ICT Operations Manager (Service Management)

We are recruiting for an ICT Operations Manager based out of Cardiff. Competitive salary.

Job Purpose

The ICT Operations Manager (Service Management) will act as one of two deputies to the ICT Director, who together will help shape the future ICT strategy for the Banc. Responsibilities include management of a number of strategic technological service providers, in what is predominantly an outsourced delivery model, and a small internal team. In co-operation with the ICT Operations Manager (Technology), the role holder will manage the ongoing delivery of ICT Services, liaising with colleagues in the wider business to ensure ICT services support business needs and reporting on the performance of the Banc’s ICT service portfolio.

Main Duties and Responsibilities:

  • Work with the ICT Director and wider ICT team on the ongoing specification, design, development, and implementation of the ICT strategy
  • Develop and maintain effective relationships with ICT service providers to ensure ongoing service delivery, performance and return on investment
  • Work closely with colleagues in the wider business to ensure ICT services continue to meet business requirements
  • Drive a culture of continuous service improvement, specifically in the areas of process efficiencies, documentation, risk management, adherence to rigorous project management methodologies and ongoing governance and compliance
  • Manage, coach and mentor a team of technical ICT specialists
  • Own the production of ICT related management information to report on departmental performance against agreed SLAs, KPIs and adherence to budget
  • Any other task as may be defined by the ICT Director to meet operational needs

Knowledge, Skills, Abilities and Experience


  • Proven leader/manager of multi-disciplined ICT teams with experience of both outsourced and internal service delivery
  • Wide ranging experience in effectively managing outsourced contracts to SLA
  • Excellent interpersonal verbal communication and influencing skills
  • Very high standard of written communication to cater for a variety of audiences
  • Broad understanding of Microsoft Azure cloud services and hybrid cloud environments
  • Broad understanding of Business Continuity and Disaster Recovery principles and best practice frameworks
  • Broad understanding of current networking, telecommunication and storage technology
  • Broad understanding of the ICT security landscape
  • Broad understanding of ITIL Service Management and waterfall/agile project management methodologies, with corresponding accredited qualifications
  • Proven ability to deliver complex ICT projects to time and cost
  • Demonstrable wide ranging technical experience, with corresponding relevant technical accreditations
  • Problem solver with the ability to analyse situations or issues, capture current process states, identify future requirements, and deliver practical, high-quality solutions
  • Ability to prioritise and organise work under pressure and determination to complete tasks to a high standard with measurable success
  • A flexible approach to working hours


  • Degree level educated
  • Experience of Government procurement frameworks and contract/specification design
  • Understanding and experience of risk and change management processes
  • Understanding of the key elements of data management best practices and governance
  • Experience of Digital Transformation initiatives
  • Experience within financial or professional services companies


To apply for this role, please visit our recruitment page 

Deadline for application is Tuesday the 26th of July