Technical Operations Manager

JR United Kingdom; City Of London; Hybrid; GBP 70,000; Full time

Job summary

A leading name in the Real Estate industry seeks a Technical Operations Manager to oversee IT service delivery across their UK and European offices. This leadership role demands expertise in managing service desk operations, incident management, and stakeholder communication, ideal for someone ready to influence a medium-sized, agile business environment.

Qualifications

• Experience in a technical operations, IT service delivery, or service desk leadership role.
• Familiar with Microsoft technologies like Office 365, Intune, and Active Directory.
• Confident in a stakeholder-facing role with strong communication skills.

Responsibilities

• Lead IT Service Desk operations, ensuring performance and user satisfaction.
• Act as escalation point for major incidents, coordinating resolutions.
• Oversee Change Management processes and chair CAB meetings.

Skills

IT service delivery

Stakeholder management

Incident management

Service improvement

Communication

ITSM platforms

Technical operations

Education

ITIL certification or equivalent experience

Tools

ServiceNow

Freshservice

Jira

ManageEngine

Job description

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Technical Operations Manager, london (city of london)

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Client:

Burns Sheehan

Location:

london (city of london), United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

3

Posted:

26.06.2025

Expiry Date:

10.08.2025

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Job Description:

Technical Operations Manager - 12 Month (FTC) | £70,000 - London (Hybrid - 3 Days Per Week)

Here at Burns Sheehan, we're working with a leading name in the Real Estate space as they look to hire a Technical Operations Manager to help ensure smooth, reliable IT services across their UK and European offices.

This is a key hire within their Technology Services function, reporting into the Infrastructure & Security Manager. You’ll lead day-to-day IT service delivery helping manage the internal support team and 3rd party providers – while also driving continuous improvement across user support, service processes, and operational tooling.

The business is medium-sized (150 people across 9 countries), so it’s still agile, with the chance to influence how things are run. They’ve got the complexity of a multi-site, multi-national setup, but without the red tape of a large corporate.

Core Responsibilities:

• Lead and manage IT Service Desk operations, ensuring strong performance and user satisfaction.
• Act as escalation point for major incidents – coordinating resolution and keeping stakeholders informed.
• Take ownership of Incident, Request, and Escalation processes and related reporting.
• Oversee Change Management processes and chair CAB meetings.
• Support desktop, mobile, and office IT environments – including vendor relationships, licensing and asset management.
• Work closely with internal teams and external partners to align on service improvement priorities.
• Occasionally travel to European offices when required.
• Solid experience in a technical operations, IT service delivery, or service desk leadership role.
• Good knowledge of ITSM platforms (e.g. ServiceNow, Freshservice, Jira, ManageEngine).
• Familiar with core Microsoft technologies – including Office 365, Intune, Active Directory and basic networking.
• Experience working with 3rd party vendors and managing outsourced IT services.
• Confident in a stakeholder-facing role – strong communication and coordination skills.
• Ideally ITIL certified (or equivalent experience), with a hands-on approach to process improvement.
• Comfortable resolving first-line issues when necessary

This is a great opportunity for someone looking to step up in a visible, hands-on leadership role with plenty of variety day to day. If you’re interested, apply below and we’ll be in touch.

Technical Operations Manager - 12 Month (FTC) | £70,000 - London (Hybrid - 3 Days Per Week)