Squad Manager

Overview

Manage a 24x7 technical operations squad, overseeing incidents, changes, and team performance.

Key Responsibilities

• cmdb quality
• runbook compliance
• kpi reporting
• servicenow knowledge
• ai tooling
• shift handover

Tasks

-Ensure CMDB data quality is maintained and proactively used in troubleshooting, dependency mapping, and ownership alignment. -Ensure all work is delivered in line with defined runbooks, change standards, security controls, and documentation. -Maintain a shift log and complete KPI reporting at the end of each shift, ensuring visibility of operational performance. -Actively promote use of ServiceNow knowledge and ticket workflows, ensuring team contributions to KB articles and runbooks. -Ensure your team is using AI-assisted tooling, event management systems, and automation consistently and effectively. -Own the delivery and quality of your teams work, driving excellence across incident, change, and service request fulfilment. -Collaborate with peer Squad Managers to ensure a seamless 24x7 service, particularly during shift handovers. -Act as shift lead: ensure effective triage, prioritisation, and progression of work across monitoring, alerts, incidents, and planned activities. -Act as line manager for your squad members, including performance management, coaching, and mentoring.

Requirements

• itil v4
• servicenow
• azure
• sc clearance
• msp
• team leadership

What You Bring

-Strong understanding of ITIL v4 practices, particularly Incident, Change, and Problem Management. -Connected: You value team cohesion, shared goals, and open communication. -Strong working knowledge of monitoring platforms (e.g. LogicMonitor) and ITSM tools (e.g. ServiceNow). -Experience reporting operational KPIs and driving service improvement initiatives. -Proven experience in a technical operations or IT infrastructure environment, ideally within a Managed Services Provider (MSP). -Demonstrable ability to lead and motivate technical teams in a 24x7 operational context. -Ability to communicate clearly, delegate effectively, and handle pressure in live service situations. -Eligibility for UK Government Security Check (SC) clearance. -Familiarity with key infrastructure technologies including Windows Server, virtualisation (VMware/Hyper-V), Microsoft Azure, and M365.

People Also Searched For

Benefits

-Annual Leave 26 days of annual leave, plus public holidays and the ability to buy additional days -Pension Scheme Our plan with Scottish Widows offers 5% matched contribution by the company -Income protection insurance Providing you with support and assistance when you need it most -MatchIt! Fundraise for a cause close to your heart and OneAdvanced will match part of the funding -Employee Assistance Programme Free advice, support, and confidential counselling available 24/7 through Care First -Performance & Talent Our own technology platform that allows you to get real-time feedback, conversations and goals to help you become your best self -Pennies from Heaven donate the pennies from your pay check to help make a difference without lifting a finger -Development Programmes From Future Managers to Leadership Training, our development programmes help you get where you need to go -Volunteering Time Our volunteering leave scheme allows you to use your time to help those who need it -Performance Bonus Our Group-wide bonus scheme enables you to reap the rewards of your success

About Sulaiman Alqudaibi Co. For Grp & Plastic Products

-Pioneered polymer concrete manholes and jacking pipes in the early 1990s and added GRE pipes in 2000. -Achieved ISO 9001 and ISO 14001 certifications and became the first fully Kuwaiti‑owned GRP pipe supplier approved by Kuwait Oil Company. -Supplies major infrastructure customers like Kuwait’s Ministry of Public Works and exports to Qatar and Singapore. -Manufactures a broad product range: GRP/FRP pipes, GRE pipes, polymer concrete jacking pipes, manholes and GRP tanks. -GRP pipes are produced via dual filament and continuous winding—durable, corrosion‑resistant solutions for sewage, desalination, subsea and industrial uses. -A fully Kuwaiti, independent manufacturer—unique in Gulf‑region GRP production without foreign partnerships.

Sector Specialisms

Security Clearance

-eligibility for uk government security check (sc) clearance required.