Technical Service Operations Manager

Technical Service Operations Manager

£65,000 – £75,000 + benefits
Hybrid working (2 days onsite)

Birmingham, West Midlands

We’re 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, you’ll improve performance, anticipate issues, and enhance the customer experience.

You’ll 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 We’re 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