Technical Service Operations Manager
New Today
£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
TPBN1_UKTJ
- Location:
- United Kingdom
- Job Type:
- FullTime
- Category:
- IT;Customer Service;Engineering