IT Operations Manager

Well established UK multi-site business with its HQ in Birmingham, West Midlands is seeking an IT Operations Manager to lead and mature its core technology services. This is a key opportunity to take ownership of day-to-day IT operations, drive service excellence, and shape the future roadmap across cloud, Network, EUC and application environments. You’ll join a stable, growing organisation where technology is central to business performance and customer experience.

About the Role:

This role is responsible for the effective operation, stability and resilience of the organisation’s IT services across multiple UK sites. You will lead an IT operations team, manage third-party vendors, and ensure services meet agreed SLAs and compliance requirements. Working closely with senior stakeholders, you will contribute to strategic planning and deliver operational improvements that support business growth.

Key Responsibilities:

Lead and manage day-to-day IT operations across infrastructure, cloud platforms, EUC, M365 and application support.
Oversee incident, problem and change management processes to ensure timely resolution and minimise service disruption.
Manage relationships with key technology vendors and service providers, ensuring performance against contracts and SLAs.
Plan, prioritise and deliver IT operational initiatives and projects in line with the wider technology strategy.
Monitor and optimise IT operational budgets, including cost control, forecasting and value-for-money assessments.
Ensure IT services and operations adhere to cybersecurity, data protection and regulatory compliance requirements.
Develop, coach and performance-manage the IT operations team to build capability and a high-service culture.
Produce and present operational performance reports, metrics and recommendations to senior stakeholders.
Key Requirements:

Proven experience in an IT Operations Manager or similar leadership role ideally in a multi-site end user environment.
Experience managing cloud-based services, SD-WAN and Cloud Telephony in an operational context.
Demonstrable track record in incident and problem management within business-critical environments.
Experience managing third-party vendors and service providers, including contracts and SLAs.
Solid understanding of cybersecurity principles and compliance considerations in an operational setting.
Strong people management skills with experience leading and developing technical teams.
Strong background in IT service management with practical application of ITIL processes.
Confident stakeholder management and communication skills, able to influence at multiple levels.
Desirable Skills:

Experience supporting or overseeing Microsoft 365, Teams Telephony and end-user computing environments at scale.
Managing application support operations within a complex business landscape including SaaS and some legacy apps.
Exposure to IT strategy development and roadmapping in conjunction with senior leadership.
Experience in implementing or improving ITSM tooling, monitoring and automation.
Familiarity with working in regulated or highly audited environments.
Qualifications:

Degree in Information Technology, Computer Science or a related discipline is an advantage.
ITIL Foundation certification (v3 or v4) required; higher-level ITIL certifications advantageous.
Relevant cloud certification (e.g. Azure) ideal.
Management or leadership training/qualification beneficial.
If you’re an experienced IT Operations Manager ready to take ownership of a critical function in a well established UK multi-site business with its HQ in Birmingham, West Midlands, apply now to explore this opportunity further