TechOps Manager

Octoenergy; Greater London; Hybrid; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Dog-friendly offices

AI-assisted hiring & interview tools

Job summary

Octopus Electric Vehicles, part of the Octopus Energy Group, is expanding its TechOps team and seeking a TechOps Manager to lead Systems Analysts and oversee our support desk. You will manage technical issues, collaborate cross-functionally, and ensure compliance and service standards for UK financial services operations.

You’ll drive continuous improvement, oversee SaaS tools, and mentor the team to deliver efficient, reliable operations in a fast-moving environment.

Qualifications

• Proven experience leading a support/TechOps team in a fast-paced setting.
• Strong ITIL knowledge and incident/change management experience.
• Familiarity with SaaS tools and bespoke applications.

Responsibilities

• Oversee triage, investigation and resolution of support tickets across apps and SaaS tools.
• Ensure SLA/KPI adherence and escalation path management.
• Lead vendor management and renewal negotiations for SaaS providers.

Skills

Team leadership

Knowledge management

ITIL principles

Vendor management

SaaS tools

Google Workspace

Slack

Aircall

Zapier

Tools

FreshService

Pipedrive

Intercom

Aircall

Zapier

Job description

What we do. Electric Car Leasing

Why we do it. Greener. Fairer. Future.

We’re expanding our TechOps Team at Octopus Electric Vehicles and we’re looking for a TechOps Manager to lead our team of Systems Analysts, oversee our fast-paced support desk and manage our systems.

You’ll be responsible for ensuring our business remains fully-operational by leading the support team and managing our analysts. You will oversee the investigation and resolution of technical issues, and collaborate with teams across the business to develop solutions that continuously improve our service. You’ll also be responsible for managing our SaaS tools, and you’ll do all this while ensuring we maintain the strict compliance and service standards expected of a business operating in the UK financial services sector.

Application Support Management

• Hybrid ecosystem oversight: Manage the triage, investigation and resolution of support tickets across both internally developed bespoke applications and external SaaS tools.
• Internal SLA accountability: Establish, monitor, report and be responsible for team adherence to internal Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to support core business functions relating to support desk services
• Escalation path management: Act as the senior escalation point for complex technical issues or incidents, ensuring a rapid resolution to minimise disruption to the business

Service Level and Vendor Management

• SaaS Vendor management: Monitor and manage external vendor performance, lead on escalations during third-party disruptions / outages and hold SaaS providers accountable to their respective SLAs. Own the renewal and approval process for suppliers on annual contracts.

Continuous Improvement & Product Collaboration

• Feedback loop to Product/Engineering: Analyse support ticket trends to flag systemic bugs and UX bottlenecks with self-built apps and provide this feedback to Product and Engineering teams to support ongoing improvements
• SaaS enhancement: Track SaaS vendor release notes and updates to proactively assess operational opportunities and work with key stakeholders and the systems analysts to deliver these changes

Team Leadership & Knowledge Management

• Team development: Mentor and upskill our team of Systems Analysts ensuring they have a deep understanding of the technology stack, how our platform delivers leasing and the latest changes in the technology landscape
• Knowledge base ownership: Lead the team to maintain a comprehensive, accessible internal knowledge base containing clear troubleshooting workflows, pathways for escalation, workarounds and standard operating procedures
• Proven experience managing a support team and service desk within a hybrid software environment (SaaS tools + bespoke in-house software)
• Experience with Google Workspace, Slack and cloud telephony as well as macOS and Windows operating systems
• Strong understanding of ITIL principles or similar support services frameworks
• Familiarity with support ticketing systems
• Vendor management and renewal negotiations
• Excellent stakeholder management skills with the ability to bridge communication gaps between non-technical business users and technical colleagues
• Technical understanding of cloud-based architecture where integration has been achieved through a mix of native integration, APIs, webhooks and low/no-code automation tools
• Proven track record of delivering efficiencies and implementing process improvements
• Comfortable with our approach of freedom and responsibility; we’re a fast moving business and we do everything we can to reduce blockers for our teams
• Experience of working within a regulated UK industry
• Experience working within the financial services industry, specifically around UK asset finance or vehicle leasing lifecycles
• Experience working with FreshService, Pipedrive, Intercom, Aircall and/or Zapier
• Experience of working with SaaS providers to deliver improvements to their tools

Octopus Electric Vehicles, part of the Octopus Energy Group, won the Sunday Times best company to work for in 2024. We were named 6th out of the top 100 start-ups to work for by Tempo in 2025 and on Glassdoor we were voted 50 best places to work in 2022. Our Group CEO, Greg has recorded a podcast about our culture and how we empower our people.

Octopus Energy Group is a unique culture. An organisation where people learn, decide, and build quicker. Where people work with autonomy, alongside a wide range of amazing co-owners, on projects that break new ground. We want your hard work to be rewarded with perks you actually care about! Visit our perks hub - Octopus Employee Benefits.

• just to let you know, we are dog friendly company so you may see our 4 legged friends in the offices - feel free to bring yours! Rest assured though, we've taken lots of precautions for those who have allergies
• We use AI to help us assess applications fairly and objectively. We’re totally fine with you using AI as a tool to help prepare too. That said, when we get to the interview and assessment stage, we’re really interested in hearing your unique perspective and real-world stories. That’s the stuff we can’t get from a bot or a prompt!

About us

The electric revolution has arrived - and from 2035 you’ll no longer be able to buy a new petrol or diesel car in the UK.

We’re building a whole new way for drivers to join the electric charge and not only learn about and shop for their EV online, but experience a 'lease for life' through an industry changing customer experience. This is the chance to join one of the UK’s most exciting start-ups – making it easy for individuals and businesses to go electric by getting their car, charger and energy all in one cracking deal.

Octopus Electric Vehicles launched in 2018 to make it seamless to switch to cleaner, greener driving. Our mission is to drive sustainable change, decarbonise the planet and provide our customers with fair pricing and a fantastic experience.

We're an Octopus Energy company—an innovative new energy supplier. We are part of the Octopus Energy Group, which seeks to improve the lives of millions of people by transforming the industries we operate in. The Octopus Group incorporates Octopus Energy, Octopus Healthcare, Octopus Investments, Octopus Property, Octopus Ventures and Octopus Labs.

If this sounds like you then we'd love to hear from you.

Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential.

Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we'll do what we can to customise your interview process for comfort and maximum magic!

Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Octopus, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.