TechOps Manager: Lead Hybrid SaaS & IT Support

Octopus Energy; Greater London; Hybrid; GBP 70,000 - 95,000; Full time

Job summary

Octopus Electric Vehicles is expanding its TechOps team in Greater London and seeks a TechOps Manager to lead our Systems Analysts, oversee the support desk, and manage our SaaS tools to ensure business continuity.

You will drive incident investigations, enable rapid resolutions, and partner with Product and Engineering to improve services across the stack in a fast-moving environment.

Qualifications

• Proven experience managing a hybrid SaaS and in-house support team.
• Experience with Google Workspace, Slack and cloud telephony.
• Strong ITIL or similar framework knowledge.
• Familiarity with support ticketing systems.
• Vendor management and renewal negotiations.
• Excellent stakeholder management bridging non-technical and technical teams.
• Technical understanding of cloud-based architecture with APIs and low-code tools.
• Proven track record delivering efficiencies and process improvements.
• Comfortable with a fast-moving, autonomy-driven environment.

Responsibilities

• Hybrid ecosystem oversight of triage, investigation and resolution of support tickets across bespoke apps and external SaaS tools.
• Internal SLA accountability with monitoring and reporting of KPIs for the support desk.
• Escalation path management as senior point of contact for complex issues.
• SaaS vendor management including performance, escalations, renewals and approvals.
• Analyze ticket trends and provide feedback to Product/Engineering for improvements.
• Track SaaS releases and coordinate changes with stakeholders and analysts.
• Mentor Systems Analysts and maintain a comprehensive internal knowledge base.

Skills

Team management

Stakeholder management

ITIL knowledge

Vendor management

SaaS tools

Hybrid software env

Cloud/APIs/low-code

Google Workspace

Slack usage

MacOS/Windows support

Tools

FreshService

Pipedrive

Intercom

Aircall

Zapier

Job description

Octopus Electric Vehicles is expanding its TechOps team in Greater London and seeks a TechOps Manager to lead our Systems Analysts, oversee the support desk, and manage our SaaS tools to ensure business continuity.

You will drive incident investigations, enable rapid resolutions, and partner with Product and Engineering to improve services across the stack in a fast-moving environment.