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Octopus Electric Vehicles, part of the Octopus Energy Group, is seeking a TechOps Manager to lead their Technical Operations team. The company operates in the electric vehicle leasing space, providing customers with seamless access to EVs, chargers, and energy solutions.
In this role, you will lead a team of Systems Analysts and oversee a fast-paced support desk while managing the company's technology systems. You are responsible for ensuring business continuity through effective team leadership and technical issue resolution.
Key responsibilities include:
**Application Support Management:** Manage triage, investigation, and resolution of support tickets across both internally developed applications and external SaaS tools. Establish and monitor Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for the support desk. Act as the senior escalation point for complex technical issues to minimize business disruption.
**Service Level and Vendor Management:** Monitor and manage external vendor performance, lead escalations during third-party outages, and hold SaaS providers accountable to their SLAs. Own the renewal and approval process for annual supplier contracts.
**Continuous Improvement & Product Collaboration:** Analyze support ticket trends to identify systemic bugs and UX bottlenecks in internally built applications, providing feedback to Product and Engineering teams. Track SaaS vendor release notes and proactively assess operational opportunities, working with stakeholders to implement beneficial changes.
**Team Leadership & Knowledge Management:** Mentor and upskill Systems Analysts, ensuring deep understanding of the technology stack and platform. Lead the team in maintaining a comprehensive internal knowledge base with troubleshooting workflows, escalation pathways, workarounds, and standard operating procedures.
The role operates within a UK financial services regulatory environment, requiring strict compliance and service standards. You will work in a fast-moving organization that emphasizes autonomy and reducing blockers for teams.
**Requirements:**
- Proven experience managing a support team and service desk in a hybrid software environment (SaaS tools + bespoke in-house software)
- Experience with Google Workspace, Slack, and cloud telephony; proficiency with macOS and Windows operating systems
- Strong understanding of ITIL principles or similar support services frameworks
- Familiarity with support ticketing systems
- Vendor management and renewal negotiation experience
- Excellent stakeholder management skills with ability to bridge communication gaps between non-technical and technical colleagues
- Technical understanding of cloud-based architecture with integration via native integration, APIs, webhooks, and low/no-code automation tools
- Proven track record of delivering efficiencies and implementing process improvements
- Comfortable with a culture of freedom and responsibility in a fast-moving environment
**Bonus qualifications:**
- Experience working within regulated UK industries
- Experience in financial services, specifically UK asset finance or vehicle leasing lifecycles
- Experience with FreshService, Pipedrive, Intercom, Aircall, and/or Zapier
- Experience working with SaaS providers to deliver tool improvements
