Head of Technical Operations and Enablement

Head of Technical Operations & EnablementHOSTED POWER | PERFORMANCE MATTERS Hosted Power. Not your average hosting company.
We're a close-knit team of engineers, developers and problem-solvers who share one belief: infrastructure should just work. That's why we built TurboStack entirely in-house. A platform that every member of our team helps shape, every single day. With a strong focus on open source, we support customers across e-commerce, agencies and SaaS. Our mission? To make cloud infrastructure fast, scalable and straightforward for our customers. Technology is how we get there. The solution is what matters. No buzzwords. No unnecessary complexity. We do what we say, and we say what we do. The roleMore customers. More servers. More tickets. Without the workload growing at the same pace. We're looking for someone who can make that happen. We're not looking for a traditional team lead. We're looking for a Head of Technical Operations & Enablement: someone who takes ownership of both Operations and Customer Success, makes the team stronger, and puts AI and automation to work where they make a real difference. Adding more people should be our last resort, not our first response. Your missionBy 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 isn't working harder. It's 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 and structural improvements. Handling regular tickets isn't part of this role. You'll stay technically sharp through escalations, automation initiatives and architectural decisions. 1. Team EnablementYou'll build a skills matrix, develop structured onboarding and create clear growth paths from generalist to specialist. Your goal is to make knowledge accessible, develop expertise and help people grow into greater ownership. 2. Operations PerformanceYou'll analyse and improve ticket triage, resolution times and operational workflows. You'll focus on reducing rework and reopened tickets, improving capacity planning and making operations more predictable and efficient. 3. Customer SuccessYou'll own the customer experience within Operations. You'll create an environment where the team can learn from mistakes without blame, while maintaining a sharp focus on what customers actually experience. 4. Platform Planning & Roadmap ExecutionYou'll have a permanent seat at the table when the platform roadmap is discussed. You'll safeguard operational capacity, make dependencies visible and help determine when a release is operationally ready. And you'll have the authority to say when it isn't. 5. Internal GovernanceYou'll oversee internal governance, including VPN, device policies, asset and access management, security baselines and ISO readiness. An Internal IT colleague will handle execution. You'll set the direction, coordinate priorities and ensure things get done. 6. Leadership & CultureYou'll bring calm, structure and clear expectations to the team. You'll follow up on improvement initiatives, encourage ownership and make professional growth an ongoing conversation. Psychological safety and high standards go hand in hand here. Where you'll startYou 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 mandateResponsibility without decision-making authority doesn't work. That's why we'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. We expect you to take ownership. And we'll give you the authority to do it. 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 bring others along and turn adoption into measurable progress.
• Governance, security and ISO don't intimidate you. You'll help drive our ISO journey in collaboration with an external consultant.
• You think in systems, not firefighting. You measure performance, identify opportunities for improvement and focus on outcomes.

What we offer
We expect a lot. So we make sure you get a lot in return.
• A role with real impact. Not a traditional team lead position, but a broad mandate combining Operations, Enablement, incident processes, governance and platform planning.
• A seat at the table. You'll be a permanent part of platform and roadmap discussions, taking place at least once a month.
• Budget and trust. You'll have decision-making authority over tooling and urgent expenses, within clearly defined limits.
• Room to grow. A personal training budget for people management, incident leadership, AI, ITIL/SRE, security or ISO.
• A voice beyond the company. You'll have the opportunity to speak or publish on behalf of Hosted Power.
• The right tools. A laptop, phone and a mobility budget or company car suited to the role.
• Coaching and support. Monthly one-on-one meetings with the COO, quarterly reviews with the CEO and COO, and an annual conversation about your role and professional growth.
• A company with character. Human, straightforward and a little unconventional. Sounds like your next move?Send us your CV and a few lines about how you've helped a team become faster, stronger and more independent. No generic cover letter needed. Just an honest story about what you've achieved and how you made it happen. More ownership. A bigger role. A team that grows alongside you. We'll work out the details together.