Operations Support Engineer

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 powersreal results.

We'renow 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.

At Phoebus, people genuinely come first. We’re proud to have been recognised as the 16th Best Technology Company to Work For in the UK as well as one of the Top 50 UK Midsized Companies. These acknowledgements remain meaningful to us, as they were driven by the commitment and feedback 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 careeryou’reexcited about.

We know thatgreat work happens when life is in balance.

That’swhy 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 parking andwe’reonly a short walk from the train station, making commuting easy and stress-free.

Phoebus Software Ltd (PSL) is a market leading provider of flexible financial solutions to financial services providers. PSL has a long reputation for being client-centric and delivering quality solutions. We need a team player to help ensure our SaaS service proposition operates in line with expectations and provide support to our clients when they have issues or need guidance.

The Operations 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.

The Operations Support Engineer 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 insights & trends on service delivery metrics to support client reporting.
• 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

Required

• Experience of a role within technology operational delivery.
• A passion for continuous learning and improvement.
• Excell…