Overview
Technical Lead role at Sulaiman Alqudaibi Co. For GRP & Plastic Products. Our IT Managed Services business enables customers to innovate, transform, and seize new opportunities. The Technical Operations function delivers enterprise-grade, 24x7x365 technical support to mid-market clients across public and private sectors, aligned with ITIL v4 and ServiceNow automation.
We deliver a centralised, knowledge-driven shared service engineered for speed, consistency, and technical excellence through systemised quality control and accessible, authoritative knowledge.
What You Will Do
* Act as the named operational technical lead for a group of customers, building trust and maintaining deep familiarity with their estates, including critical infrastructure, key business services, and interdependencies.
* Support ServiceNow CMDB data quality by advising on configuration item grouping, in alignment with the CSDM. Ensure estates are accurately mapped to support lifecycle awareness, operational planning, and service continuity.
* Routinely consult with pre-sales and account management about CIs approaching end of life and update risk registers as necessary.
* Maintain proactive engagement with internal delivery teams to ensure customer context is understood and reflected in the resolution of technical issues and service activity to drive service excellence and continuous improvement.
* Lead operational input into Change processes, representing customers in the Change Advisory Board (CAB) and ensuring changes are well-governed and documented.
* Participate in the 24x7 on-call rota for technical leadership, providing guidance during high-priority incidents and P1 bridge calls.
* Contribute to root cause investigations and support Major Incident processes, ensuring post-incident reviews are completed with operational insight and customer-facing summaries are validated with estate-specific context.
* Provide technical governance and oversight in the review of security and penetration test findings, and define actionable next steps aligned with security best practices and customer requirements.
* Act as the technical operations representative in customer service reviews, taking ownership of follow-up actions and delegating execution where appropriate.
* Advise internal teams on the operational documentation required to support customer estates, ensuring content accuracy and availability align with service needs.
* Provide customer context to governance reports generated by other teams.
What You Will Have
* Exceptional communication skills, both verbal and written, with the ability to engage effectively at all levels of the organisation.
* A proactive and disciplined mindset, self-motivated, resilient, and focused on delivering high-quality outcomes.
* Strong expertise in Microsoft Active Directory domains and Azure environments.
* Experience with virtualization technologies, particularly VMware vSphere and ESX.
* Solid understanding of networking principles and security best practices.
* Proven ability to resolve complex, cross-functional incidents involving infrastructure, cloud platforms, and modern workplace services.
* Working knowledge of ITIL processes, including Incident, Problem, Change, and Configuration Management (CMDB).
* Advanced analytical skills to interpret and act on reports from multiple data sources.
Experience In The Following Areas Is Advantageous
* Familiarity with generative and agentic AI technologies and their application in technical environments.
* Experience in a shared services model, supporting multiple clients across sectors.
* Skills in automation and scripting, with a focus on repeatable deployment processes using tools such as PowerShell.
What We Do For You
* Wellbeing focused Our people are our greatest asset.
Annual Leave: 26 days, plus public holidays and the option to buy additional days. Employee Assistance Programme: Free advice, support, and confidential counselling 24/7 through Care First.
* Personal Growth Development programmes from Future Managers to Leadership Training to help you progress. Performance Bonus: our Group-wide bonus scheme.
* Financial wellbeing Pension Scheme: 5% matched contribution by the company. Income protection insurance to provide support when needed.
* Recognition Programs to highlight and reward great work, including real-time feedback, conversations, and goals to support your development.
* Making a Difference Opportunities to contribute to causes you care about, including matched funding and volunteering leave.
Who We Are
OneAdvanced is one of the UK\'s largest providers of business software and services, serving 20,000+ global customers with an annual turnover of £330M. We invest in our people and strive to be a diverse, inclusive, and engaging place to work that powers the world of work and enables growth, ambition and talent.
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