IT Operations Manager

About this role

What will you be doing?

As our IT Operations Manager, you will lead our application support, service desk, infrastructure management and information security team, ensuring technology services are secure, stable and suitable for business needs. Collaborating with cross-functional colleagues, you will pay a critical role in maintaining an IT estate that is positioned to support the organisation’s ongoing growth and transformation.

Your key tasks and responsibilities will include

• Provide leadership across application support, service desk, and infrastructure teams, building a high-performing, service-oriented function
• Oversee incident, problem, release, patching, and root cause management for application services, ensuring effective resolution and continuous learning
• Use service standards, performance insight, and feedback to improve responsiveness, resolution quality, and overall service desk effectiveness
• Oversee lifecycle management, patching, capacity, and performance across infrastructure, working closely with architecture and delivery teams to ensure supportable and sustainable solutions
• Work with risk and security teams to maintain effective cyber, access, patching, and control disciplines, and to manage operational risks, remediation, and assurance activity
• Lead the response to major incidents and operational disruption, coordinating recovery, communications, and mitigating actions to minimise impact
• Identify vulnerabilities and contribute to resilience planning and testing to strengthen the organisation’s ability to withstand disruption
• Maintain strong governance over critical supplier relationships, including service reviews, risk assessment, due diligence, issue escalation, remediation, and compliance with regulatory and internal policy expectations

What sort of person will you be?

To be successful in this role, you will have a strong commitment to delivering reliable

support, with a focus on service and outcomes. You will have a resilient and disciplined approach to your work, with the ability to lead confidently through incidents and a pragmatic approach to problem-solving and planning.

Essential

• Significant experience in IT Operations, service delivery and infrastructure leadership
• Deep understanding of operational resilience, service continuity, disaster recovery, backup, and restoration practices
• Confidence managing third-party supplier relationships

Desirable

• MS Azure experience
• ISO27001 knowledge
• Experience implementing Cyber Essentials Accreditation
• Experience in financial services industry