Technical Operations Manager

Addition; Milton Keynes; Hybrid; GBP 45,000 - 75,000; Full time

Benefits offered by this job

Flexible and hybrid working options

Pension contributions

Discretionary bonus scheme

Onboarding and professional growth

Job summary

Addition Solutions in the United Kingdom is seeking an experienced Technology Operations Manager to own and develop our Technology Operations capability. You will lead the Service Desk, oversee Windows and macOS endpoints and drive automation to improve efficiency and colleague experience.

You will define strategic direction, stay hands-on when needed, and collaborate with Security and People teams to implement ITSM and AI-assisted support to scale operations in a regulated financial technology

Qualifications

• Experience leading an IT Service Desk or Technology Operations team within a regulated environment.
• Hands-on knowledge of endpoint management using MDM or UEM platforms.
• Experience supporting Windows and macOS devices.
• Understanding Joiners, Movers and Leavers processes and access-management controls.
• Automation or scripting solutions to reduce manual Service Desk activity.
• ITSM knowledge and Jira Service Management experience.
• Stakeholder management and communication skills.

Responsibilities

• Lead and continuously improve the Technology Operations function, coaching the Service Desk and setting objectives, SLAs and quality standards.
• Act as escalation point for complex issues and ensure timely, colleague-focused resolutions.
• Define, monitor and report on service KPIs and KRIs.
• Promote accountability, collaboration and continuous improvement.
• Own configuration, deployment and lifecycle management of Windows and macOS endpoints.
• Maintain and improve MDM/UEM tooling to enforce security policies and controls.
• Ensure endpoint builds are secure, auditable and compliant with data-protection requirements.
• Partner with Security to embed endpoint hardening, patching and remediation.
• Lead Joiners, Movers and Leavers processes, including provisioning and access management.
• Coordinate with People and Security to manage access rights and audit trails.
• Improve workflows to reduce manual effort and accelerate productivity for new hires.
• Identify high-volume Service Desk queries and create automation and self-service solutions.
• Champion a shift-left approach with safe self-service.
• Evaluate ITSM platforms, workflow tools and AI-assisted support capabilities.
• Document operational processes and maintain a knowledge base.
• Manage relationships with technology suppliers and service providers.
• Support technology risk and control frameworks, including audits.

Skills

Service Desk leadership

Endpoint management

Joiners Movers Leavers

Automation scripting

ITSM (Jira Service Management)

Stakeholder management

Regulated environment

Communication

Problem solving

Security awareness

Tools

Jira Service Management

MDM/UEM

Job description

We're partnering with a fast-growing organisation operating within the financial technology sector to appoint an experienced Technology Operations Manager.

This is an excellent opportunity for a hands-on technology leader to own and develop the organisation's Technology Operations capability. You'll lead the Service Desk team, oversee endpoint management and the Joiners, Movers and Leavers process, and introduce intelligent automation that improves operational efficiency and the wider colleague experience.

This role would suit a technically capable and forward-thinking leader who can define the strategic direction of Technology Operations while remaining comfortable troubleshooting issues and delivering practical solutions when required.

The Opportunity

As Technology Operations Manager, you'll have overall responsibility for the effective operation and continued development of the organisation's internal technology services.

You'll lead and develop the Service Desk team, take ownership of Windows and macOS endpoints and ensure technology processes remain secure, reliable and compliant within a regulated environment.

You'll also identify opportunities to reduce manual workloads through automation, self-service tools, scripts and improved workflows, helping the function scale effectively alongside the wider organisation.

Key Responsibilities

You'll lead and continuously improve the Technology Operations function by:

• Leading, coaching and developing the Service Desk team, setting clear objectives, service levels and quality standards.
• Acting as the escalation point for complex or sensitive technical issues and ensuring timely, colleague-focused resolutions.
• Defining, monitoring and reporting on service KPIs and KRIs.
• Promoting a culture of accountability, collaboration and continuous improvement.
• Owning the configuration, deployment and lifecycle management of Windows and macOS endpoints.
• Maintaining and improving MDM and UEM tooling to enforce relevant security policies and controls.
• Ensuring device builds are consistent, secure, auditable and compliant with data-protection requirements.
• Partnering with the Security team to embed endpoint hardening, patching and vulnerability remediation into day-to-day operations.
• Leading the technology elements of the Joiners, Movers and Leavers lifecycle, including provisioning, access management and deprovisioning.
• Working with People and Security teams to ensure access rights are granted and removed accurately and on time.
• Maintaining complete audit trails for Joiners, Movers and Leavers activity.
• Improving workflows to reduce manual effort and accelerate time to productivity for new employees.
• Identifying high-volume Service Desk queries and creating automation, scripts, runbooks and self-service solutions to address them at scale.
• Championing a shift-left approach that allows colleagues to self-serve safely without compromising security.
• Evaluating and implementing ITSM platforms, workflow tools and AI-assisted support capabilities.
• Documenting operational processes and maintaining an accessible technical knowledge base.
• Managing relationships with technology suppliers and service providers.
• Supporting technology risk and control frameworks, including internal and external audit activity.

About You

You'll be an experienced Technology Operations or IT Service Desk leader with the technical expertise and strategic mindset required to develop a scalable, secure and colleague-focused function.

You will also have:

• Proven experience leading an IT Service Desk or Technology Operations team within a regulated environment, ideally financial services or fintech.
• Strong hands-on knowledge of endpoint management using MDM or UEM platforms.
• Experience supporting both Windows and macOS devices.
• A thorough understanding of Joiners, Movers and Leavers processes and the associated access-management controls.
• Demonstrable experience developing automation or scripting solutions that reduce manual Service Desk activity.
• Strong knowledge of ITSM principles and experience using Jira Service Management or an equivalent platform.
• Experience defining service standards and reporting against relevant KPIs and KRIs.
• Strong analytical, problem-solving and prioritisation skills.
• The ability to balance business impact, operational requirements and technology risk.
• Excellent stakeholder-management skills and the confidence to work across technical and business functions.
• Strong written and verbal communication skills.
• A collaborative, adaptable and improvement-focused approach.

It would also be advantageous to have:

• ITIL 4 Foundation certification or higher.
• Experience supporting FCA, PRA or Operational Resilience requirements.
• Knowledge of financial services regulatory and audit environments.
• Experience implementing AI-assisted Service Desk or chatbot automation.
• Microsoft certifications covering Microsoft 365, Security, Identity or Endpoint Management.

Why Apply?

This is a fantastic opportunity to take ownership of a growing Technology Operations capability within a fast-paced and highly regulated organisation.

In return, you'll benefit from:

• A salary of up to £75,000.
• A permanent technology leadership position with genuine ownership and influence.
• Flexible and hybrid working options.
• Full onboarding support and continued professional-development opportunities.
• Pension contributions.
• A discretionary bonus scheme.
• Enhanced maternity and paternity leave.
• The opportunity to shape operational strategy, improve the colleague experience and introduce new automation across the business.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

By applying you are confirming you are happy to be added to the Addition Solutions mailing list regarding future suitable positions. You can opt out of this at any time simply by contacting one of our consultants.