Our IT Managed Services business enables customers to innovate, transform, and seize new opportunities. The Technical Operations function underpins this mission by delivering enterprise-grade, 24x7x365 technical support to mid-market clients across both public and private sectors.The Technical Operations team is integral to our ITIL aligned service model, which leverages ServiceNow automation and agentic AI. We deliver a centralised, knowledge-driven shared service—engineered for speed, consistency, and technical excellence through systemised quality control and accessible, authoritative knowledge.
What You Will Do- Act as the named operational technical lead for a group of customers, building trust and maintaining deep familiarity with their estates, including critical infrastructure, key business services, and their interdependencies.
- Support ServiceNow CMDB data quality by advising on configuration item grouping, in alignment with the CSDM. Ensure estates are accurately mapped to support lifecycle awareness, operational planning, and service continuity.
- Routinely consult with pre-sales and account management about CIs approaching end of life and update risk registers as necessary.
- Maintain proactive engagement with internal delivery teams to ensure customer context is understood and reflected in the resolution of technical issues and service activity to drive service excellence and continuous improvement.
- Lead operational input into Change processes, representing customers in the Change Advisory Board (CAB) and ensuring changes are well-governed and documented.
- Participate in the 24x7 on-call rota for technical leadership, providing guidance and direction during high-priority incidents and P1 bridge calls.
- Contribute to root cause investigations and support Major Incident processes, working closely with ITIL-aligned functions. Ensure post-incident reviews for P1 and P2 incidents are completed with operational insight, and that customer-facing summaries are validated with estate-specific context.
- Provide technical governance and oversight in the review of security and penetration test findings, collaborating with relevant teams to assess risk, prioritise remediation, and define actionable next steps aligned with security best practices and customer-specific requirements.
- Act as the technical operations representative in customer service reviews, taking ownership of follow-up actions while effectively delegating execution and maintaining accountability for outcomes.
- Be an advisor to internal teams on the operational documentation required to support customer estates—ensuring that expectations around content, accuracy, and availability are clearly communicated and aligned with service needs.
- Provide customer context to governance reports generated by other teams.
- Exceptional communication skills—both verbal and written—with the ability to engage effectively at all levels of the organisation and articulate messages for diverse audiences.
- A proactive and disciplined mindset—self-motivated, resilient, and consistently focused on delivering high-quality outcomes.
- Strong expertise in Microsoft Active Directory domains and Azure environments.
- Experience with virtualisation technologies, including VMware vSphere and ESX.
- Solid understanding of networking principles and security best practices.
- Proven ability to resolve complex, cross-functional incidents involving infrastructure, cloud platforms, and modern workplace services.
- Working knowledge of ITIL processes, including Incident, Problem, Change, and Configuration Management (CMDB).
- Advanced analytical skills, with the ability to interpret and act on reports across technical and operational domains from multiple data sources.
Experience in the following areas is advantageous:
- Familiarity with generative and agentic AI technologies, and their effective application in technical environments.
- Experience working within a shared services model, supporting multiple clients across various sectors.
- Skills in automation and scripting, with a focus on developing repeatable deployment processes using tools such as PowerShell.
- Transition from a VMWare to Nutanix platform.
Please note, applicants must have the legal right to work in the UK at the time of application.
Who We AreAt OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society.
We’re much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more.
OneAdvanced is one of the UK’s largest business software and services companies. Based in Birmingham (The Mailbox), operating across the UK, Ireland, India, and Australia.
Our secure, scalable platform, including OneAdvanced AI, our private AI service for UK organisations, powers connectivity and innovation across critical sectors. Alongside our software are our IT services, including hosting, managed services, and application modernisation.
We strive to create an inclusive workplace that drives innovation and collaboration, championing diverse perspectives and ideas. Our Environmental, Social and Governance (ESG) strategy is embedded in everything we do, guiding us to create meaningful impact for our people, our customers and the planet.
Proud to be recognised in the Financial Times’ Best Employers 2026 list for the second-year running, an independent and data led ranking based on employee feedback. Join us and become part of a team that’s powering the world of work and making a real difference.
Join us and become part of a team that’s powering the world of work and making a real difference.
Learn more at www.oneadvanced.com
