TechOps Manager: Lead Systems & Support Excellence

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

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.