service boundaries by governance around out-of-scope work and delivery.
• Recruit, coach and develop Technical Operations leadership and engineering teams.
• This role focuses on service ownership, automation, observability, continual improvement, and reliable technology services.

Skills

Technical leadership

Managed Services

Observability

Automation

ITSM

Service ownership

Incident management

Change management

Reporting & governance

Risk & commercial judgement

Job description

Sword Group 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 operational teams as one cohesive function.

You will establish consistent standards for service ownership, observability, escalation and continual improvement, using data to guide