Technology & Workplace Operations Manager

Main Role Purpose

To support the Director of IT & Facilities in the effective operational management and continual improvement of Technology and Workplace Services.

Key Responsibilities: Operational Management

• Coordinate the day-to-day delivery of Technology and Workplace Services, ensuring operational activities, priorities and dependencies are effectively managed
• Act as the key operational contact for workplace, facilities and building-related service provider.
• Maintain oversight of service issues, operational risks, emerging priorities and escalations, ensuring appropriate action is taken through to resolution.
• Coordinate and track operational actions across internal stakeholders and outsourced managed services as required.
• Support operational service reviews and supplier meetings, ensuring actions are recorded, tracked and delivered.
• Produce and maintain appropriate operational reporting and management information to support effective oversight and decision making.
• Support colleagues in resolving complex operational issues and navigate appropriate escalation routes.

• Maintain the Technology and Workplace Services portfolio, including service records, ownership information and support arrangements.
• Support the continued development of clear service ownership, accountability and governance structures.
• Develop and maintain appropriate operational procedures, standards, records and supporting documentation.
• Coordinate service review activities and ensure agreed actions are delivered.
• Support continual service improvement activity and embed repeatable operational practices.
• Improve visibility of service dependencies, ownership and operational responsibilities.

• Coordinate relevant actions arising from audits, risk assessments, control reviews and other governance activities relating to Technology and Workplace Services.
• Support the development and maintenance of operational controls, procedures and standards.
• Maintain appropriate evidence and documentation required to demonstrate compliance with Bank policies and governance requirements.
• Support the implementation of governance, process and control improvements across Technology and Workplace Services.
• Identify gaps in governance, documentation or processes and coordinate remediation activities.
• Support the implementation of sustainable operating practices that reduce organisational risk and strengthen organisational resilience.
• Coordinate operational resilience, business continuity and disaster recovery activities, ensuring plans, actions and documentation remain current.

• Build effective working relationships with suppliers, service providers and internal stakeholders.
• Coordinate supplier performance reviews, ensuring agreed actions and service improvement are progressed.
• Monitor supplier delivery and escalate service performance or operational concerns where appropriate.
• Support procurement, contract management and supplier onboarding activities where appropriate.
• Act as a trusted point of coordination between business stakeholders, suppliers and technology teams, helping ensure clear communication, ownership and resolution of issues.

Key Skills & Experience: Essential

• Experience coordinating operational services, technology services, workplace services or supplier-managed services.
• Proven organisational and prioritisation skills with the ability to manage multiple activities and competing priorities effectively.
• Experience working with third-party suppliers and managing actions through to completion.
• Experience developing and maintaining operational processes, procedures and documentation.
• Practical understanding of service management, operational governance and continual improvement principles.
• Ability to identify operational risks, coordinate remediation activities and improve organisational practices.
• Excellent written and verbal communication skills, with the ability to produce clear operational reporting and management information.
• Ability to build effective relationships and influence colleagues and suppliers without relying on formal authority.
• A proactive and delivery-focused approach, with the ability to work independently while recognising when escalation or additional support is required.

Desirable

• Experience within a regulated, financial services or public sector environment.
• Experience working within a developing SME
• Experience supporting audit, risk, governance or compliance or operational resilience activities.
• Experience developing service catalogues, service ownership models or operational governance frameworks.
• Familiarity with Microsoft 365, SaaS platforms and outsourced service models.
• Experience supporting workplace or facilities operations.