Technical Operations Lead

A bit about the team and what you'll deliver...

We’re looking for a Technical Operations Lead to lead and empower our Technical Operations team, ensuring the seamless, efficient and accurate execution of testing, provisioning and service requests that support the day-to-day lifecycle of Trustonic customers.

Reporting to the Head of Technical Support you'll lead a team of Technical Operations Engineers, making sure operational tasks are completed accurately, efficiently and within agreed SLAs.

You'll work closely with Technical Support and Process Optimisation teams to improve processes, introduce automation and GenAI solutions, and create a more scalable and efficient operational environment.

This is a hands-on leadership role where attention to detail, technical problem-solving and operational excellence are key to delivering a great customer experience.

As the Technical Operations Lead , you will:
Team leadership & operational excellence

- Lead, coach and mentor the Technical Operations Engineer team, creating a culture of accountability, learning and continuous improvement.

- Manage daily workloads, prioritisation and resource allocation to ensure service requests are completed efficiently.

- Monitor SLAs, KPIs and operational performance, identifying issues and taking action to improve results.

- Act as the primary point of contact for operational escalations, coordinating with Technical Support where more complex troubleshooting is required.

- Provide clear reporting and insights to senior management on operational performance, key issues and improvement opportunities.

- Ensure the team consistently follows agreed processes, SOPs and operational standards.

Device testing, certification & provisioning

- Oversee device testing and certification workflows, ensuring work is completed accurately and on time.

- Ensure operational checklists and SOPs for provisioning, configuration, account creation and maintenance are accurate and consistently followed.

- Support testing of new product releases and help ensure the team remains up to date with Trustonic products and technologies.

- Understand how operational activities impact the wider customer and production lifecycle.

- Maintain a high level of attention to detail, recognising the importance of accuracy across device testing and customer operations.

Process improvement & automation

- Work with Technical Support and Process Optimisation teams to identify opportunities to improve operational efficiency.

- Help introduce scalable, digital-first processes and automation to reduce manual effort.

- Explore and adopt GenAI tools that can improve operational workflows and team productivity.

- Continuously review processes and identify opportunities to improve quality, efficiency and customer outcomes.

- Maintain up-to-date operational documentation and ensure consistent adoption across the team.

Customer support & knowledge management

- Ensure customer service requests are handled efficiently, accurately and within agreed SLAs.

- Provide timely updates and manage customer expectations throughout the resolution process.

- Communicate technical information clearly to customers and internal stakeholders.

- Create, maintain and improve knowledge articles and customer-facing documentation across Confluence, Zendesk and other knowledge platforms.

- Use Knowledge Centred Support (KCS) principles to capture and share knowledge generated through operational activities.

- Support effective handovers between Technical Operations and Technical Support teams.

Who you are...

A technically capable and operationally focused leader who enjoys making things work better.

You're comfortable managing a busy operational environment, balancing competing priorities and making sure work gets completed accurately and on time. You know how important attention to detail is when operational activities can directly impact customers and production.

You're also a people leade