TechOps Manager

In this role you will lead the TechOps team to keep systems and support running smoothly across bespoke apps and SaaS tools. You will own incident resolution, drive service quality, and collaborate with Product and Engineering to improve operations. You’ll manage SaaS vendors, ensure regulatory compliance, and keep internal SLAs and KPIs on track. This role combines people leadership with hands-on process improvement in a fast-moving, hybrid software environment.

• dog-friendly offices
• hybrid work arrangement
• salary discussion flexibility
• Octopus Employee Benefits hub
• autonomy and rapid impact culture

• Oversee triage, investigation and resolution of support tickets for in-house and SaaS applications
• Establish and monitor internal SLAs and KPIs to support core business functions
• Act as senior escalation point for complex issues to minimise business disruption
• Manage SaaS vendor performance, escalations, renewals and supplier SLAs
• Provide feedback to Product/Engineering from support trends to drive improvements
• Track SaaS updates and deliver operational changes with stakeholders
• Mentor and upskill Systems Analysts on technology stack and leasing platform
• Lead knowledge base creation and maintenance of troubleshooting workflows and SOPs

• Experience leading a hybrid software support team (SaaS + in-house apps)
• Experience with Google Workspace, Slack, cloud telephony, macOS and Windows
• Strong ITIL or similar service framework knowledge
• Familiarity with support ticketing systems
• Vendor management and renewal negotiations
• Excellent stakeholder management and ability to bridge technical and non-technical teams
• Technical understanding of cloud-based architectures with API/webhook/low-code/no-code integrations
• Track record of delivering efficiencies and process improvements
• Comfort with a fast-moving, autonomous work environment

• Stakeholder management
• Cross-functional collaboration
• Mentoring and coaching
• Google Workspace
• Slack
• Cloud telephony