Information Technology Manager

Heart of England Co-operative Society Ltd; Coventry; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Colleague Discounts

30 days holiday

Health and wellbeing support

Pension scheme

Life insurance

Employee assistance programme

Job summary

Heart of England Co-operative Society is seeking an experienced IT Manager to lead the IT team and secure, reliable technology services across the Society. You will report to the Head of IT and oversee IT support, infrastructure and cyber security, driving service standards and continuous improvement.

You will manage ITIL processes, oversee cyber risk and supplier relationships, and lead cross-functional projects across multiple sites.

Qualifications

• Proven experience leading IT operations, service delivery or infrastructure teams.
• Strong knowledge of ITIL principles and service management practices.
• Experience with IT security operations, vulnerability management and incident response.
• Experience with PCI DSS, Cyber Essentials, GDPR and governance.
• Experience with Azure and M365 administration.
• Experience reporting on operational risk and performance.

Responsibilities

• Lead the operational delivery of IT services across the Society.
• Develop IT support, infrastructure and cyber security functions.
• Coach IT colleagues and foster accountability and collaboration.
• Oversee IT service levels, KPIs and colleague experience.
• Own ITIL processes: Incident, Request, Problem, Change, Asset, Configuration.
• Act as escalation point for major incidents and service disruptions.
• Ensure secure, reliable infrastructure including networks, servers, cloud, endpoints.
• Oversee backup, DR and business continuity planning.
• Manage hardware lifecycles, software licensing and standards.
• Drive cyber security roadmap, risk remediation and incident response.
• Manage cyber security providers (MDR and SOC) and supplier relations.
• Ensure PCI DSS, Cyber Essentials, GDPR compliance.
• Maintain cyber risk register and security improvement actions.
• Lead IT suppliers and service providers with SLA focus.
• Engage with colleagues and stakeholders across the Society.
• Lead OT projects and ensure smooth transitions to operations.
• Identify automation and self-service opportunities.
• Promote new technologies with clear business value.

Skills

ITIL

Cyber security

Azure

Microsoft 365

IT governance

Stakeholder management

Incident/Problem/Change management

Service management

Tools

ITSM platforms

Job description

We're looking for an experienced and proactive IT Manager to join our IT team and play a key role in keeping our technology services secure, reliable and fit for the future. Reporting to the Head of IT, you'll lead the operational IT function across the Society, overseeing IT support, infrastructure and operational cyber security. You'll be responsible for ensuring our colleagues have the technology and support they need to do their jobs effectively, while maintaining strong security, resilience and service standards. This is a varied role that combines IT service management, infrastructure, cyber security, supplier management, compliance and project delivery, making it an excellent opportunity for someone who enjoys both the operational and strategic sides of IT.

What you'll be doing

As IT Manager, you'll:

• Lead the operational delivery of IT services across the Society.
• Manage and develop the IT support, infrastructure and cyber security functions.
• Lead, coach and develop IT colleagues, creating a culture of accountability, collaboration and continuous improvement.
• Oversee IT service levels, operational KPIs and colleague experience.
• Own and improve ITIL service management processes, including Incident, Request, Problem, Change, Asset and Configuration Management.
• Act as an escalation point for major incidents and critical service disruptions.
• Ensure our infrastructure remains reliable, secure and resilient, including networks, servers, cloud platforms, endpoints and business-critical systems.
• Oversee backup, disaster recovery and business continuity arrangements.
• Manage hardware lifecycles, software licensing, technology standards and infrastructure refresh programmes.
• Lead the operational cyber security roadmap, including vulnerability management, patch compliance, risk remediation and incident response.
• Manage relationships with specialist cyber security providers, including MDR and SOC providers.
• Ensure compliance with PCI DSS, Cyber Essentials, GDPR and Society policies.
• Own the cyber risk register, audit findings and security improvement activity.
• Manage IT suppliers and service providers, ensuring performance is delivered against agreed service levels.
• Build effective relationships with colleagues, department leaders and senior stakeholders across the Society.
• Lead operational technology projects and workstreams, ensuring new services are successfully transitioned into operational support.
• Identify opportunities for automation, self-service and process improvement.
• Promote new technologies where they provide clear value to the business.
• On-call, covering evenings and weekends, approximately one out of four weeks

What we’re looking for

We're looking for someone who can combine strong technical and service management knowledge with effective leadership and communication skills. You'll ideally have:

• Experience managing an IT operations, service delivery or infrastructure team.
• Strong knowledge of ITIL principles and service management practices.
• Experience managing IT support, infrastructure and operational technology services.
• Experience managing third-party IT suppliers and service providers.
• An understanding of cyber security operations, vulnerability management and incident response.
• Knowledge of PCI DSS, Cyber Essentials, GDPR and technology governance.
• Experience with Microsoft Azure and Microsoft 365 administration.
• Experience producing operational, risk and performance reporting.
• Strong leadership, coaching and stakeholder management skills.
• Experience working within a multi-site operational environment.
• Excellent communication and organisational skills.
• ITIL Foundation or higher would be beneficial, as would cyber security or project management qualifications.
• Experience with ITSM platforms and automation would also be advantageous.
• Retail sector experience would be desirable.

About you

• You'll be service-focused, proactive and accountable, with a genuine commitment to delivering a positive technology experience for colleagues.
• You'll be comfortable balancing the demands of day-to-day IT operations with longer-term improvement projects, while remaining focused on business impact, security and risk.
• You'll be calm under pressure, particularly when dealing with major incidents or security events, and confident communicating with colleagues, suppliers and senior stakeholders.
• Most importantly, you'll be a collaborative leader who enjoys developing people, improving processes and finding smarter, more efficient ways of working.

About the Heart of England Co-operative Society

The Heart of England Co-operative Society is an independent, regional Co-operative with roots dating back to 1832. We're a membership organisation, proud to work on behalf of our members and the communities we serve across Coventry, Warwickshire, South Leicestershire and Northamptonshire. Our Co-operative ethos remains at the heart of everything we do. Our vision is to enrich the lives of our members, customers, clients and colleagues by putting them at the heart of every decision, while our mission is to be a forward-thinking Co-operative that adds value to local communities.

What we can offer you

As well as a competitive salary, you'll have access to a range of benefits including:

• Colleague Discount 10% plus double discount on 4-weekly pay weekend in our food stores
• 30 days holiday (incl bank holidays) rising with length of service
• FAB furniture discount of 15%
• Enhanced maternity pay
• Enhanced redundancy pay
• Discounts and savings platform - My Staff Shop
• Stream
• EAP with GP Access - referrals, prescription service, GP consultations, phone and in-person counselling
• Refer A Friend Scheme
• Long Service Award
• Support for eye care
• Financial and Wellbeing support from: Co-op Credit Union, Grocery Aid
• Life Insurance 2 x salary
• Health Assured Bereavement Support
• ZGP24 Service providing video and phone consultations, open referrals and prescription service
• Crisis 24 - Worldwide security and health information service
• Terminal illness support

If you're an experienced IT professional looking for a role where you can make a real difference to the reliability, security and development of technology across a growing organisation, w