Operational Support Engineer

About Phoebus Phoebus Software Ltd (PSL) is a market-leading provider of innovative, flexible solutions for financial services organisations. With decades of experience and a reputation for being relentlessly client-focused, we pride ourselves on delivering exceptional technology that powers real results. We're now looking for an inspiring leader to shape the future of our product suite—ensuring our solutions stay ahead of the market, continue to meet real customer needs, and deliver strong commercial performance. Why Join Phoebus? At Phoebus, people genuinely come first. We’re proud to be recognised as the 16th Best Technology Company to Work For in the UK and one of the Top 50 UK Midsized Companies—achievements driven by the high engagement and satisfaction of our colleagues. From our ambitious growth plans and modern tech stack to our culture of support, innovation, and well-being, PSL offers an environment where you can thrive, make an impact, and build a career you’re excited about. Work-Life Balance & Hybrid Working We know that great work happens when life is in balance. That’s why we offer a hybrid working model designed to give you both flexibility and connection. Our contemporary Solihull office sits right in the heart of the town, just steps away from Touchwood Shopping Centre’s shops, cafés, and restaurants—perfect for lunch breaks or post-work plans. We offer on-site parking and we’re only a short walk from the train station, making commuting easy and stress-free. About the Role: Our Operational Support Engineers ensure our service delivery aligns to client expectation and contractual obligations. Ensuring the service is always available & proactively monitored so that issues are addressed to limit customer is impact, with full support when they are, not just to address the issue but ensure it doesn’t reoccur. What you'll be doing: You will have full responsibility for the service delivered to our clients, including. Relationship Management Co-ordinate with key stakeholders. Executing against the stakeholder management and communication plan, to provide visibility of service performance and incident management. Ensure service operations support positive net promotor scores. Act as a single point of contact for contact from clients and internal staff regarding operations activity and queries. Receiving, logging and managing contact from clients and internal staff. Delivery Contribute and implement operational policies, standards, and procedures. Ensure all operations are conducted in an appropriate, cost-effective way. Proactively monitor production KPIs. Ensure operational activities remain on time and within a defined budget. Address operational issues solving them in an effective and timely manner. Ensure that service operations work effectively & efficiently in the business. Governance Provide regular status reporting covering all operational services. Prepare client standard reporting of service delivery metrics. Anticipate, identify, & mitigate things that could impact service delivery. Take ownership for resolving issues and escalations. Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner What We’re Looking For: Required Experience of a role within technology operational delivery. A passion for continuous learning and improvement. Excellent communicator with strong written, verbal and presentation skills. Curious to ensure solutions are fit for purpose and meet client and contractual obligations. Simplify complex information to make sure colleagues and/or clients understand it. Experience of risk control management. Understanding software development lifecycles. Comfortable with multi-tasking and adapting to changing priorities. Incident Management experience – Managing incidents including business expectations and communication A self-motivated achiever who gains satisfaction from providing excellent customer service Beneficial Financial services and/or financial product experience. Reporting lines and key stakeholders: The Operational Support Engineers reports into the Head of Service Operations. They work closely with: External Client stakeholders 3rd party suppliers Internal ELT members Product teams Control & Governance team Architecture team Delivery team Client Management team Phoebus Perks: Why work with us? If you’re ready to be part of something special, we’d love to hear from you! 🏥 Private Health care scheme including dental, optical, and mental health cover 💪🏼 Wellbeing Choice - £350.00 per annum paid towards wellbeing activities of your choice 🙂 Life assurance scheme at 4x salary 💟 24/7 Employee Assistance Programme 💻 Flexible hybrid working 💰 Contributory Pension Scheme with Scottish Widows 🏝 33 days Holiday, including 8 bank holidays (5 of which are flexible bank holidays) & Holiday purchase scheme up to 5 days. 💰 Discretionary annual salary review & bonus 🚗 Electric car salary sacrifice scheme 🎂 Events & gifts to celebrate Long Service. Birthdays, Quarterly company-paid team meals and regular social events. Our Phoebus Values At Phoebus we are driven by our purpose and values, building our team with the right people is fundamental to our business & culture. Our DONE values are made up of the following and we strive to live our values daily when working with colleagues and clients. Dedicated, Open, No Nonsense, Excellence Equality, Diversity and Inclusion At Phoebus Software Ltd, we believe our success is driven by our people. We’re committed to building a diverse, inclusive workplace where everyone feels valued and has the opportunity to thrive. By attracting and supporting a wide range of talent, we strengthen our performance, innovation, and impact. ***THIS ROLE IS HYBRID THERE IS A REQUIREMENT TO COME INTO THE SOLIHULL OFFICE (B913DL) ONCE A WEEK***