UK Remote
£64,000 - £70,000
About Tribal
Tribal is a leading EdTech organisation delivering innovative, market‑leading software solutions to the global education sector. We are committed to researching, developing, and providing the tools, services, and technologies that educational institutions need to achieve their core objectives, empowering students, enhancing learning experiences, and driving successful outcomes for all.
The SITS Platform
Tribal’s SITS platform is designed for higher education institutions aiming to transform the end‑to‑end student experience. Covering the full lifecycle from enrolment through to graduation, SITS enables universities to capture, interpret, and act on critical data, converting insight into impactful action. More than just a system, SITS is a transformative solution that streamlines processes, strengthens collaboration, and supports the delivery of personalised, outcomes‑focused student journeys.
The Role
The Head of Technical Services SITS is a senior leadership position within the Higher Education Customer Delivery team. The role is accountable for ensuring that both cloud‑based and on‑premise customers receive a reliable, high‑quality service. You will hold full responsibility for the end‑to‑end delivery, performance, and continuous improvement of this business‑critical service.
This position requires a strategic and proactive approach to service management, ensuring a secure, resilient, and cost‑efficient SITS environment that consistently meets—and exceeds—customer expectations.
Please note - This position falls under Tribal’s On‑Call and Out‑of‑Hours Working policy. As such, regular out‑of‑hours work may be required to meet the needs of the role, with compensation provided in line with the policy.
Travel is an expected aspect of the role, including visits to customers, partners, and other Tribal locations where necessary.
Your Responsibilities will include:
Ensuring the SITS service remains stable, secure, and high‑performing.
Proactively monitoring the service to prevent issues, maximise availability, and uphold strong security standards.
Leading, mentoring, and supporting technical teams responsible for operating, maintaining, and enhancing the service.
Driving continuous improvement initiatives to optimise efficiency, scalability, and cost management.
Overseeing key service management processes, including Service Strategy, Event Management, Service Requests, Problem Management, Change Management, and Capacity Management.
Taking charge of major incident and outage responses, coordinating cross‑functional teams to restore service swiftly.
Managing senior‑level customer relationships as services transition from implementation into business‑as‑usual operations.
Providing transparent and regular updates to customers on service performance through reporting and communication.
Identifying opportunities to improve the efficiency and consistency of service management practices.
Highlighting and delivering initiatives to reduce public cloud consumption costs.
Collaborating closely with Platform Engineering, Product Management, and Sales to ensure alignment with broader organisational objectives.
Planning and managing operational activities, ensuring delivery against timelines, quality standards, and service commitments.
Providing strong leadership and line management, fostering a high‑performing team aligned with Tribal’s leadership expectations.
The skills you will need:
Proven ability to manage complex, large‑scale IT application services effectively.
Strong leadership experience overseeing application or cloud service support teams.
Demonstrated capability in building and maintaining strong customer relationships.
Ability to identify and drive service improvement opportunities.
Extensive experience managing large, complex software applications in live environments.
It would be great if you had:
Experience in service management and/or cloud operations using Tribal’s SITS Student Records System within a Higher Education environment.
ITIL v3 Foundation certification.
AWS, Azure, or equivalent cloud operations certification.
What can Tribal offer you?
We offer a range of exceptional benefits to support your wellbeing and work-life balance, including a comprehensive Health Cash Plan, Private Medical Insurance and Employee Assistance Programme, along with a generous parental leave package and the ability to buy or sell holiday each year. We also offer the option of working overseas for up to 8 weeks per year. You will also have access to E-Learning Opportunities to enhance your skills, Volunteer Days to give back to your community and access to Achievers, our reward and recognition platform, to ensure you can thrive both personally and professionally in a supportive and rewarding environment.
We are committed to creating an environment that enables employees to balance their responsibilities inside and outside of work and encourage and support a range of flexible working patterns for all colleagues. If you need flexibility, apply and discuss your needs with us.
As an equal opportunity employer, Tribal celebrate diversity and are committed to creating an inclusive environment for all employees. We make sure that our recruitment and selection processes never discriminate based upon any protected characteristics and actively welcome applications from all groups, not least those underrepresented in the tech sector.
Note to all applicants - Tribal reserve the right to close an advertisement to applications ahead of the advertised closure date. For this reason, shortlisting may take place prior to the closing date on some occasions. With this in mind, please do not hesitate to apply early.
Display Advert Details
Company
Source
