IT Technical Operations Manager (Corporate)

The IT Technical Operations Manager is a key role within the IT Services (IT Operations) team, responsible for the operational management, support and continual improvement of Corporate IT services across the organisation.

The role provides technical oversight of live corporate services and platforms, ensuring they are secure, stable, reliable and fit for purpose, and that they meet organisational needs and service expectations. This includes responsibility for business-as-usual service delivery, operational service performance, change into live service, and the ongoing improvement of corporate IT services.

Acting as the technical subject matter expert for Corporate IT, the postholder provides expert advice, assurance and guidance across business units, internal teams and suppliers. The role ensures that corporate services are managed in line with technical standards, controls, security requirements, governance obligations and best practice.

The IT Technical Operations Manager is responsible for maintaining and enhancing a modern, collaborative digital workplace that enables colleagues to work effectively and productively. This includes oversight of corporate applications and workplace technologies, working with stakeholders across the organisation to maximise value, performance and user experience.

The role also supports the effective management of information security, risk and compliance across Corporate IT services, helping to ensure services operate in accordance with organisational policies, regulatory requirements, audit expectations and public sector standards. This includes working with relevant teams and suppliers to maintain appropriate controls, support assurance activity, and address risks or service issues in a timely manner.

The role supports the effective management of incidents, problems, changes and service improvements, working closely with the service desk, business stakeholders and suppliers to ensure the smooth running of corporate IT services and the delivery of reliable outcomes for staff and customers.

Working as part of an agile IT services function, the postholder collaborates with colleagues across Corporate, Retail and B2B operations to support wider business objectives and deliver high-quality, resilient and customer-focused IT services., * UK nationals

• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

• A degree-level qualification in Information Technology, Computer Science or a related discipline, or equivalent significant practical experience in the management of Corporate IT services and applications.

• ITIL 4 Foundation qualification or equivalent relevant service management certification.

• Relevant Microsoft 365 technical certification, or demonstrable equivalent technical expertise in Microsoft 365 services and platforms.

Essential skills and experience

• Significant experience of IT application service management, including the support and continual improvement of business-critical corporate applications.

• Proven experience of IT operations within a live service environment, with responsibility for service performance, stability and user support.

• Experience of leading, managing and developing a team of people, including setting objectives, prioritising work, managing performance, coaching colleagues and supporting professional development.

• Strong practical understanding of the ITIL 4 framework and service management best practice.

• Excellent communication, stakeholder engagement and influencing skills, with the ability to advocate effectively for service improvements and business needs.

• Strong experience of Microsoft 365 services and the corporate digital workplace.

• Experience shaping service roadmaps, lifecycle management plans and investment recommendations for corporate technology services.

• Experience of using service desk or service management tools, preferably ServiceNow, to support operational processes, reporting and service improvement.

• Experience of working effectively within an outsourced or multi-supplier operating model.

• Experience owning or supporting operational risks, controls, audit evidence and assurance activity for live IT services.

• Experience leading or coordinating major incident response, service recovery activity and supplier-led service improvement.

• Experience providing technical assurance for service transition, operational readiness and acceptance into live service.

• Experience challenging suppliers on technical, commercial, contractual, security and service performance obligations.

• Experience of working within financial services or another regulated environment.

• Experience supporting Finance and HR applications at a technical or service management level.

Essential technical knowledge

• Strong technical knowledge of IT application infrastructure, including cloud-based services, platform components, integrations and supporting technologies.

• Strong technical knowledge of Microsoft 365 services and the wider corporate digital workplace environment.

• In-depth understanding of IT application management, including service support, operational control, lifecycle management and continual service improvement.

• Good working knowledge of ITIL 4 principles and service management practices.

• Good understanding of Corporate IT operational resilience, including service continuity, supportability, recoverability and major incident response.

• Strong understanding of Microsoft 365, identity, endpoint management, collaboration services and related security controls.

• Good understanding of audit, assurance, risk and control requirements in a regulated or public sector IT environment.

• Good understanding of supplier governance, service acceptance, operational readiness and live service transition principles., * Changing and Improving
• Communicating and Influencing
• Delivering at Pace
• Making Effective Decisions
• Managing a Quality Service

We only ask for evidence of these behaviours on your application form:

• Communicating and Influencing
• Managing a Quality Service

Technical skills

We’ll assess you against these technical skills during the selection process:

• Technical knowledge of Microsoft 365 services and the wider corporate digital workplace environment., This vacancy is using Success Profiles , and will assess your Behaviours, Experience and Technical skills., + Significant experience of IT application service management, including the support and continual improvement of business-critical corporate applications.
• Proven experience of IT operations within a live service environment, with responsibility for service performance, stability and user support.
• Experience of leading, managing and developing people to deliver high performance and continuous improvement.
• A 250 word statement for each selected behaviour at sift.
• Please use examples from your experience and knowledge to demonstrate how you meet them addressing the essential criteria in the Person Specification. We would recommend using the STAR ‘situation, task, action, result’ method of giving examples., As part of our 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., This role is subject to Baseline Personnel Security Standard and financial credit checks, and a Security Check., To undertake the full duties of this role, you must be able to achieve Security Check (SC) clearance in addition to Baseline Personnel Security Standard (BPSS) checks., Successful candidates must undergo a basic (or equivalent) criminal record check. Successful candidates must meet the security requirements before they can be appointed. The level of security needed is security check .

Alongside your salary of £57,500, National Savings and Investments contributes £16,657 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides .

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, increasing to 30 days
• Performance-related variable pay bonus
• Enhanced maternity, paternity, adoption and shared parental leave, Any move to NS&I from another employer will mean you can no longer access childcare vouchers. This includes moves between government departments. You may however be eligible for other government schemes, including Tax-Free Childcare. Determine your eligibility at https://www.childcarechoices.gov.uk/.

For NS&I employees: If you are applying for a role at the same NS&I band as you are currently and the advertised salary of the role is higher, if you are successful, any salary increase will be at the discretion of NS&I and will be reviewed as part of the next annual pay review, in accordance with the NS&I employee handbook.

For Existing Civil Servants: If you are transferring from another government department at the same grade, your current salary will generally be matched within reasonable parameters and subject to NS&I pay ranges. If you are transferring on promotion, you will be offered the starting salary at the bottom of the pay scale. If you are transferring on promotion and your existing salary is within the advertised range, you will be offered a maximum of a 10% uplift on your existing salary (up to the advertised maximum).

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.

Can be based at any one of our four offices in the UK. These are London (SE1 9HA), Durham (DH1 1SL), Preston (PR4 1TE) or Glasgow (G2 8JX)