Technical Services Manager

🚢 Discover OneOcean: OneOcean is a unified brand born from the integration of OneOcean and Ocean Technologies Group. Owned by Lloyd’s Register, an organisation with more than 260 years of trust, integrity and leadership at sea, OneOcean combines the agility and ambition of a fast-moving innovator with the strength and stability of one of the world’s most trusted maritime institutions. At the heart of OneOcean is a portfolio unlike any other in maritime. A comprehensive, integrated portfolio built on years of expertise, trusted by thousands of maritime professionals around the world. 🎯 Our Mission: Our mission is clear. In the race to zero emissions, our research, advisory and technical expertise and industry-firsts are supporting a safe, sustainable maritime energy transition. Today we are a leading provider of classification and compliance services to the marine and offshore industries, helping our clients design, construct and operate their assets to accepted levels of safety and environmental compliance. 🔍 Why Join OneOcean Crew? Legacy & Innovation: We were created more than 260 years ago as the world’s first marine classification society to improve and set standards for the safety of ships. Global Impact: Our digital solutions are relied upon by more than 30,000 vessels, following the acquisition of OneOcean in 2022 and Ocean Technologies Group in 2024. Product Offering: Covering five proven product areas - learning, fleet operations, compliance, voyage planning and performance management - supporting its customers from ship to shore, from training and people operations, to voyage compliance and optimisation. 🧭 Navigating the position: Technical Services Manager The Technical Services Manager is responsible for the day-to-day operational management of the Technical Services team, ensuring the successful delivery of Technical Support, Service (Order Fulfilment), and Software Deployment activities. Working closely with the Technical Services Head, the role is responsible for planning, coordinating, and managing daily operations while providing leadership, guidance, and administrative support to Senior Technical Services Engineers and Technical Services Engineers. The Technical Services Manager ensures resources are effectively allocated, operational priorities are managed, service levels are achieved, and the team is equipped to deliver high-quality services to customers globally. The role oversees workforce planning, operational performance, service quality, reporting, customer escalations, and continuous improvement initiatives. It is also responsible for coaching team members, monitoring individual and team performance, conducting regular performance reviews, supporting career development, and ensuring compliance with departmental processes and standards. While the primary focus of the role is operational leadership, the Technical Services Manager is expected to maintain a strong technical understanding of the team's responsibilities and, when required, provide hands-on support for Technical Support, Service (Order Fulfilment), Software Deployments, major customer escalations, or other business-critical activities to ensure operational continuity and successful service delivery. The successful candidate will possess strong leadership, organizational, and communication skills, together with a solid technical background that enables effective decision-making and operational oversight. The role requires the ability to manage multiple priorities while maintaining a customer-focused approach within a fast-paced global environment. This role operates within a global 24x7 organization and requires flexibility to support operational priorities, business-critical activities, and customer escalations when required. **Please note this is a 36 month fixed term contract** Key Responsibilities Operational Management Manage the day-to-day operation of the Technical Services team. Plan, prioritize, and coordinate daily workloads to ensure operational objectives and customer commitments are achieved. Monitor workload distribution, resource allocation, operational capacity, and team utilization. Ensure service requests, incidents, deployments, and customer activities are managed in accordance with established procedures and service levels. Support business continuity by ensuring adequate operational coverage across assigned shifts. Provide hands-on operational and technical support during periods of high demand, resource constraints, business-critical activities, or major customer escalations when required. People Management Provide leadership, guidance, coaching, and day-to-day support to Senior Technical Services Engineers and Technical Services Engineers. Conduct regular one-to-one meetings, performance reviews, probation reviews, and career development discussions. Manage attendance, leave planning, scheduling, employee wellbeing, and overall team engagement. Support recruitment, onboarding, succession planning, and individual development plans. Promote a positive, collaborative, and accountable working environment. Performance Management Monitor individual and team performance against Service Level Agreements (SLAs), Key Performance Indicators (KPIs), quality standards, productivity metrics, and departmental scorecards. Identify performance trends and implement appropriate improvement plans where required. Review quality assurance results and support continuous performance improvement initiatives. Ensure operational reporting is accurate, timely, and aligned with departmental objectives. Customer & Operational Escalations Act as the primary operational escalation point for customer issues and service-related concerns. Coordinate cross-functional teams to ensure timely resolution of operational issues. Lead investigations into operational incidents and customer escalations. Ensure corrective and preventative actions are implemented and monitored through to completion. Participate in technically complex customer activities where additional operational leadership or technical support is required to achieve successful outcomes. Reporting & Operational Planning Prepare operational reports, dashboards, and performance summaries using Salesforce, Microsoft Excel, Power BI, Asana, or similar reporting tools. Analyse operational data, identify trends, and provide recommendations to improve service performance and operational efficiency. Support capacity planning, workforce forecasting, and operational planning activities. Present operational performance and improvement initiatives to the Technical Services Head and other stakeholders when required. Process & Documentation Ensure departmental procedures, operational documentation, Knowledge Base articles, Confluence pages, and workflow documentation remain accurate and up to date. Identify opportunities to improve operational processes and recommend practical solutions that enhance efficiency and service quality. Ensure compliance with departmental standards, policies, and established operating procedures. Training & Development Support onboarding activities for new team members. Coordinate and deliver process, operational, and customer service training. Identify training needs and work with Senior Technical Services Engineers to ensure technical development requirements are addressed. Encourage continuous learning and professional development across the team. Skills, Knowledge and Expertise 5+ years of progressive experience in Technical Support, Service Delivery, Technical Operations, Professional Services, Software Deployments, or similar customer-facing technical environments, including people leadership experience. Demonstrated experience providing technical support, managing customer escalations, coordinating software deployments, and delivering customer-facing technical services within a leadership capacity. Proven experience leading Technical Support, Service Delivery, Technical Operations, Professional Services, or Software Deployment teams while maintaining sufficient technical expertise to support complex operational activities when required. Strong understanding of Technical Support, Service (Order Fulfilment), and Software Deployment operations, including customer lifecycle management, incident management, service delivery, deployment methodologies, and operational best practices. Ability to lead, coach, and develop technical teams through performance management, career development, probation reviews, regular coaching, and day-to-day operational leadership. Ability to plan and manage operational workloads, workforce scheduling, resource allocation, operational capacity, team utilization, and service delivery priorities. Demonstrated ability to monitor and improve Service Level Agreements (SLAs), Key Performance Indicators (KPIs), operational scorecards, customer satisfaction, quality standards, productivity metrics, and overall operational performance. Proficient in developing operational reports, dashboards, and business insights using Salesforce, Microsoft Excel, Asana, Power BI, or similar reporting and analytics tools, with the ability to communicate operational performance and recommendations effectively. Ability to develop and maintain operational documentation, including Standard Operating Procedures (SOPs), workflow documentation, process diagrams (Visio), Knowledge Base articles, and Confluence documentation. Demonstrated ability to manage customer escalations, conduct operational investigations, perform root cause analysis, and implement corrective and preventative actions to improve service delivery. Strong analytical, decision-making, and organizational skills with the ability to identify operational trends, assess risks, prioritize work, and make informed decisions. Strong customer-focused mindset with a commitment to delivering high-quality services and operational excellence. Excellent verbal and written English communication skills. ITIL Foundation Certification or equivalent IT Service Management knowledge is highly desirable. Experience within the maritime, software, SaaS, enterprise technology, or managed services industry is highly advantageous.