TechOps Lead, AND Digital

• 3+ years proven experience in a lead or supervisory role managing an infrastructure, TechOps, or CloudOps team
• 5+ years demonstrable experience in IT Service Management (ITSM) and a commitment to process improvement
• Solid high-level technical knowledge across Operating Systems, SaaS Services (e.g. Okta, Google Workspace, Slack, Miro, Atlassian etc.), and Cloud Platforms (AWS, Azure, GCP)
• Strong understanding of security policies and operational compliance requirements related to ISO 9001 and ISO 27001
• Exceptional written and verbal communication skills, with a track record of effectively managing internal and external stakeholder relationships
• Experience with supplier / vendor management and contract performance monitoring
• A history of driving and implementing successful technology projects or service improvements

Desirable

• We are seeking an experienced and highly motivated TechOps Lead to manage and inspire a team of five TechOps and CloudOps Engineers
• This individual will be the key interface between the IT service delivery team and our internal stakeholders, focusing on fostering strong relationships and driving excellence in all aspects of IT Service Management (ITSM)
• The successful candidate will blend strong leadership and communication skills with a solid technical foundation, ensuring all operations align with the highest standards of quality and security
• Team Leadership: Directly manage, mentor, and coach a team of engineers responsible for a broad portfolio including user lifecycle, endpoint management, access control, networking, and multi-cloud platforms (AWS, Azure, GCP)
• Stakeholder Engagement: Act as the primary point of contact for internal business units regarding IT services, ensuring high levels of satisfaction and proactive communication for all service-related matters
• Service Excellence: Drive a culture of excellence in service management, continually seeking ways to improve service quality, efficiency, and user experience
• Supplier Management: Oversee and manage key IT suppliers and vendors, ensuring contracts, service levels, and performance meet business requirements
• ITSM and Process Management: Own and enforce best IT practices and procedures across the team, particularly concerning ticket management and service delivery processes
• Compliance and Governance: Ensure all operational policies, procedures, and documentation strictly adhere to internal security policies and conform to the requirements of our ISO 9001 (Quality Management) and ISO 27001 (Information Security Management) certifications
• Technical Acumen: Maintain a high-level technical understanding of the core technology stack, including Operating Systems, SaaS Services (e.g. Okta, Google Workspace, Slack, Miro, Atlassian etc.), and Cloud Platforms (AWS, Azure, GCP)
• Technology Improvement: Champion the evaluation and adoption of new technologies and better operational methods to enhance business processes and individual day-to-day productivity
• People and Technology Management: Show a clear passion for and trajectory in both people management and technology leadership
• Continuous Learning: Be a proactive learner who encourages and facilitates the professional development and technical training of team members
• Drive for Success: Instill a high-performance, success-oriented mindset within the team
• Performance Review: Complete regular 1 to 1 meetings and periodic performance reviews with all team members to ensure that performance is being monitored, measured, and improved