Senior Manager, Technology Business Services in Glasgow

The Sr. Manager of Technology Business Services is responsible for overseeing and managing services that are shared across multiple departments or business units within the IT organization, while also providing executive support to IT Leadership. The role involves ensuring the seamless delivery of shared IT resources, optimizing service delivery, ensuring consistency in IT operations, and enhancing efficiency across the organization. He/she will drive business analysis and process engineering initiatives, act as a SCRUM Master, champion change management and IT communications, and leverage deep expertise in Jira to align business services with Agile delivery. Additionally, this role will provide foundational oversight for the IT budget, vendor relations, event planning, and contract management.

This position will partner with ITSL to support the eventual standardization and rollout of KPIs and performance metrics. The role involves collaboration with internal teams and business leaders to ensure that shared services meet business needs while supporting IT governance standards.

Duties and Responsibilities:

• Business Analysis Oversight & Agile POD Leadership: Direct and oversee the Business Analysis function, establishing best practices, standardizing requirement-gathering templates, and ensuring high-quality output of Epics, User Stories, and process maps.
• Agile POD Management: Strategically design, build, and oversee cross-functional Agile delivery PODs. Ensure that BAs and technical resources are effectively allocated across PODs to meet fluctuating business demands and project priorities.
• Scrum Master (SM) Oversight: Manage and mentor the Scrum Master POD. Provide leadership and coaching to Scrum Masters to ensure Agile ceremonies are effective, continuous improvement is fostered, and team velocity is optimized.
• IT Governance: Orchestrate and manage the IT Manager Steering Committee, preparing agendas, facilitating leadership discussions, and ensuring alignment on project prioritization and IT strategy.
• Business Case Review & Intake: Organize and lead the rigorous review of business cases for proposed technology investments. Evaluate submissions for strategic fit, expected ROI, risk, and resource capacity before presenting them to the Steering Committee for approval.
• Governance Communications: Drive transparent, high-quality IT communications regarding governance processes. Ensure cross-functional stakeholders are consistently informed of Steering Committee decisions, portfolio health, and changes to IT policies.
• Budget and Financial Management: Create, manage, and track the annual budget for shared IT services, ensuring services and resources are allocated appropriately to meet organizational needs while controlling costs.
• Forecasting: Regularly forecast IT costs and update budget estimates as necessary to reflect changes in service demand, new projects, or unforeseen expenses.
• Cost Optimization: Identify opportunities for cost reduction and operational efficiency without sacrificing service quality.
• Resource Management: In collaboration with HR, define job descriptions, identify staffing needs, and participate in recruitment efforts to fill open positions in the shared services team.
• Quality Engineering: Define and implement robust quality engineering frameworks and testing strategies that seamlessly integrate with Agile delivery and the overall Software Development Life Cycle (SDLC).
• Process Engineering: Analyze and document current-state business processes. Design and map optimized future-state workflows to support new technology implementations.
• Performance Metrics: Work with ITSL and business stakeholders to determine which KPIs will most effectively measure IT performance and support business goals.
• Change Management: Oversee and manage the planning, execution, and continuous improvement of change management initiatives within the organization.
• Event Management: Oversee all logistical aspects of event planning, such as venue selection, catering, transportation, audio-visual needs, and guest accommodations for IT-related events.
• IT Communications: Develop and execute integrated communications strategies for both internal and external audiences, ensuring consistency across all channels.
• Documentation Management: Develop documentation for Policies, Standards, and Procedures, and maintain document lifecycle procedures.
• People Management: Train employees, guide and motivate employees to enhance productivity and performance.
• Executive Support: Prepare leadership presentations, lead continuous improvement and special projects, and perform other duties as assigned.

Education & Experience:

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related field (or equivalent work experience).
• 10+ years of experience in IT management or related roles, with a focus on service delivery, IT operations, or shared services management.
• Proven experience managing teams and large-scale IT projects.
• Strong knowledge of ITIL or other service management frameworks.
• Experience with budget management and cost optimization in an IT setting.
• Strong leadership, facilitation, and stakeholder management skills.
• In-depth understanding of IT operations, software development life cycles (SDLC), and service delivery models.
• Excellent communication skills, both verbal and written.
• Strong problem-solving skills and the ability to handle complex technical issues.
• Experience with vendor management and contract negotiations.
• Strong project management skills, including familiarity with methodologies such as Agile, Waterfall, or similar approaches.
• Advanced proficiency in productivity tools such as MS Office and Google Suite.
• ITIL Foundation or ITIL Practitioner certification.
• PMP (Project Management Professional) or Scrum Master certification.
• Atlassian/Jira Certifications (e.g., Jira Project Administrator).
• Certified Business Analysis Professional (CBAP) or equivalent BA certification.