Employee Technology Operations Manager

Role Overview

• Lead, coach, and develop the ET team with clear goals, meaningful feedback, and tailored development plans.
• Run the operational cadence: standups, 1:1s, team meetings, feedback loops, and OKR check‑ins.
• Oversee performance reviews, training needs, resource planning, and succession planning.
• Build an inclusive, collaborative culture that promotes growth, accountability, and innovation.
• Ensure consistent delivery of ET services aligned with SLAs and business requirements.
• Manage team workloads and priorities; follow up on tickets and escalations (overseeing rather than hands‑on resolving).
• Own service reporting and major‑incident communications.
• Drive continuous improvement across processes, tooling, and ways of working.
• Serve as the primary business-facing contact for ET service and support performance.
• Partner with senior leadership to translate needs into clear team objectives and outcomes.
• Collaborate with the Zellis group to align processes and improve cross‑unit operations and tooling.

Requirements

• Proven people‑leadership experience in IT/technology operations or support (e.g., Service Desk Manager, IT Operations Team Lead, Support Manager).
• Experience managing a team of 5+ people, with a strong track record of coaching and developing individuals.
• Confident running an effective operational rhythm (standups, 1:1s, SLAs/metrics, incident comms).
• Comfortable owning escalations and acting as the main business-facing contact.
• Nice‑to‑have knowledge: Exposure to Atlassian tools (Jira/Confluence) or similar ticketing/collaboration tools.
• Familiarity with IT service delivery best practice.
• Experience managing projects and organisational change, ideally supported by relevant certifications (e.g., ITIL Foundation, PRINCE2, Agile/Scrum Master).

Benefits

• Flexible work – choose a working setup that works for you, our only ask is to see you once a month in the office and you must be based in the UK or Ireland.
• 25 days holiday plus your local bank holidays
• Your birthday off
• Two half day wellbeing days
• Healthcare cash plan to cover the costs of day to day healthcare
• Employee Assistance Plan 24/7 365 support
• Income Protection (75%) and life assurance (4x salary)
• Pension scheme
• Enhanced parental leave package
• 26 weeks fully paid maternity leave and 4 weeks fully paid paternity leave
• £50 monthly allowance to spend on whatever takes your fancy, your very own Benifex card will be topped up at the start of each month!