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Work Place Services - Technical Lead

Business Role Type
Business Support Role
Business Support Departments
External Closing Date

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Job Purpose

Working closely with the technical seniors from each team within WPS (Work Place Services), providing strong and focussed technical leadership to the team, with the ultimate goal of ensuring the agreed outcomes of the WPS are met to the satisfaction of our customers. This will be achieved through working closely with the Service Level Owner (SLOs) and SSLO (Senior Service Level Owner) but also working with the other Technical Leads, and various Enablement teams across IT.

Maintaining a balance of a broad range of relevant technical skills with an appreciation of the capabilities of the members of the team, the Technical Lead (TL) will provide guidance to the team to help ensure that the team’s priorities are in line with customer requirements. The TL will support the SLOs to ensure that the technical development of the teams is appropriate and maintained. They will help ensure that the teams remain focussed on their own outcomes as well as instil a practice of Continual Service Improvement.

The Technical Leaders guide their teams to operate, maintain and constantly improve the applications within their domain. The DevOps Technical team lead will have Service-orientated customer facing skills and a proven track record of working well under pressure and thinking clearly in challenging situations in a logical manner. The role holder will be open to change and be a strong advocate for new technology and methods.

Main Duties

  • Provide technical support and recommendation to the team SLOs
  • Work with the individual teams/Seniors to create and manage task plans in-line with customer requirements
  • Ensure the team are working effectively as a group, and that they use the resources at their disposal and the skills of the team so that work is to quality, time and budget
  • Ensure the team fulfils its ITIL process obligations including but not limited to; Incident, Problem and Change Management

In conjunction with their Service Level Owner, the job holder will agree:

  • The objectives for the team
  • Resource and training requirements
  • The personal development plans for the team

Technical Responsibilities

  • Acts as the routine contact point between organisation and supplier
  • Assesses and analyses release components - provides input to scheduling
  • Contributes to the availability management process. Analyses service and component availability, reliability, maintainability and serviceability
  • Develops implementation plans for dealing with more complex requests for change
  • Drafts and maintains procedures and documentation for applications support
  • Ensures system configuration information is complete, current and accurate
  • Ensures that incidents and requests are handled according to agreed procedures
  • Investigates and coordinates the resolution of potential and actual service problems
  • Liaises with third-party support services
  • Maintains and updates Knowledge Base articles and system documentation whenever required
  • Maintains own knowledge of specific technical specialisms
  • Monitors service component capacity and initiates actions to resolve any shortfalls
  • Contributes to the planning and implementation of maintenance and installation work
  • establish team capability, coaching more junior staff and sharing knowledge and experience
  • Provide technical direction for the Scrum team, resolve conflicts and promote creative, high quality development within a collaborative team environment


Experience and Qualifications Required

  • Experience of leading and mentoring a technically focused team
  • Very strong trouble-shooting and insight abilities
  • Excellent communication skills
  • Very good documentation skills
  • Must be able to prioritise the tasks of the team, balancing both the support and development aspects of the role
  • Have strong organisational capabilities, managing expectations and raising exceptions to plan in a timely manner
  • A can-do, flexible attitude ensuring a high-quality delivery
  • An appreciation for DevOps methods (communication, collaboration, integration & automation)

The Work Place Services team hold accountability for a broad range of technologies and applications and mastery in all would be considered a bonus. However strong knowledge and capability in some of the below and awareness in others, would be a requirement for the role holder: 

  • VMWare Workspace One
  • RES
  • Avanti/LANDesk Management Suite
  • Active Directory
  • Thin OS
  • Load Balancing (F5 and AVI)
  • Office 365 Products including Exchange Online:
    • Office Application
    • Teams
    • Skype for Business
    • InTune
    • Enterprise and Mobility
    • Networking Improvements
    • OneDrive/Sharepoint

About Admiral

We're Wales’ only FTSE 100 company with forward-thinking approaches and endless opportunities to test, learn and grow. There's a reason we've been named a best place to work: Our progressive culture, core values, and commitment to diversity and inclusion has created a working environment where people share ideas, aren’t afraid to speak up and change things, and above all, are felt valued.

Based on innovation and organic growth Admiral has grown from being a small start-up into one of the largest car insurance providers in the UK. The company is constantly investigating new products, services and markets and is now in seven countries with a diverse product portfolio.

Admiral’s success goes hand-in-hand with having a strong people focussed culture. We believe that happy people make happy customers and happy customers help increase profits. Our philosophy is a simple yet effective one: people who enjoy what they do, do it better. 

We truly care about our customers, they are at the heart of every decision we make. We’re very proud of the innovative products we offer and level of service we provide. Everything we do acknowledges the needs of our customers and by recruiting the right people, we can continue to provide great service and ensure an excellent experience for our customers.

Admiral people work hard to keep us at the top of our industry, and are rewarded for it—with competitive pay, great benefits, a share package based on company performance, work-life balance opportunities, nearby fitness and health centres, and other special perks.

The Recruitment Officer looking after this role is Laura Pengilly. If you’d like to know any more about the position, please feel free to drop her an email or give her a call on the Recruitment line - 0800 118 1619.