Systems and IT Manager

This newly created, office-based role will work closely with the Associate Director - Operations & Safety, to help shape our long-term digital strategy whilst ensuring colleagues get the best from their technology and maintaining its security and effectiveness.

The Systems & IT Manager will oversee the lifecycle of all IT systems. The role will primarily provide first and second-line technical support, while supporting system administration, production operations, digital improvement projects and day-to-day service delivery.

The role will manage the relationship with our external IT support providers and lead the seamless integration, optimisation and ongoing management of the organisation’s core business systems, ensuring data flows, processes and user experiences are connected across multiple platforms. Work collaboratively with stakeholders to maximise interoperability, minimise duplication, and enable efficient, end-to-end business operations.

Principle Responsibilities

Technical Support and Troubleshooting

• Provide professional and efficient first- and second-line support, in conjunction with the external managed IT provider, being understanding of the needs of non-IT personnel
• Take ownership of identified issues, ensuring efficient diagnosing and resolving of problems
• Escalate third-line issues effectively when required
• Perform hardware and software installations, upgrades, configuration and troubleshooting
• Manage and maintain the asset register for all hardware and software licences.
• Ensure secure and reliable Wi-Fi, internet connectivity, and server management across all theatre spaces.
• Look after telephony and ensure continued working telephone system.

Systems Administration and Maintenance

• Conduct scheduled maintenance tasks on IT systems and services
• Support the procurement of IT equipment in line with budgets and transformation goals
• Produce and maintain documentation covering technical standards, builds and procedures
• Contribute ideas and feedback to improve systems and workflows as part of the Theatre’s ongoing digital evolution
• Manage SharePoint, ensuring uninterrupted access for those needing access to it at all times on and off site.

User Support and Training

• Support end users in the effective use of computer equipment through training, guidance and practical advice
• Champion best practice and digital confidence across the Theatre
• Deliver a proactive, responsive and customer-focused approach to service delivery
• Manage onboarding and offboarding of system users

Project Work and Continuous Improvement

• Meet regularly with external account managers for IT systems to review progress and agree forward planning
• Take ownership of, or contribute to, technology projects and improvement initiatives that enhance systems, processes or user experience
• Work collaboratively with teams across the organisation to deliver technology upgrades, migrations and process enhancements
• Support transformation projects by providing hands-on technical input and clear documentation
• Identify opportunities for automation, simplification and better use of technology to drive continuous improvement

Artificial Intelligence

• In consultation with the Associate Director - Insights, lead on the delivery of the organisation’s AI strategy, identifying and implementing AI solutions that align with business objectives and improve operational efficiency
• Drive the integration of AI technologies into existing business systems and workflows, ensuring seamless adoption, security and interoperability
• Establish and maintain AI governance, including policies, ethical standards, data privacy, cybersecurity and regulatory compliance
• Champion AI capability across the organisation by providing guidance, training and support to promote the responsible and effective use of AI tools
• Monitor emerging AI technologies and measure outcomes, evaluating new opportunities, managing vendor relationships, and ensuring AI initiatives deliver measurable business value.

Cybersecurity & Compliance

• Maintain and implement cybersecurity protocols, risk assessments, and data protection best practices
• Ensure compliance with relevant legislation and organisational policies. Coordinate regular backups, disaster recovery plans, and testing
• Conduct cybersecurity risk assessments and ensure compliance with relevant legislation, regulations and standards, including the UK GDPR, Data Protection Act 2018, Privacy Act 2020 (where applicable).

• Strong experience supporting Windows 11 (and macOS) in secure environments
• Demonstrable knowledge of Microsoft tenancy administration and support including: 365; Entra; InTune; and cloud-based services such as SharePoint, Teams, and OneDriveExperience in installing, configuring and troubleshooting PC, laptop and Mac hardware and software
• Strong analytical and troubleshooting skills with the ability to identify risks, evaluate solutions and implement continuous improvement.Demonstratable experience of delivering IT projects on time and within budget.
• To have the ability to identify risks, evaluate solutions and implement continuous improvements.Awareness of cybersecurity and principles
• Experience in managing change and delivering organisational improvements
• Knowledge of physical network infrastructure such as patch panels and firewall switches etc.

Experience we would like to see

• A sound knowledge of IT infrastructure and cloud managementExperience of IT in a hospitality environment
• Comprehensive knowledge of mobile device managementUnderstanding of EPOS and ticketing technologies
• Demonstratable experience of strong customer service and stakeholder engagement.

Personal Qualities we would love you to have

• Hands-on approach with a strong work ethic and good organisational skills
• High energy and the ability to remain focused on goals while working independently
• Enthusiastic, self-motivated, flexible and proactive approach to workload
• Ability to multitask and prioritise effectivelyCommitment to confidentiality and data protection procedures at all times.
• Strong communication skills and the ability to collaborate effectively.
• Flexibility with working hours is required to meet the demands of the role, including event support where needed.