Technology Services Manager

The Felix Project; City of Westminster; On-site; GBP 85,000 - 110,000; Full time

Job summary

The Felix Project is seeking a Senior Technology Services Manager to lead the delivery and reliability of technology services across the organisation. You will own incident management, service standards and performance reporting, while developing the IT and Security Manager and Service Manager teams.

A leadership role focused on people, standards and delivery rather than hands-on tech work. You will collaborate with business applications, data and Dynamics teams, shaping a wider technology plan

Qualifications

• Significant experience leading technology service delivery.
• Experience line-managing managers and high-performing teams.
• Experience in charity/third sector preferred.
• Ability to prioritise demand and capacity across multiple workstreams.
• Strong communication skills with non-technical audiences.

Responsibilities

• Build and maintain high-quality day-to-day technology service delivery.
• Establish service standards, incident framework and performance reporting.
• Own major incidents and drive resolution and learnings.
• Lead the IT and Security Manager and Service Manager and develop teams.
• Oversee demand, capacity planning and prioritisation across BAU and projects.
• Provide security oversight and data protection assurance.
• Manage third-party performance and contractual delivery.
• Shape and deliver the wider technology plan and budget planning.
• Represent technology services in governance meetings as needed.
• Build strong cross-organisational relationships and ensure technology reflects Felix's operations.

Skills

Leadership

Stakeholder management

People management

Incident management

Information security oversight

Job description

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.

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 escalat pressures early.

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 management 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.

Essential Criteria

• 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.

Desirable

• A recognised IT service management qualification such as ITIL.
• Experience of Microsoft technologies and a mixed Salesforce and Dynamics environment.

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.

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.

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