Senior Technology Services Manager

The Felix Project; Greater London; Ibrido; GBP 54.000 - 66.000; Tempo pieno

Descrizione del lavoro

The Felix Project is seeking a Senior Technology Services Manager to lead the organisation's technology service delivery from London or Sheffield, in a hybrid capacity. The role focuses on establishing service standards, incident management, and coordinating IT and security teams to support Felix's mission of rescuing and redistributing surplus food.

You will deputise for the Head of Technology and shape the technology plan while ensuring data protection and information security across services.

Competenze

• Proven track record leading technology service delivery at scale.
• Experience building service management foundations such as incident management, service levels and performance reporting.
• Experience line-managing managers and building high-performing unified teams.
• Strong oversight of information security and data protection.
• ITIL qualification or equivalent.

Mansioni

• Lead day-to-day technology service delivery across Felix.
• Establish and embed service standards and incident management processes.
• Own major incidents and problem management; coordinate resolutions.
• Manage and develop the IT and Security Manager and the Service Manager.
• Oversee third-party performance and contract management.
• Collaborate with teams to align technology with business needs.

Conoscenze

Technology service delivery

Incident management

People leadership

Information security

Data protection

Formazione

ITIL qualification

Strumenti

Microsoft technologies

Salesforce

Dynamics

Descrizione del lavoro

Job Title:Senior Technology Services Manager

Reporting to:Head of Technology

Salary:£60,000 per annum

Contract Type:Permanent

Location:Hybrid from London or Sheffield

Hours:35 hours per week, 9am to 5pm, Monday to Friday

Requirements:Felix can only employ applicants who currently have the right to work in the UK. As part of our safer recruitment policy, we do ask questions regarding unspent criminal records.

We are Felix

We bring people together to rescue, repurpose, and share surplus food that would otherwise go to waste, turning an environmental problem into a social opportunity. Together with 16 other independent charities, 18,000 volunteers, and thousands of partners, we are the UK’s food rescue network, supporting 1.5 million people across the country. We are about fuller plates, fuller communities, and fuller lives.

Purpose of the Job

The Senior Technology Services Manager is the senior service leader in Felix's technology team. The role exists to build and run reliable, well managed technology services, so that colleagues across Felix can get on with rescuing and redistributing surplus food.

Reporting to the Head of Technology, you will own the quality and consistency of day to day service delivery across the team, leading the IT and Security Manager and the Service Manager and the functions beneath them. Much of what good looks like is still being put in place, so a central part of the role is establishing and embedding it: clear service standards, incident management and regular performance reporting. You will deputise for the Head of Technology on service delivery matters when needed, and help shape and deliver the wider technology plan. This is a leadership role: your focus is on people, standards and delivery rather than hands on technical work.

You will join an established team of around twelve, working alongside colleagues in business applications, data and Dynamics, and you will play a central part in maintaining the trust and confidence the wider organisation places in technology.

Duties and Responsibilities

As Senior Technology Services Manager, your main duties and responsibilities will include:

• Build, own and continuously improve the quality and reliability of day to day technology service delivery across Felix, establishing clear service standards and ways of working where they do not yet exist.
• Establish and embed core service management foundations, including a single view of incidents, an agreed incident classification framework, service level agreements and regular performance reporting.
• Own major incident and problem management, acting as the senior point of escalation, coordinating resolution and making sure lessons are learned and acted on.
• Lead, line manage and develop the IT and Security Manager and the Service Manager, setting clear expectations and consistent ways of working across their teams.
• Own demand, capacity and prioritisation across business as usual, projects and improvement work, protecting the team from overload and making sure effort goes where it matters most.
• Provide oversight and assurance on information security in support of the IT and Security Manager, making sure risks are understood and managed.
• Oversee that data protection processes are followed across the services and teams reporting to this role, working with the Data Protection Lead so that day to day handling meets Felix's obligations.
• Own, or co‑own with the relevant specialist in the team, the performance of third parties and contractors that support service delivery, holding them to account for value and delivery.
• Contribute to shaping and delivering the wider technology plan, helping translate priorities into well managed and well communicated delivery.
• Deputise for the Head of Technology on service delivery matters when required, including representing technology services in meetings and decisions.
• Build strong working relationships across the organisation, engaging with frontline and warehouse teams so that technology reflects how Felix actually works.
• Support planning, budgeting and resourcing within your area, and escalates pressures early.

Person Specification

We are looking for a confident and credible leader who can take ownership of service delivery and deputise for the Head of Technology when needed. The ideal candidate will bring:

• A proven track record of leading technology service delivery, including establishing or maturing service delivery in an organisation of comparable scale and complexity.
• Experience of building service management foundations such as incident management, service levels and performance reporting, not only running them once in place.
• Experience of line managing managers and building high performing, unified teams, including through periods of change.
• Confident ownership of major incidents and competing demand, staying calm and measured under pressure and prioritising well.
• A good working understanding of information security and data protection, and how to provide oversight and assurance.
• Experience of holding third parties and contractors to account for delivery and value.
• Excellent communication skills, able to explain technical matters clearly to non technical colleagues and to build trust across an organisation.
• A collaborative, approachable and mission driven style, with a genuine interest in Felix's cause.
• Significant experience leading technology service delivery, including establishing or improving service standards, incident management and performance reporting.
• Experience of line managing managers and developing teams.
• Experience of working in the charity or third sector.
• Experience of owning demand and capacity and prioritising across competing work.
• A strong track record of reliable delivery, sound planning and effective prioritisation.
• The ability to provide oversight and assurance on information security and data protection.
• Experience of managing third party and contractor performance.
• Excellent interpersonal and communication skills, including with non technical audiences.
• A recognised IT service management qualification such as ITIL.
• Experience of Microsoft technologies and a mixed Salesforce and Dynamics environment.

Equity Diversity Inclusion & Belonging

At Felix, we are committed to promoting equality, diversity, and inclusion in everything we do. We value the unique contributions of every individual and strive to create a respectful, inclusive environment free from discrimination or prejudice. Our commitment extends to all employees, and volunteers, ensuring equal opportunities for everyone, regardless of background or characteristics.

Application Procedure

Once you apply, you will be directed to our recruitment portal. Please upload your CV and a covering letter outlining your suitability for the role and make sure that they are both uploaded before submitting your application. After you have submitted your application, you have 24 hours in which you can access your application and make edits. We will only consider applications with both CV and cover letter submitted.

Recruitment Timeline

We reserve the right to close advertisements early and we might assess candidates and arranging interviews as applications comes in, so please apply as soon as possible, to avoid missing out on this opportunity.

Due to the anticipated large number of applicants, if you do not hear from us within four weeks of your application, we regret to inform you that your application has been unsuccessful. Consequently, will not be able to provide feedback.

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