Primary Function
Technical Operations manages technology infrastructure, system integration, data architecture, security, and IT support—ensuring revenue operations functions on reliable, integrated, secure technical foundations.
This operational arm transforms disconnected tools into integrated systems that enable rather than impede revenue operations excellence.
Core Processes
Technology Stack Selection & Implementation
Strategic selection, procurement, implementation, and management of revenue operations technology platforms.
Key Activities:
- Technology evaluation and selection
- Vendor management
- Platform implementation
- License management
- Technology roadmap planning
System Integration & Automation
Integration of revenue operations systems to enable data flow, process automation, and operational efficiency.
Key Activities:
- Integration architecture design
- API development and management
- Workflow automation
- Integration testing and monitoring
- iPaaS platform management
Data Infrastructure & Management
Data architecture, storage, quality management, and governance that ensures reliable data across all operations.
Key Activities:
- Data architecture design
- Data warehouse management
- Master data management
- Data quality monitoring
- Data pipeline development
Security & Compliance Management
Security controls, access management, compliance monitoring, and risk mitigation that protect business and customer data.
Key Activities:
- Security policy enforcement
- Access control and IAM
- Compliance monitoring (GDPR, SOC 2)
- Security incident response
- Audit preparation and support
IT Support & Maintenance
User support, system maintenance, incident management, and problem resolution that keeps systems running reliably.
Key Activities:
- Help desk and user support
- System maintenance and updates
- Incident management
- Problem and change management
- System monitoring and alerting
Cloud Infrastructure & Network Management
Cloud infrastructure, network connectivity, performance optimization, and disaster recovery planning.
Key Activities:
- Cloud platform management
- Network configuration and monitoring
- Performance optimization
- Backup and disaster recovery
- Capacity planning
What Excellence Looks Like
System Uptime
99.9%+ uptime for critical revenue systems. Planned maintenance windows communicated. Incidents rare and resolved quickly.
Integration Health
Data flows automatically between systems. Integration failures are rare and monitored. APIs well-documented and stable.
Data Quality
Single source of truth established. Data consistency across systems. Data quality issues identified and resolved systematically.
Security Compliance
Clean security audits. No critical vulnerabilities. Compliance requirements (GDPR, SOC 2) maintained. Security incidents rare.
User Satisfaction
IT support responsive. Systems reliable and performant. Users empowered not blocked by technology.
Technology Debt
Technical debt managed systematically. Legacy systems phased out on plan. Technology stack modernized continuously.
Common Dysfunction Patterns
The Integration Nightmare
Systems don't talk to each other. Data manually copied between platforms. Integration breaks frequently. Nobody knows how integrations work.
Impact: Manual work, data inconsistency, operational inefficiency, frustrated users.
The Shadow IT Explosion
Departments procure tools without IT involvement. Technology sprawl. Duplicate capabilities. Security vulnerabilities. Integration impossible.
Impact: Security risk, wasted costs, data silos, integration chaos, vendor management nightmare.
The Data Disaster
Multiple versions of truth. Reports show different numbers. Data quality poor. Nobody trusts the data. Decisions become political.
Impact: Bad decisions, finger-pointing, inability to measure what matters, executive frustration.
The Performance Crisis
Systems slow and unreliable. Users work around problems. Critical workflows break. IT firefights constantly. Root causes never fixed.
Impact: Productivity loss, user frustration, workarounds create data problems, revenue operations impeded.
The Security Time Bomb
Security controls weak. Compliance questionable. Access management ad-hoc. Audit finds critical gaps. Customers concerned.
Impact: Security incidents, compliance failures, customer trust lost, deal risk, potential breaches.
Coordination with Other Arms
Technical Operations enables all other operational arms:
→ All Operational Arms
Technology infrastructure, system integration, data quality, security, user support for all revenue operations functions.
Common failure: IT treated as order-taker. Operations procure tools without IT input. Integration and data problems inevitable.
→ Sales Operations
CRM management, sales tools, mobile access, integration with marketing and order systems.
Common failure: Sales tools don't integrate. CRM customizations break. Sales blames IT for slow systems.
→ Marketing Operations
Marketing automation, website infrastructure, marketing technology stack, integration with CRM.
Common failure: Marketing procures tools without IT. Integration doesn't work. Tracking breaks. Data silos created.
→ Order-to-Cash Operations
Order systems, billing platforms, payment processing, integration with CRM and ERP.
Common failure: Order data doesn't flow automatically. Manual order entry. Billing errors from data problems.
→ Data & Reporting Operations
Data infrastructure, data pipelines, reporting platforms, analytics tools.
Common failure: Data architecture inadequate. Pipelines break. Reporting slow and unreliable.
Assess Your Technical Operations
Our diagnostic evaluates Technical Operations effectiveness across:
- System uptime and reliability
- Integration health and data flow
- Data quality and consistency
- Security and compliance
- User satisfaction with IT support
- Technology stack optimization
Get Your Technical Operations Health Score
Identify where technology enables operations and where it creates bottlenecks.
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