Technical Manager

About the role:

The Cloud Technical Services team provides a wide range of technical services, support and consultancy to new and existing MRI customers. The CTS Technical Manager is responsible for leading and developing a high performing technical team that delivers implementations, upgrades, hosting services, consultancy, and support across our MRI product suite. This role ensures technical excellence, consistent service delivery, and continuous improvement across our customer facing technical operations. The CTS Technical Manager acts as the point of escalation for complex technical issues, drives standards and best practices, and ensures that our technical capabilities align with organisational goals.

Key Responsibilities:

1. Leadership & Team Management

• Lead and develop a team of Technical Consultants, Technical Analysts, Support Engineers, and other technical specialists.

• Conduct regular 1:1s, performance reviews, coaching and mentoring to support growth and capability development.

• Ensure team alignment with organisational goals, KPIs, and customer commitments.

• Manage resource allocation across projects, consultancy engagements, and support activities.

2. Technical Delivery & Governance

• Oversee delivery of installations, upgrades, migrations, system configurations, and technical consultancy engagements.

• Ensure compliance with security, data protection, and technical standards (e.g., application hardening, cloud hosting policies, CIS controls).

• Own and improve technical delivery frameworks, documentation, and runbooks.

• Maintain working knowledge of cloud infrastructure (Azure), servers, networking, databases, and integrations relevant to our product ecosystem.

3. Operational Management

• Coordinate planned work, change windows, and technical project schedules across teams.

• Ensure SLAs, KPIs and service-level commitments are met across consultancy and managed service engagements.

• Drive continuous improvement: identify bottlenecks, propose enhancements, standardise procedures, and monitor service quality.

• Partner with Support, Development, Product, Platform, and Professional Services to ensure joined up incident resolution and customer experience.

4. Customer Engagement & Escalation

• Act as senior technical escalation point for complex customer issues or incidents.

• Maintain strong relationships with key customers, contributing to retention and satisfaction.

• Support Account Managers and Project Managers with technical input for customer conversations, proposals, and issue resolution.

• Ensure customer communication is timely, professional, and clear, especially during escalations or major incidents.

5. Strategy, Planning & Reporting

• Contribute to technical strategy, resource planning, and operational roadmaps.

• Forecast capacity, skills, and resource needs based on pipeline and demand.

• Provide reporting on technical operations, utilisation, performance, and project delivery.

• Participate in organisational initiatives (e.g., capability uplift, integration projects, TOM planning, operational redesign).

Required Skills & Experience:

Technical Competencies

• Strong understanding of cloud hosting (preferably Azure), server administration, networking, databases, and application stacks.

• Experience with software deployments, system upgrades, integrations, and troubleshooting complex systems.

• Familiarity with incident, change, and problem management practices (ITIL desirable).

• Experience with frameworks such as Progress, OpenEdge, Ingres and OpenRoad are desirable but not essential.

• Understanding of scripting or automation (PowerShell, Bash, Python) is an advantage.

Leadership & Behavioural Skills

• Proven experience managing technical teams in a fast-paced environment.

• Ability to coach, mentor and upskill multidisciplinary technical staff.

• Strong decision making, prioritisation, and organisational skills.

• Excellent communication skills – able to translate technical concepts to non‑technical stakeholders.

• Customer centric mindset with excellent relationship building skills.

Qualifications

• Degree in Computer Science, Information Systems, Engineering, or related technical discipline (or equivalent experience).

• Experience leading technical or consultancy teams (minimum 2–3 years).

• Relevant certifications (Azure, ITIL, security, etc.) beneficial.

What Success Looks Like in This Role

• High team engagement, strong performance, and clear development pathways.

• Smooth, predictable delivery of technical services with minimal escalations.

• Improved consistency and quality of technical outcomes across the group.

• Strong cross department collaboration and trusted relationships across the organisation.

• Measurable improvements to customer satisfaction, upgrade completion, incident resolution, and service reliability.

We’re obsessed with making this the best job you’ve ever had! 

We want our teams to love working here, so we’ve created some incredible perks for you to enjoy: 

• Join our employee-led groups to maximise your experience at work such as our Diversity, Equity and Inclusion committee, employee resource groups such as Women and Allies, and our Pride Event Group. 

• Enjoy peace of mind over yours and your family’s health with our Private Medical Insurance and Health Cash Plan. 

• Invest in our competitive Personal Pension plan and help set you up for your future. 

• Big on family? So are we! We understand family is important and being able to spend quality time with your family as it grows is a wonderful experience. Our Parental Leave Program is designed to give you the opportunity to spend even more time with your new arrival(s).  

• Enjoy a fantastic work-life balance with 25 days of annual leave plus Bank Holidays, and finish early 6 times a year with our ‘Flexi’ scheme. 

• Income Protection Plans give you the peace of mind you deserve.  

• Further your professional development and growth with our generous Tuition Reimbursement Schemes. 

• Enjoy the flexibility of working from anywhere in the world for two weeks out of the year! 

About Us

From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you! 

Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people.

We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day.

At MRI, one of our core values is to strive to amaze.  From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients.

Amazing growth requires amazing employees. Are you up to the challenge?  

We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you!  

MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more.

We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!