Head of Technical Services

About Tribal

Tribal is a leading EdTech business providing market leading software solutions to the global education market. We strive to research, develop and deliver the products, services and solutions needed by education institutes worldwide to support their primary goals of educating students, providing optimum learning experiences and ultimately delivering successful outcomes.

The SITS Platform

Tribal’s SITS platform is built for higher education institutions striving to elevate the entire student journey. From enrolment to graduation, SITS empowers universities to seamlessly collect, analyse, and act on critical data, turning insights into meaningful action. It’s more than just software; it’s a transformational tool that streamlines operations, enhances collaboration, and ensures every student receives a personalised, outcome-driven experience.

The Role

The Head of Technical Services SITS is a senior leader within the HE Customer Delivery team, responsible for ensuring that both our Cloud and on-premise customers receive a dependable, high‑quality service. The role carries full accountability for the end‑to‑end delivery, performance, and ongoing enhancement of this mission‑critical service. It requires a proactive, forward‑thinking approach to service management, maintaining a secure, resilient, and cost‑effective SITS environment that consistently exceeds customer expectations.

Please note.

This role falls within the scope of Tribal’s on Call and Out of Hours Working policy. Regular out of hours working may therefore be required to fulfil the requirements of the role, and this will be compensated in line with the policy.

Travel is an expected part of the role with visits to partners, clients and other Tribal locations as required.

Your Responsibilities will include:

• Ensuring the SITS service runs reliably, securely, and performs well.
• Monitoring the service, prevent issues, keep it available, and maintain strong security.
• Guiding and supporting the technical teams that run, maintain, and improve the service.
• Prioritising ongoing improvements to make the service more efficient, scalable, and cost‑effective.
• Managing all key service delivery processes, including Service Strategy, Event Management, Service Requests, Problem, Change, and Capacity Management.
• Leading the response to major incidents or outages, coordinating teams across the organisation to restore service quickly.
• Managing senior customer relationships as they move from implementation into business‑as‑usual.

The skills you will need:

• Effective technical management of a large and complex IT application service.
• Strong ability to manage an application or cloud service support team.
• Effective Customer Engagement.
• Ability to identify potential service improvement opportunities.
• Extensive and demonstrable experience running large and complex software applications.

It would be great if you had:

• Experience of service management and/or cloud operations using Tribal’s Student Records System (SITS) in a Higher Education Institution.
• ITIL V3 Foundation.
• AWS or Azure or equivalent operations certification.

What can Tribal offer you?

We offer a range of exceptional benefits to support your wellbeing and work-life balance, including a comprehensive Health Cash Plan, Private Medical Insurance and Employee Assistance Programme, along with a generous parental leave package and the ability to buy or sell holiday each year. We also offer the option of working overseas for up to 8 weeks per year. You will also have access to E-Learning Opportunities to enhance your skills, Volunteer Days to give back to your community and access to Achievers, our reward and recognition platform, to ensure you can thrive both personally and professionally in a supportive and rewarding environment.

We are committed to creating an environment that enables employees to balance their responsibilities inside and outside of work and encourage and support a range of flexible working patterns for all colleagues. If you need flexibility, apply and discuss your needs with us.

As an equal opportunity employer, Tribal celebrate diversity and are committed to creating an inclusive environment for all employees. We make sure that our recruitment and selection processes never discriminate based upon any protected characteristics and actively welcome applications from all groups, not least those underrepresented in the tech sector.

Note to all applicants - Tribal reserve the right to close an advertisement to applications ahead of the advertised closure date. For this reason, shortlisting may take place prior to the closing date on some occasions. With this in mind, please do not hesitate to apply early.