Technical Service Operations Manager

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Technical Service Operations Manager
£65,000 £75,000 + benefits
Birmingham, West Midlands
Hybrid working (2 days onsite)
Were partnering with a growing, technology-led business to appoint a Technical Service Operations Manager responsible for ensuring operational performance and customer experience across a national service network .
This is a hands-on role at the heart of service delivery, ideal for someone who thrives on improving processes, using data to drive decisions, and ensuring services are reliable, efficient, and customer-focused. The environment includes hardware and software-based infrastructure , including EV charging systems, where uptime and performance are critical.
The Role
You will take ownership of day-to-day service operations, with a strong focus on operational insight for service delivery . By turning data into actionable insight, youll improve performance, anticipate issues, and enhance the customer experience.
Youll act as the bridge between customer-facing teams, technical functions, and external service partners, ensuring smooth issue resolution while leading a small team of two.
Key Responsibilities
Service Operations & Customer Support
Own and improve customer support operations, ensuring responsiveness and quality
Manage outsourced service providers, driving performance and accountability
Define and manage escalation pathways across support and technical teams
Monitor KPIs (response times, resolution, customer satisfaction, repeat issues) and drive operational improvement
Operational Performance & Service Delivery
Take ownership of service reliability and operational uptime across the network
Manage maintenance and service partners supporting EV charging and other technical assets
Coordinate resolution of operational issues across internal teams and external providers
Implement preventative and continuous improvement initiatives using data-driven operational insights
Data, Insights & Customer Experience
Use operational data to generate actionable insights for service delivery and performance improvement
Produce regular reports on usage, trends, and optimisation opportunities
Proactively engage with customers to improve operational performance and experience
Collaborate with product/tech teams to enhance digital tools and visibility
Cross-Functional Collaboration
Act as the bridge between service operations, technical teams, and partners
Translate operational challenges into actionable improvements
Support the scaling of operations as the network grows
Contribute to the ongoing development of systems, processes, and platforms
What Were Looking For
Experience in technical service, aftersales, or operational performance roles within a tech-led environment
Strong data and digital insight capability able to turn operational information into action
Experience managing outsourced service providers
Proven ability to improve service delivery, operational performance, and customer experience
Confident communicator, able to engage across technical and non-technical teams
Hands-on, proactive approach in a growing, evolving business
Experience leading or mentoring a small team
Exposure to EV charging, energy infrastructure, telecoms, or IoT systems would be beneficial but is not essential.
Why Apply?
Own and shape a critical technical service operations function
Blend of hands-on delivery and strategic impact
High visibility role in a growing technology environment
Competitive salary, benefits, and hybrid working

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Location:
Birmingham
Salary:
£75,000
Job Type:
FullTime
Category:
IT;Customer Service;Engineering

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