Head of Technical Operations and Enablement

Head of Technical Operations & Enablement

HOSTED POWER | PERFORMANCE MATTERS

The role

We're looking for a Head of Technical Operations & Enablement who can strengthen our Operations and Customer Success teams, improve how we work and use AI and automation to help us grow without constantly needing more people.

Your mission

By the end of 2027, 70% of operational ticketing and monitoring should be automated, while customer satisfaction improves measurably.

Operations and Customer Success should run predictably and reliably. You'll help the team become more independent and make our operations increasingly scalable, supporting our ambition to become a leading European player in the market.

The key is building a stronger team. You'll make sure the right knowledge sits with the right people, enabling them to take ownership and deliver results. You'll report directly to our COO.

What you'll do

You'll take ownership of six key areas. Not as someone who handles everything personally, but as someone who makes the entire team more effective.

Your time will go towards escalations, coaching, automation, architectural decisions and structural improvements. Handling regular tickets isn't part of this role.

• Team Enablement - You'll build a skills matrix, develop structured onboarding and create clear growth paths from generalist to specialist, making knowledge accessible, strengthening expertise and empowering people to take greater ownership.
• Operations Performance - You'll analyse and optimise ticket triage, resolution times and operational workflows to reduce rework and reopened tickets, improve capacity planning and make operations more predictable and efficient.
• Customer Success - You'll take ownership of the customer experience within Operations, fostering a blame-free learning culture while keeping a strong focus on what customers actually experience.
• Platform Planning & Roadmap Execution - You'll have a permanent seat at the table in platform roadmap discussions, safeguarding operational capacity, highlighting dependencies and helping determine release readiness, with the authority to challenge releases that aren't operationally ready.
• Internal Governance - You'll oversee internal IT governance, including VPN, device policies, asset and access management, security baselines and ISO readiness, while setting the direction, coordinating priorities and ensuring effective execution by the Internal IT colleague.
• Leadership & Culture - You'll bring calm, structure and clear expectations to the team, driving continuous improvement, encouraging ownership and fostering professional growth while maintaining psychological safety and high standards.

Where you'll start

You won't need to tackle all six areas at once, you'll start by mapping 20 recurring processes to make Operations and Customer Success more reliable and efficient.

From there, you'll improve scalability by automating those processes.

The rest builds on that foundation. By sharing knowledge, strengthening governance and ensuring platform readiness, you'll help the team become increasingly independent.

Your mandate

W e'll clearly define where you make decisions independently and where your input is required before decisions are made.

You'll have the authority to decide on:

• The internal organisation of Operations and Customer Success.
• Technical domain owners and their backups.
• The use of automation and AI within Operations.
• Ticketing, incident, escalation and on-call processes.
• Budget spending within an agreed framework.

You'll also have an advisory role in product roadmap decisions, platform architecture, the overall AI strategy and hiring.

Who we're looking for

• You know technical operations. You have experience in technical operations, hosting or infrastructure. You understand what incidents, on-call responsibilities and escalations look like in practice.
• Linux and open source are your natural environment. DevOps and platform engineering aren't buzzwords to you. They're how you work.
• Experience in managed hosting or platform engineering is a plus.
• You've helped a team grow. Maybe you've already held a management position. Or perhaps you're currently a senior engineer or technical lead who coaches others and helps the team move forward. Either way, you set clear expectations, follow up on commitments and believe honest feedback is a form of respect.
• You understand the customer impact of technical decisions. You can connect operational reality with the customer experience and know how to maintain strong customer relationships.
• You see AI and automation as opportunities to improve. You're not just comfortable adopting new technology. You can bri