IT Operations Manager in London

Altana is the network for trusted trade. Our AI-powered product network empowers governments and businesses to build a more resilient and secure global economy while keeping trade flowing.

We are looking for an exceptional IT Operations Lead to build and lead our internal IT function while providing white-glove technical support to our senior leadership team. This is a unique opportunity to shape IT operations at a high-growth technology company transitioning from an MSP model to a strategic internal capability. You will be the go-to technical expert ensuring our executives have flawless technology experiences when it matters most.

In this role, you will wear multiple hats: strategic IT leader, hands-on technical problem solver, vendor relationship manager, and trusted advisor to the C-suite. You will leverage AI and automation to build a next-level IT function that matches our company’s innovation-first culture, while ensuring every team member has the technology support they need to do their best work.

Over the next 12 months, you will:

• Lead the MSP transition: Successfully migrate from our current managed service provider to a hybrid model, building internal capabilities while strategically leveraging external partners where it makes sense.
• Deliver executive excellence: Provide proactive, white-glove technical support to senior leadership, ensuring zero technical issues during high-stakes media appearances, investor meetings, and public engagements.
• Build the IT team: Recruit, hire, and develop an internal IT support team aligned with our growth trajectory and service excellence standards.
• Optimize vendor relationships: Manage relationships with technology vendors, SaaS providers, and service partners; negotiate contracts and ensure we’re getting maximum value from our technology investments.
• Own the IT budget: Develop, manage, and optimize the IT budget, making data-driven decisions about technology investments and demonstrating clear ROI.
• Solve complex problems: Roll up your sleeves to troubleshoot and resolve escalated technical issues across our technology stack, from endpoints to cloud infrastructure.
• Innovate with AI: Implement AI-powered tools and automation to transform IT operations—from intelligent ticketing and self-service portals to predictive support and automated provisioning.
• Establish IT standards: Define and implement IT policies, procedures, and standards that scale with the company while maintaining security and compliance requirements.
• Partner cross-functionally: Collaborate closely with Security, Engineering, and Business Operations to ensure seamless technology operations across the organization.

What you bring to Altana:

• 8+ years of progressive IT experience.
• 3 years in a leadership or senior technical role.
• Proven track record providing executive-level technical support, ideally in fast-paced environments where technology reliability is mission-critical.
• Demonstrated success building or scaling internal IT teams from the ground up.
• Experience managing MSP transitions or building hybrid internal/external IT models.
• Strong vendor management skills with experience negotiating contracts and managing multiple technology partnerships.
• Budget ownership and management experience, with ability to forecast, track, and optimize IT spend.
• Deep technical troubleshooting skills across modern enterprise technology stacks (macOS, Windows, cloud apps, collaboration tools, mobile devices).
• Excellent communication skills with the ability to translate technical concepts for non-technical audiences and remain calm under pressure.
• Track record of implementing automation and efficiency improvements in IT operations.

Technical Capabilities:

• Expert knowledge of modern workplace technologies: G Suite/Google Workspace, Microsoft 365, Slack, Teams, and other collaboration platforms.
• Experience with IT management and monitoring tools MDM, zero touch provisioning, etc.
• Strong understanding of SaaS application management, inventory, and shadow IT concerns.
• Familiarity with IT service management frameworks and ticketing systems (Jira Service Management, etc.).
• Understanding of information security best practices and compliance requirements (SOC 2, ISO 27001 awareness is a plus).

The AI Advantage:

• Enthusiasm for leveraging AI tools and platforms to transform IT operations.
• Experience implementing or piloting AI-powered IT solutions (chatbots, automated triage, intelligent knowledge bases).
• Creative mindset for identifying opportunities to apply AI/ML to traditional IT challenges.
• Comfort working at a technology-first company where AI is core to our mission and culture.

Personal Attributes:

• Exceptional service orientation with a "no problem is too small" attitude.
• Proactive and anticipatory—you solve problems before they become issues.
• High attention to detail, especially when supporting high-visibility executive activities.
• Ability to context-switch rapidly and manage multiple priorities simultaneously.
• Strong business acumen with understanding of how IT enables organizational goals.
• Humble and collaborative team player who thrives in a values-driven culture.

This role is based in our New York City office. Minor travel may be required to our Washington DC and London, UK offices.

US Salary Range and Benefits: $120,000 - $170,000 USD. The salary range, to the extent specified for this role, is a good faith statement of the minimum and maximum levels of the annual base salary for the position. The base salary offered to a successful candidate will depend on a wide range of compensation factors, including, but not limited to, work experience, education and/or training, critical skills, and/or business considerations. Competitive equity grants are included in the majority of full-time offers; and are considered part of Altana's total compensation package. Altana also offers either a discretionary bonus or a variable compensation plan depending on the role. Additionally, Altana offers top-tier benefits for full-time employees, including:

• Flexible Time Off: Altana operates with a Flexible Time Off (FTO) policy that gives you agency over your own time off so you can maximize your work-life balance.
• Parental Leave: We offer industry leading Paid Parental Leave (PPL), providing 14 weeks of leave for non-birthing, adoptive, and foster parents and up to 26 weeks of leave for birthing parents, all paid at 100% of your base salary.
• Health Benefits: We have a full suite of medical, vision, and dental benefits with generous employer contributions, designed to give you flexibility and choice for your individual health situation.