What we do.Electric Car Leasing

Why we do it.Greener. Fairer. Future.

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.
You'll be responsible for ensuring our business remains fully-operational by leading the support team and managing our analysts. You will oversee the investigation and resolution of technical issues, and collaborate with teams across the business to develop solutions that continuously improve our service. You'll also be responsible for managing our SaaS tools, and you'll do all this while ensuring we maintain the strict compliance and service standards expected of a business operating in the UK financial services sector.
What you'll do...

Application Support Management

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

Service Level and Vendor Management

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.





Continuous Improvement & Product Collaboration

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 Leadership & Knowledge Management

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
What you'll need...

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
Any of the following would be a bonus

Experience of working within a regulated UK industry

Experience working within the financial services industry, specifically around UK asset finance or vehicle leasing lifecycles

Experience working with FreshService, Pipedrive, Intercom, Aircall and/or Zapier

Experience of working with SaaS providers to deliver improvements to their tools
Why you'll love it here

Don't feel like you meet all of our hiring criteria? Thats OK, apply anyway We'd love to hear from you and have a conversation.

Octopus Electric Vehicles, part of the Octopus Energy Group, won the Sunday Times best company to work for in **. We were named6th out of the top 100 start-upsto work for by Tempo in and on Glassdoor we were voted50 best places to work in **. Our Group CEO, Greg has recordeda podcast about our cultureand how we empower our people

Wondering what the salary for this role is? Just ask us On a call with one of our recruiters it's something we always cover as we genuinely want to match your experience with the correct salary. The reason why we don't advertise is because we honestly have a degree of fle

📌 Techops Manager (España)
🏢 octoenergy
📍 España