This is an opportunity to join a values-led organisation where technology plays a critical role in supporting customers, employees, and future business strategy.
As the Technology Operations & Service Excellence Manager , you will lead the teams and functions responsible for keeping day-to-day technology services running effectively across the business.
This role extends beyond traditional service desk leadership and covers core operational pillars including end-user support, service design, asset lifecycle management, configuration management, governance, service performance, and continual improvement .
You will bring structure, accountability, and leadership to a multi-disciplinary function while partnering with senior stakeholders to improve the overall employee technology experience.
Key Responsibilities
- Lead enterprise technology support functions including service desk, user support, request fulfilment, and service operations .
- Oversee technology asset management , ensuring strong lifecycle controls, commercial efficiency, and accurate ownership.
- Drive maturity across configuration management / CMDB disciplines , improving visibility of systems, dependencies, and risk.
- Improve service delivery performance through meaningful KPIs, reporting, and operational governance.
- Build and mentor capable teams, creating clear accountability, engagement, and development pathways.
- Partner with infrastructure, cyber, engineering, workplace technology, and business stakeholders to improve end-to-end service outcomes.
- Lead incident response coordination and service recovery during critical disruptions.
- Identify automation and tooling opportunities to streamline support and improve user experience.
- Strengthen service processes across onboarding, device management, change coordination, and service transition.
- Embed a culture of ownership, responsiveness, and continuous improvement.
- Proven leadership experience running technology operations / service delivery functions within a complex enterprise environment.
- Strong experience managing service desk, EUC, asset management, or configuration management teams.
- Financial services, banking, investments, or other regulated sector experience highly regarded.
- Strong understanding of ITSM / ITIL principles , but practical operational leadership is key.
- Experience improving service metrics, governance, and operational maturity.
- Strong people leadership skills across direct and matrix teams.
- Commercial mindset with the ability to balance service quality, cost, and risk.
- Excellent stakeholder engagement skills with the confidence to work across senior leadership groups.
- Calm, decisive operator who performs well in fast-moving environments.
