octoenergy - Octopus Energy Group

London (GB) - Hybrid3w ago

In Office EMEA Fintech Software IT Manager Staff Scientist Vendor Management Team Management Performance Management Reporting Slack

Requirements

• 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

Responsibilities

• 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

Benefits

• 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. • 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 2024. We were named 6th out of the top 100 start-ups to work for by Tempo in 2025 and on Glassdoor we were voted 50 best places to work in 2022. Our Group CEO, Greg has recorded a podcast about our culture and how we empower our people • Octopus Energy Group is a unique culture. An organisation where people learn, decide, and build quicker. Where people work with autonomy, alongside a wide range of amazing co-owners, on projects that break new ground. We want your hard work to be rewarded with perks you actually care about! Visit our perks hub - Octopus Employee Benefits • ## Things to Note... • 🐶 just to let you know, we are dog friendly company so you may see our 4 legged friends in the offices - feel free to bring yours! Rest assured though, we've taken lots of precautions for those who have allergies • 🤖 We use AI to help us assess applications fairly and objectively. We’re totally fine with you using AI as a tool to help prepare too. That said, when we get to the interview and assessment stage, we’re really interested in hearing your unique perspective and real-world stories. That’s the stuff we can’t get from a bot or a prompt!