{"id":1194366,"url":"https://alion.io/job/sword-group-technical-operations-manager","title":"Technical Operations Manager","company":{"id":54648,"name":"Sword Group","domain":"sword-group.com","url":"https://alion.io/company/sword-group","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"A","score":86,"open_postings":9,"ghost_share":0,"stale_share":0.556,"repost_share":0,"time_to_fill_p50_days":41,"computed_at":"2026-09-27T05:45:00Z"}},"role":"Management","role_family":"Management","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Aberdeen, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":46000,"max_usd":116000,"period":"year","method":"role_country_seniority_unknown","sample_n":241},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITSM","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-24T18:23:45Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-09-27T22:14:11Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications. We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.\nWe are seeking an experienced Technical Operations Manager to lead our Technical Operations function across Digital Workplace, Infrastructure, Cloud Platforms, Application Support, Integration, and Database Services. You'll drive operational excellence, service performance, and customer outcomes while leading operational teams as one cohesive function.\nWhat the role looks like :\n Lead the Technical Operations function across digital workplace, infrastructure, cloud platforms, application support, integration and database services.\nHold accountability for operational performance, service maturity, customer outcomes and delivery against agreed service commitments.\nManage the grouped operational leads as one function, establishing consistent standards for service ownership, observability, automation, escalation and continual improvement.\nUse monitoring, observability, incident, problem and capacity data to assess service health, improve decisions and target corrective action.\nReduce recurring incidents, alert noise and manual effort by improving runbooks, automation and standard operating practices.\nEnsure service performance, operational risk and improvement progress are clearly evidenced through reporting, service reviews and outcome-based measures.\nOwn operational readiness for new customers, services and changes, including monitoring, knowledge, access, support models, escalation paths and acceptance criteria.\nCoordinate patching, maintenance, lifecycle, capacity and vulnerability-remediation activity, making risks and ownership visible.\nProtect managed-service boundaries by identifying project delivery, development activity, material change and out-of-scope demand that require separate governance or commercial treatment.\nRecruit, coach, develop and performance-manage the Technical Operations leadership and engineering teams, while directing workload, priorities, escalations and major-incident response.\nThis is a key leadership role focused on service ownership, automation, observability, continual improvement, and delivering reliable, high-quality technology services across the business.\nRequirements\nProven experience leading multidisciplinary technical operations or Managed Services teams.\nStrong knowledge of Managed Services operating models and practices, including service ownership, transition, operational readiness, incident, problem, change, capacity and continual improvement.\nExperience using observability, monitoring, logging, event correlation and service-health data to improve performance, increase visibility and guide operational decisions.\nAbility to turn operational evidence into practical action that reduces recurring incidents, alert noise, manual effort, service risk and poor customer experience.\nExperience identifying, prioritising and governing automation across operational tasks, runbooks, recovery activities, reporting and service assurance.\nStrong working knowledge of ITSM platforms and practices, including ticket quality, SLA and XLA reporting, escalation management, problem management and service-review preparation.\nExperience leading evidence-based customer reporting and governance, clearly explaining service performance, risk, improvement progress, required decisions and delivered value.\nSound operational risk and commercial judgement across patching, vulnerabilities, lifecycle, backup, capacity, availability, resilience, service scope, profitability and chargeable change.\nProven ability to lead customer onboarding, service transition, operational acceptance, major incidents and escalations with clear authority and disciplined communication.\nDirect people-management experience covering recruitment, onboarding, coaching, performance management, capability planning and career development, supported where possible by a relevant service-management or leadership qualification.\nBenefits\nAt Sword, our core values and culture are based on caring about our people, investing in training and career development and building inclusive teams where we are all encouraged to contribute to achieve success.\nWe offer comprehensive benefits designed to support your professional development and enhance your overall quality of life. In addition to a Competitive Salary, here's what you can expect as part of our benefits package:\nPersonalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth.\nFlexible working: Flexible work arrangements to support your work-life balance. We can’t promise to always be able to meet every request, however are keen to discuss your individual preferences to make it work where we can.\nA Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan and more…..\nAt Sword we are dedicated to fostering a diverse and inclusive workplace and are proud to be an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement. If you don’t tick all the boxes but feel you have some of the relevant skills and experience we’re looking for, please do consider applying and highlight your transferable skills and experience. We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. Your perspective and potential are important to us.\nIf we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.","description_format":"text","description_chars":6405,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Annual leave","Flexible schedule","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","IT Outsourcing & Dedicated Teams","Custom Software Development"],"lifecycle":[{"event":"open","at":"2026-09-24T18:23:45Z"}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":41,"reasons":["conf:1","velocity","win:early"],"computed_at":"2026-09-27T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/sword-group-technical-operations-manager","json_url":"https://alion.io/job/sword-group-technical-operations-manager.json","meta":{"generated_at":"2026-09-28T01:49:10Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1000,"day_limit":5000,"remaining_today":4000,"minute_limit":60,"resets_at":"2026-09-29T00:00:00Z"}}}