TechOps Manager

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