Manager - IT

• Run the internal IT estate, spanning servers, networks, endpoints, cloud services, virtualization, and enterprise platforms, holding availability and performance to agreed service levels
• Lead the IT service desk and end-user support so incidents, requests, and escalations close within SLA, and use problem management to remove the root causes behind repeat tickets
• Enforce change, configuration, and capacity discipline so releases and infrastructure changes are controlled, capacity is planned ahead of demand, and avoidable outages are prevented
• Manage information security operations for the internal environment, covering patching and vulnerability closure, endpoint protection, identity and privileged access control, and joiner, mover and leaver provisioning, in coordination with the information security function
• Safeguard recoverability of internal IT systems against approved recovery objectives, proving readiness through periodic backup restore and failover testing
• Control internal IT cost by supporting budget preparation and managing cloud, licensing, support, and asset spend against forecast, with licence compliance maintained and hardware refreshed on a defined cycle from provisioning through to secure disposal
• Hold vendors and service providers to committed service and commercial terms through performance reviews, service credits, and renewal preparation, supporting the Head of IT on negotiation and award decisions
• Raise service quality and efficiency through automation and platform modernization, evaluating new tooling including AI-enabled internal productivity solutions and preparing business cases that inform the Head of IT's internal IT roadmap
• Lead and develop the internal IT team, setting priorities and operating standards, reporting service, cost, and risk performance to management, and deputizing for the Head of IT on operational matters
• Sustain governance and audit readiness by keeping controls, procedures, and evidence current for internal and external IT audits including ISO 27001

Person Specification

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline
• Minimum 6+ years in internal IT operations or infrastructure management, including at least two years leading a team in an SLA-driven environment
• Hands-on depth across the corporate IT estate, covering servers, networks, endpoints, virtualization, cloud services, Microsoft 365, Active Directory and identity management, and backup and recovery
• Proven track record running service management disciplines, incident, change, problem, and capacity, on an enterprise service management platform
• Demonstrated security operations experience covering patching, vulnerability closure, access governance, and disaster recovery testing, with exposure to ISO 27001 or equivalent audit and control frameworks
• Commercial capability in IT budgeting, cloud and licence spend management, vendor performance management, and delivery of measurable cost savings
• Certifications such as ITIL, Microsoft, CCNA or CCNP, VMware, or Linux will be considered an advantage
• Strong communication, stakeholder management, and analytical judgement, with the ability to hold priorities and operating standards under pressure