Operations 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 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 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 parking and we’re only a short walk from the train station, making commuting easy and stress-free. 

Operations Support Engineer
 

Responsibilities:	The Operations Support Engineers 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
Skill and Competencies:	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.
Relationships	The Operations Support Engineers report into the Engineering Managers with oversight by 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 Benefits Package 
 
If you’re ready to be part of something special, we’d love to hear from you!  
 

• 25 days' annual leave, plus bank holidays Flexible bank holiday allowance after probation, giving you the freedom to celebrate the days that matter most to you
• Holiday Purchase Scheme, allowing you to buy additional annual leave
• Private Healthcare including dental, optical, and mental health support
• Your birthday off on us with an extra paid day of leave to celebrate
• Scottish Widows contributory pension scheme to help you plan for the future Life assurance cover worth 4x your annual salary
• Wellbeing Choice Allowance of £350 per year to spend on activities that support your personal wellbeing 24/7 Employee Assistance Programme (EAP) providing confidential support whenever you need it
• Flexible working arrangements to support a healthy work-life balance
• Annual salary reviews recognising your contribution and performance
• Discretionary bonus scheme rewarding business and individual success
• Electric vehicle salary sacrifice scheme, making greener travel more affordable
• Recognition and celebration events, including long service awards, birthday gifts, 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) ***