IT Operations Manager

Monmouthshire Building Society; Cardiff; On-site; GBP 90,000 - 110,000; Full time

Job summary

Monmouthshire Building Society is seeking an IT Operations Manager to lead our application support, IT service, infrastructure management and information security functions. You will ensure technology services are secure, stable and aligned with business needs while supporting ongoing growth and transformation.

You will drive performance across teams, oversee incident and problem management, strengthen resilience, manage third-party suppliers, and collaborate with risk and security to maintain

Qualifications

• Significant experience leading IT operations, service delivery and infrastructure.
• Strong understanding of operational resilience, disaster recovery and continuity.
• Experience managing third-party supplier relationships.

Responsibilities

• Drive high performance across application support, service desk and infrastructure teams.
• Oversee incident, problem, release, patching and root cause management for applications.
• Improve responsiveness and service desk impact using standards and feedback.
• Oversee lifecycle, patching, capacity and performance across infrastructure.
• Collaborate with risk and security to maintain cyber, access, patching and controls.
• Lead major incidents and coordinate recovery and communications.
• Identify vulnerabilities and contribute to resilience planning and testing.
• Strengthen technical resilience for critical services and test recovery arrangements.
• Maintain governance over supplier relationships, reviews, due diligence and compliance.

Skills

IT Operations

Service Delivery

Infrastructure Leadership

Risk & Security

Vendor Management

Tools

MS Azure

ISO27001

Cyber Essentials

Job description

What will you be doing?

As our IT Operations Manager, you will lead our application support, IT service, infrastructure management and information security functions ensuring technology services are secure, stable and suitable for business needs. Collaborating with cross-functional colleagues, you will pay a critical role in maintaining an IT estate that is positioned to support the organisation’s ongoing growth and transformation.

Your key tasks and responsibilities will include:

• Drive high performance across application support, service desk and infrastructure teams through robust leadership that balances clear expectations and constructive challenge with coaching, support and development
• Oversee incident, problem, release, patching, and root cause management for application services, ensuring effective resolution and continuous learning
• Use service standards, performance insight, and feedback to improve responsiveness, resolution quality, and overall service desk effectiveness
• Oversee lifecycle management, patching, capacity, and performance across infrastructure, working closely with architecture and delivery teams to ensure supportable and sustainable solutions
• Work with risk and security teams to maintain effective cyber, access, patching, and control disciplines, and to manage operational risks, remediation, and assurance activity
• Lead the response to major incidents and operational disruption, coordinating recovery, communications, and mitigating actions to minimise impact
• Identify vulnerabilities and contribute to resilience planning and testing to strengthen the organisation’s ability to withstand disruption
• Strengthen technical resilience for critical services by identifying dependencies, addressing single points of failure, and ensuring recovery arrangements are regularly tested and improved
• Maintain strong governance over critical supplier relationships, including service reviews, risk assessment, due diligence, issue escalation, remediation, and compliance with regulatory and internal policy expectations

What sort of person will you be?

To be successful in this role, you will be a strategic and credible senior leader with a strong track record of shaping high-performing IT operations around organisational priorities. You will be able to influence across the organisation, lead confidently through complexity and disruption, and translate strategic objectives into clear operational plans and outcomes. You will also demonstrate the ability to coach, challenge and develop others, building leadership capability, accountability and a culture of continuous improvement.

Essential:

• Significant experience in IT Operations, service delivery and infrastructure leadership
• Deep understanding of operational resilience, service continuity, disaster recovery, backup, and restoration practices
• Confidence managing third-party supplier relationships

Desirable:

• MS Azure experience
• ISO27001 knowledge
• Experience implementing Cyber Essentials Accreditation
• Experience in financial services industry