Location
Can be based at any one of our four offices in the UK. These are London (SE1 9HA), Durham (DH1 1SL), Lytham (FY8 4TS) or Glasgow (G2 8JX). We are currently working in a hybrid way, with colleagues expected to work from their chosen office location for 40% of their working month.
In autumn 2026 the Lytham office will be moving to Preston (PR4 1TE).
Salary Range: £49,400 - £54,000
- London: £51,300 - £54,000
- Durham: £49,400 - £52,000
- Lytham: £49,400 - £52,000
- Glasgow: £49,400 - £52,000
About the Job
Job Summary
NS&I is one of the largest savings organisations in the UK with more than 24 million customers and over £240 billion invested. We are both a government department and an Executive Agency of the Chancellor of the Exchequer. Our origins can be traced back more than 150 years to 1861.
A small company with a big reach, we offer a range of benefits including flexible working, a 9-day fortnight scheme, a performance-related variable pay bonus, a generous pension scheme and great opportunities for development. We care for colleagues, respect one another, invest in our people and manage talent effectively.
We are currently working in a hybrid way with colleagues expected to work at their chosen office location for 40% of their working month.
The IT Technical Operations Manager is a key role in the IT Services (IT Operations) team, providing technical leadership and oversight for Retail IT services and live operations. The role acts as a subject matter expert for all matters relating to Retail IT operations, including technology change into live service, continuous improvement across the technology stack and business-as-usual IT operations activities.
Responsible for the oversight and technical operation of Retail services and platforms across multiple channels, the role ensures continuous improvement, service availability, safety, performance and process maturity, and that suppliers adhere to technical controls.
Job Description
The role holder will be required to create a collaborative environment in which Retail, supplier and service management staff can work effectively and continually identify opportunities to improve the service.
The IT Technical Operations Manager will support the Head of IT Services in implementing effective technical oversight across the Retail NS&I estate, with an emphasis on managing technical risk and audit requirements for ongoing and new changes to Retail services.
The role holder will also be required to provide expert advice and support, acting as a link between NS&I Retail, suppliers and customers on technology best practice, oversight and guidance. In doing so, the role helps ensure the smooth running of Retail services and supports maximum performance and reliability for customers. The role holder will also provide technical oversight and support to the service desk, reviewing incidents, problems and changes from a technical perspective to ensure NS&I's suppliers deliver a high-quality service within SLAs and contractual conditions, while continually improving the service.
The IT Services (Operations) department is an agile team and this role will also support colleagues in providing excellent service to staff and customers across the business in B2B and Corporate operations.
Person Specification
Essential Qualifications
- Degree-level qualification in Information Technology, Computer Science or a related discipline, or significant equivalent practical experience in Technical IT operations and service management.
- ITIL v4 certification, or equivalent certification.
- Relevant technical certification(s) in cloud, infrastructure, operational support disciplines, or the ability to demonstrate equivalent technical expertise through experience.
Essential Skills and Experience
- Demonstrable experience supporting and overseeing live IT services in cloud-based and hybrid environments.
- Experience providing technical oversight across incidents, problems, changes and service improvement activities in a live operational setting.
- Clear written communication skills, with experience reviewing, drafting and adapting technical and operational content for different audiences.
- Clear verbal communication, stakeholder engagement and influencing skills, with the ability to provide constructive challenge and accessible technical advice.
- Experience working effectively within outsourced or multi-supplier operating models, helping ensure suppliers meet agreed service quality and delivery expectations.
- Experience working in a regulated environment, ideally within financial services or another organisation with strong control and governance requirements.
- Experience identifying and managing operational risk, service issues and technical debt, with a focus on service stability, resilience and continual improvement.
Essential Technical Knowledge
- Good understanding of cloud computing concepts and operational principles, particularly within AWS and Azure environments.
- Sound technical knowledge of live IT operations in cloud and hybrid environments, including service availability, resilience, monitoring and support considerations.
- Working knowledge of ITIL v4 principles and service management best practice, particularly as applied to live service operations.
- Practical understanding of change, incident and problem management processes within a controlled IT service environment.
- Good understanding of technical risk, operational controls and service assurance in a regulated or governance-led environment.
Behaviours
We'll assess you against these behaviours during the selection process:
- Changing and Improving
- Communicating and Influencing
- Leadership
- Making Effective Decisions
- Managing a Quality Service
We only ask for evidence of these behaviours on your application form:
- Communicating and Influencing
- Leadership
- Managing a Quality Service
Benefits
Alongside your salary of £49,400, National Savings and Investments contributes £14,311 towards you being a member of the Civil Service Defined Benefit Pension scheme.
Some benefits of working at NS&I include:
- Learning and development tailored to your role
- An environment with flexible hybrid working options
- 9-day fortnight scheme
- A culture encouraging inclusion and diversity
- A Civil Service pension with an average employer contribution of 28.97%
- Generous annual leave, starting at 25 days and increasing to 30 days
- Performance-related variable pay bonus
- Enhanced maternity, paternity, adoption and shared parental leave
Things You Need to Know
Artificial Intelligence
Artificial intelligence can be a useful tool to support your application. However, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified, including presenting the ideas and experiences of others, or AI-generated content, as your own, applications may be withdrawn and internal candidates may be subject to disciplinary action.
Selection Process Details
This vacancy is using Success Profiles and will assess your Behaviours and Experience.
To apply, click the link on the advert and complete the application form.
In your application you will be asked to provide:
- An outline of your career history and qualifications with key responsibilities and achievements.
- A 250-word personal statement on the key essential experience:
- Demonstrable experience supporting and overseeing live IT services in cloud-based and hybrid environments.
- Experience providing technical oversight across incidents, problems, changes and service improvement activities in a live operational setting.
- Clear written communication skills, with experience reviewing, drafting and adapting technical and operational content for different audiences.
- Clear verbal communication, stakeholder engagement and influencing skills, with the ability to provide constructive challenge and accessible technical advice.
- A 250-word statement for each selected behaviour at sift.
- Examples using the STAR (Situation, Task, Action, Result) method demonstrating how you meet the essential criteria.
We will assess applications on your personal statement, behaviour and technical skill statements.
In the event of a high volume of applications, the initial sift will be based on the Personal Statement. Only those meeting the minimum acceptable score will proceed to the full sift and be considered for interview.
If shortlisted, you will be invited to a one-hour panel interview via video call.
Interviews will take place on 30 September to 1 October.
Right to Work
As part of the recruitment process NS&I will ask about your right to work status. Candidates must have the right to work in the UK and meet eligibility requirements to work within the UK Civil Service.
Please note that NS&I is currently unable to offer visa sponsorship. Candidates requiring sponsorship are not eligible to apply.
Security and Credit Checks
This role is subject to Baseline Personnel Security Standard and financial credit checks.
Reserve List
A reserve list may be held for a period of 12 months from which further appointments can be made.
Working for NS&I
Any move to NS&I from another employer means you can no longer access childcare vouchers. You may, however, be eligible for other government schemes, including Tax-Free Childcare.
For External Candidates: If you are not currently employed within the Civil Service, you will be offered the starting salary at the bottom of the advertised pay range.
Security
Successful candidates must undergo a basic (or equivalent) criminal record check and Baseline Personnel Security Standard checks.
Nationality Requirements
This job is broadly open to:
- UK nationals
- Nationals of the Republic of Ireland
- Nationals of Commonwealth countries with the right to work in the UK
- Eligible EU, EEA and Swiss nationals and family members with settled or pre-settled status
- Individuals with eligible leave to remain arrangements
- Turkish nationals and certain family members who have accrued the right to work in the Civil Service
Working for the Civil Service
The Civil Service Code sets out the standards of behaviour expected of civil servants.
The Civil Service recruits by merit on the basis of fair and open competition and promotes diversity, equal opportunities and inclusion.
Contact point for applicants:
Name: Robbie Nelson
Email: [email protected]
Further Information
The law requires selection for appointment to the Civil Service to be on merit, through fair and open competition. If you feel your application has not been treated in accordance with the recruitment principles, contact
[email protected] in the first instance. If you remain dissatisfied, you can contact the Civil Service Commission at [1]
[email protected].
Closing Date: 14th September 11.55 pm
References
Visible links
1. mailto: [email protected]