TechOps Manager

NextGenEnergyJobs; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

Octopus Electric Vehicles seeks a TechOps Manager to lead a team of Systems Analysts, oversee the support desk, and manage our in-house and SaaS systems. You will drive triage, SLA/KPI governance, and vendor relationships across a hybrid software environment.

Responsibilities include overseeing escalation paths, coordinating release changes, mentoring analysts, and maintaining an accessible knowledge base to support ongoing improvements.

Qualifications

• Proven experience managing a support team and service desk within a hybrid software environment.
• Experience with Google Workspace, Slack and cloud telephony.
• Strong understanding of ITIL principles or similar support services frameworks.
• Familiarity with support ticketing systems.
• Vendor management and renewal negotiations.
• Excellent stakeholder management with technical and non-technical audiences.
• Technical understanding of cloud-based architecture with API/webhook integrations and low/no-code tools.
• Proven track record of delivering efficiencies and process improvements.

Responsibilities

• Hybrid ecosystem oversight: manage triage, investigation and resolution of tickets across bespoke apps and external SaaS tools.
• Internal SLA accountability: monitor and report on SLAs and KPIs to support business functions.
• Escalation path management: act as senior escalation point for complex issues to minimise disruption.
• SaaS vendor management: monitor vendor performance, manage escalations and renewals.
• Feedback loop to Product/Engineering: analyze ticket trends and suggest improvements.
• SaaS enhancement: review release notes and coordinate with stakeholders to implement changes.
• Team development: mentor Systems Analysts on technology stack and platform changes.
• Knowledge base ownership: maintain comprehensive internal knowledge base with SOPs.

Skills

Team leadership

Vendor management

Stakeholder management

ITIL knowledge

Ticketing systems

Cloud architecture understanding

SaaS + bespoke software

Tools

Google Workspace

Slack

Cloud telephony

macOS

Windows

Ticketing systems

Low/no-code automation

Job description

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.

Responsibilities

• 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
• 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.
• 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 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

Requirements

• 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

Benefits

• 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