IT Leadership Opportunity
The Technology Services Manager reports to the Chief Technology Officer and is key to driving operational efficiency, technical resilience, and customer satisfaction as we scale.
This role will lead our global team as they deliver our internal IT operations and our external product support functions. This critical role bridges internal technical enablement and customer-facing support, ensuring systems, tools, and people are aligned to deliver seamless and proactive service.
You will plan and oversee the team day-to-day as they support Jomablue's users ensuring timely resolution of issues, strong communication, and actionable feedback loops to our product and engineering teams. At the same time, you will oversee the management of our internal technology infrastructure and services, enabling staff to do their best work through effective tools, systems, and technical support no matter where in the world they are.
A high level of motivation and passion for great service is required. You must understand that working closely with others and pitching in when necessary helps our team be stronger and reach our goals.
This is a flexible position with the opportunity to mix office and home work environments. Travel may be required occasionally.
Your Responsibilities:
* Lead, mentor, and develop a cross-functional team responsible for internal IT support and external product support.
* Foster a culture of ownership, service excellence, and continuous improvement across both internal and external support functions.
* Implement and monitor performance metrics and SLAs across support areas.
Key Areas of Responsibility:
Product Support (External)
* Manage day-to-day product support operations including triage, escalation, and resolution of customer issues.
* Work closely with Engineering and Product teams to resolve technical issues and ensure learnings are fed back into product improvements.
* Build out support playbooks, tooling, and processes that enable efficient scaling and a high-quality customer experience.
* Support strategic initiatives such as onboarding, enterprise SLAs, and the evolution of support tiers.
Internal Technology (IT Operations)
* Oversee internal systems and tools, including device provisioning, identity & access management, and enterprise applications.
* Ensure technical infrastructure is robust, secure, and well-supported for a growing team and hybrid work environment.
* Lead IT change management, system upgrades, and the rollout of new technologies.
* Manage vendor relationships for technology services, hardware, and software platforms.
* Act as a key partner in cross-functional initiatives involving technology, security, and service delivery.
* Provide regular reporting to the CTO and key stakeholders on performance, risks, and improvement initiatives.
* Lead our compliance efforts with obtaining agreed credentials.
Required Skills and Qualifications:
* 5+ years' experience in a technical support, IT operations, or related leadership role.
* Strong understanding of SaaS product support operations, internal IT systems, and cloud-based tools.
* Proven track record of leading high-performing teams across technical domains.
* Excellent communication, problem-solving, and stakeholder management skills.
Benefits:
* A commitment to your health and wellbeing.
* A dynamic, inclusive workplace where diversity of thought is valued and your development is actively supported through mentorship and feedback.
* Competitive compensation and benefits.
* Dedicated leave days and financial support for approved external training.
* A flexible hybrid work model.