Manager of UK Operations

Job Summary

The Manager of UK Operations leads the day-to-day operation of Ativion's UK support and operational functions. This is a hands-on management role: the successful candidate will lead a small team while working alongside them when needed, ensuring excellent customer service, operational effectiveness, and successful delivery of key business initiatives.

UK Team Management & Service Delivery

• Lead, develop, and manage the performance of the UK support and onboarding team
• Ensure the consistent delivery of high-quality support, onboarding, POC, and MSP operational services in line with company standards and customer expectations.
• Manage team capacity, workload distribution, and resource planning to support operational objectives and service delivery commitments.
• Monitor operational performance, service levels, and customer outcomes; identify opportunities to improve efficiency and service quality
• Act as the point of escalation for complex customer and partner issues, coordinating with internal stakeholders to drive timely resolution.
• Support the UK Sales team as a trusted technical advisor by way of helping customers and partners understand how the platform addresses their operational needs.

Operational Coordination

• Collaborate with Product, Engineering, Customer Success, and other internal teams to support operational requirements and customer outcomes.
• Lead MSP onboarding and operational engagement activities, acting as the primary point of contact for UK-based MSP partners.
• Maintain and improve operational documentation, procedures, and process guidance.
• Identify operational risks, challenges, and dependencies, escalating issues where appropriate.
• Support the delivery of operational project, business initiatives, and process improvements.
• Partner with regional Operations Managers to identify opportunities for process alignment and service delivery consistency across the business.

Required Skills & Experience

• 3+ years' experience with server and network hardware platforms, including installation, implementation, and troubleshooting.
• Experience configuring and troubleshooting Microsoft technologies, including Active Directory, Group Policy, and Windows Server networking.
• Intermediate-level experience with enterprise networking concepts and troubleshooting.
• Understanding of firewall concepts and network security fundamentals.
• Experience deploying and troubleshooting Windows. ChromeOS, macOS, and iOS devices.
• Diagnostic experience with networking technologies including TCP/IP, DNS, Proxy, and VPN.
• Experience providing technical support to sales teams; including product demonstrations and proof-of-concept engagements with prospective customers and partners.

Desired Skills & Experience

• Experience with Mobile Device Management (MDM) platforms such as SCCM, Microsoft Intune, and JAMF
• CCNA certification or 5+ years of enterprise networking experience
• Experience with cloud technologies, including Microsoft Azure, Entra ID, (Azure Active Directory), and AWS
• Previous experience with web filtering, content filtering, and/or network security products.