Head of Technical Operations

Job Title: Head of Technical Operations

Location: London or remote

Salary: Competitive, dependant on experience

Job type: Full time, Permanent

Why Ekco?

• Fastest growing Cloud Solutions Provider in Europe,
• Exceptional Company Culture, coming from a shared vision of delivering market-leading cloud services in an unbeatable work environment
• We consider flexible working with a family-friendly focus at the very core of our company values
• Hybrid / flexible working culture
• Excellent benefits package and motivated workforce

The Role:

Due to our rate of rapid expansion we are searching for only the best. Someone who has significant experience of working within an MSP/Cloud Solutions Provider and knows how to operate in a fast pace, agile, mid-life start-up. We need the successful candidate to demonstrate their experience in business integration, technical consolidation, and to mature with the adoption of Enterprise level processes and functional teams.

The newly created Head of Technical Operations (UK) is one of the most senior roles we seek to fill in 2022 and will be critical to our next growth phase in the UK region. Reporting directly to the UK MD, supported by other senior team members and the rest of the C-level management function, the successful candidate will take our Technical Operations and Delivery function to the next level.

This will be a dream position for an ambitious and entrepreneurial professional who is looking for their career defining role. Do not apply if you merely seek another job – this is is a role in which the successful candidate can make their own, help to define the scope and augment the business and processes.

Key Duties:

• Management of our infrastructure, engineering support and delivery functions across all UK platforms
• Responsible for operational excellence of the managed services assuring a reliable, responsive and secure operations – building out the NOC
• Develop a deep understanding of existing customers services, ensuring robust SLA’s are in place and that the relevant operational and technical teams understand and are skilled to achieve
• Coordinate and prioritise projects and enhancements, ensuring solid, peer reviewed, architecture and uninterrupted customer services and internal operations.
• Improve processes for monitoring/alerting, systems maintenance, capacity management, change control, communication, network, and security services, production and test environments and other solutions as deemed necessary. Owner of all monitoring, measurement and reporting tools.
• Build process for rapid problem detection and resolution, including escalation policies.
• Provide leadership and guidance to project & delivery teams during the pre-sales, contracting and implementation process
• Set clear objectives, track progress and instill a high-performance culture with an emphasis on teamwork, service excellence and ownership for resolving customer issues
• Set up and define processes, procedures, SLAs, touch points, accountability boundaries for Managed Services, following a robust understanding of ITIL

The successful Candidate will have/ be:

• Degree in engineering or science related discipline
• 10+ years’ experience in an IT Managed Services environment, or IT service delivery company, managing and supporting enterprise IT infrastructure, hardware, hosting service and network areas, combined with a work in a network or systems pre-sales environment.
• At least 5 years’ experience in two or more of the following
• IT Project Management (Prince or PMP)
• Service delivery and assurance
• Technical support (Infrastructure and Networking) – hands on is not required, but enough knowledge to provide credibility and in leading incident management.
• Customer Technical Service Management
• M&A and consolidating infrastructure platforms
• ITIL working knowledge (essential)
• Ability to write process and procedure documents or review such documents provided by others.
• Knowledge and understanding of industry trends and new technologies for infrastructure support and ability to apply trends to operational needs.
• Knowledge of data Storage, Compute, Security and Network
• Knowledge of managing a data centre or network environment in terms of systems monitoring, capacity planning, performance tuning, report generation, SLA management etc
• Strong ability in written and verbal communication
• Ability to operate under pressure in a fast-paced, evolving environment and appropriately prioritize tasks
• Proven people management, leadership, and motivational skills

Please click on the APPLY button to send your CV and Cover Letter for this role.

STRICTLY NO AGENCIES

Candidates with the relevant experience or job titles of: IT Technician, Technical Services Engineer, Technical Support Engineer, Desktop Support Engineer, IT Services Technician, 2^nd Line Engineer, 3^rd Line Engineer, IT Field Services Engineer, Network Support, Helpdesk Engineer, Technical Engineer may also be considered for this role.