Job Title: Technology Operations Manager
Salary: Competitive
About the Role
We are looking for an experienced Technology Operations professional with a strong infrastructure, networking and cloud engineering background? Do you enjoy leading technical teams, driving technology improvements, delivering complex projects and ensuring business-critical systems remain secure, resilient and available?
We are seeking a hands-on Technology Operations Manager to work with us to lead the day-to-day operation, support, maintenance and continuous improvement of our technology operations estate for our customers, contact centre and back-office function, consisting of approx. 150 employees. This is a full-time office-based role benefiting from face-to-face engagement five days per week from our Head Office. The successful candidate will combine strong technical expertise with proven leadership skills, taking ownership of operational service delivery, supplier and MSP management, technology governance, operational resilience and technology change initiatives.
Hands-On Technical Leadership
This is a genuinely hands-on leadership role, with approximately equal focus on leading the Technology Operations function whilst remaining technically involved across the infrastructure. You will set technical standards, mentor engineers, act as the senior technical escalation point and provide strategic and technical leadership across infrastructure, cloud and network platforms.
Technology Operations, Delivery & Service Management
- Lead the Technology Operations function and develop a high-performing technical team.
- Manage operational service delivery and support and continuously improve service quality and user experience.
- Own supplier, MSP and third-party technology relationships, governance and performance management.
- Lead technology projects, cloud initiatives and business transformation programmes.
- Develop delivery roadmaps, project plans, milestones and operational improvement plans.
- Work closely with Senior Management, Compliance, Data Protection, Development, Delivery, Cyber Security, Operations, Marketing and Facilities teams.
- Manage delivery risks, issues, dependencies and resource priorities across multiple initiatives.
- Translate business objectives into practical technical solutions and implementation plans.
- Ownership of Technology Operations documentation including Infrastructure, Systems, Policies, Procedures, Processes, User Training, DPIAs/LIAs, Projects/POCs
Infrastructure & Cloud
- Ownership of Microsoft 365, Azure, Entra ID, Intune, Purview, Autopilot, Defender, Exchange Online, Teams, SharePoint, Copilot, contact centre solutions and 3rdparty SaaS solutions.
- Manage WAN, LAN, VLAN, Wi-Fi, VPN and firewall environments.
- Provide senior escalation support for infrastructure, networking and cloud incidents.
- Drive infrastructure modernisation, automation and operational resilience.
Technology Security & Operational Security
- Own operational security controls across Microsoft 365, Azure and infrastructure platforms.
- Manage MFA, Conditional Access, endpoint security, vulnerability management and patching.
- Become a key member of the technology-related cyber incident response and remediation team.
- Maintain backup, ransomware recovery, disaster recovery and resilience capabilities.
- Support Cyber Essentials Plus and audit activities.
AI & Innovation
- Support the adoption of Microsoft Copilot and AI-enabled technologies.
- Identify opportunities for automation and AI-driven efficiency improvements.
- Evaluate emerging technologies and recommend solutions that deliver measurable business value.
Essential Experience
- Previous Technology Operations Manager, IT Manager, Infrastructure Manager or similar role.
- Very strong hands-on Microsoft 365 and Azure administration experience (including Azure, Entra ID, Intune, Purview, Autopilot, Defender, Exchange Online, Teams, SharePoint).
- Vastly experienced Network Engineer with expertise in TCP/IP, DNS, DHCP, routing, switching, VLANs and VPNs.
- Vastly experienced Cloud Engineer with practical Azure design, implementation and support experience.
- Vast experience monitoring IT Operational support and system performance services, identify opportunities for improvement and ensure technology investment delivers value and supports organisational priorities.
- Vast experience building strong relationships with internal stakeholders and external technology partners, including Managed Service Providers (MSPs), managing supplier performance, contracts, Service Level Agreements (SLAs) and service improvements.
- Vast experience leading technology operations teams and mentoring engineers.
- Vast experience improving operational processes and service quality.
- Vast experience delivering complex cross-functional technology initiatives.
- Experience withchange controlas part of a Change Advisory Board (CAB)
- Experience working alongside Security Operations Centre (SOC)
- Experience with contact centre technology environments.
- Excellent communication, stakeholder management and executive reporting skills.
- Knowledge of Microsoft Copilot implementation
Desirable Experience
- FCA-regulated lending sector experience.
- Ownership of disaster recovery and business continuity programmes.
- Azure DevOps, Terraform and SQL Server exposure.
- AI governance, responsible AI adoption.
Essential Qualifications
- Educated to degree level or equivalent in Information Technology, Computer Science, Information Systems, Cyber Security, or a related discipline or holds relevant professional IT qualifications or certifications (e.g. ITIL, PRINCE2, Microsoft, AWS, CISSP, CISM, CCNA, or equivalent).
Responsibilities
Observing the SM&CR requirements including the Conduct Rules as follows:
- You must act with integrity.
- You must act with due care, skill and diligence.
- You must be open and cooperative with the FCA, the PRA and other regulators.
- You must pay due regard to the interests of customers and treat them fairly.
- You must observe proper standards of market conduct.
Benefits
- Working within a newly refurbished dedicated office space with free onsite employee gym
- Access to a large breakout space with comfortable seating, pool table and arcade games
- Free on-site parking
- Private Healthcare
- Central Line Train station within one-minute walk with quick access to Central London
- Close road links to M11/M25/A406/A12 and London
- Social events
- Pension Scheme
- Healthshield (health cash back scheme and counselling services)
- 28 days annual leave, incl. Bank Holidays, per annum, with an additional day per year of service (capped at 33 days)
- Eye Test / Glasses reimbursement scheme
- Various team and personal reward incentives
- Discounted or free food
- Health & wellbeing programme
- Referral programme
Job Types: Full-time, Permanent
Benefits:
- Company events
- Company pension
- Discounted or free food
- Free parking
- Health & wellbeing programme
- On-site gym
- On-site parking
- Referral programme
Application question(s):
- • Educated to degree level or equivalent in Information Technology, Computer Science, Information Systems, Cyber Security, or a related discipline or holds relevant professional IT qualifications or certifications (e.g. ITIL, PRINCE2, Microsoft, AWS, CISSP, CISM, CCNA, or equivalent).
Education:
Work authorisation:
- United Kingdom (required)
Work Location: In person
