Technical Operations Centre Manager

Tech at THG

Technology is the driving force behind THG, and it starts with our people. We are ambitious with our goals and challenge conventional thinking. THG Technology is different because we support every single person to make massive impact and drive their own work. Our people are always learning, and we work every day to ensure our technology, from our software platforms, to our hosting services, to our machine learning capability and beyond, is world class. This enables us to keep powering THG and our partners on a global scale.

What will I be doing?

The Global Operations Centre (GOC) is THG’s Centre of Excellence for Event Management and Command & Control.  

As the Global Operations Centre Manager, you will be accountable for operating these critical functions, and for continually developing and improving the people, processes and tooling that support them.  

Your team’s primary operational focus is on the “here and now”, ensuring that the current status of all our services is always understood (from both a Technical and Customer Experience perspective), that maintenance activities are appropriately scheduled to avoid unplanned outages, and that services are recovered quickly when things do go wrong.  

You will also play a key role in ensuring appropriate follow-up service improvement activities take place to ensure that any similar issues are avoided in the future.  

You will maintain strong relationships with senior stakeholders across various internal teams, transition new infrastructure and applications into service and use data analysis & automation to drive outstanding operational performance. 

• Lead the day-to-day operations of the GOC, ensuring Events and Major Incidents are managed effectively and act as the senior escalation point for critical operational issues.  
• Own the operational relationships with Third Party suppliers who support your services.   
• Work with key stakeholders to define and refine Acceptance into Service (AIS) and other relevant operational standards, ensuring that our toolsets are appropriately consolidated and that monitoring performance remains strong across our estate. 
• Define and publish appropriate metrics and KPIs which demonstrate the effectiveness of your processes, and which inform the delivery of your Service Improvement activities. 
• Oversee the team reporting directly to you, including personal development, recruitment, and other activities to retain a motivated and skilled team. 
• Champion Customer Experience across all our teams to deliver the best outcomes for our customers.  

Role Requirements 

• A positive “can do” attitude, willing to take on ownership and accountability for the GOC functions.  
• Minimum 5 years’ experience in IT services industry, working at least 2 years in a customer-facing leadership role.  
• Strong understanding of service methodologies and approaches e.g. ITIL  
• Good understanding of Service and Security standards e.g. ISO27001, 9001 
• Previous exposure to ITSM and Monitoring toolsets with a clear understanding of how tools should be used to support IT service process activities. 
• Excellent verbal, written communication and presentations skills together with the ability to deliver customer presentations 
• Must be accountable with a strong work ethic, a sense of urgency and ownership, and be able to work effectively both independently and as part of a team 
• Data driven, highly organized, and detailed oriented 
• Continually improving, caring about quality, and delivering value 
• Experience managing technical teams 
• Effective time management skills: with the ability to work on multiple tasks simultaneously requiring experience with prioritizing tasks due to shifting priorities, fluctuating workloads, and deadline pressures. 
• Able to collaborate with senior internal and external stakeholders. 
• Proven expertise in developing others, driving continuous improvement and leveraging best practices  

 

What's in it for me?

• Competitive salary
• Work alongside genuine industry experts
• Continuous development through THG Academy, our in-house L&D team
• Staff discounts on THG brands and Hale Country Club
• On-site doctor, physio and barber