Manager, IT

Exciting career opportunities in the language access industry are waiting for you at LanguageLine Solutions. Whether you work in the corporate office, in one of our satellite offices, at our Interpreting Call Centers, or work from home, you can help make a difference in someone’s life every second of every day.

Key Responsibilities

• Owns day-to-day technology operations for the UK region, ensuring systems are reliable, secure, and fit for purpose.
• Ensures adherence to ITIL-based service management practices, including incident, problem, change, and service request management.
• Acts as escalation point for major incidents, ensuring timely resolution and effective communication with business and technology stakeholders.
• Monitors service performance against KPIs, SLAs, and operational metrics, driving corrective actions where standards are not met.
• Ensures appropriate on-call and support coverage to meet business and operational requirements.
• Maintains operational stability while supporting continuous service improvement initiatives.

Leadership & Team Management

• Leads and develops UK-based technology staff, with full responsibility for performance management, coaching, and career development.
• Sets clear expectations, priorities, and accountability across the team to ensure effective delivery and operational excellence.
• Fosters a culture of ownership, professionalism, and continuous improvement within the technology function.
• Coordinates daily activities and short- to medium-term priorities to align team efforts with business needs.
• Provides guidance and oversight to ensure consistent service delivery and adherence to operational standards.

Stakeholder & Business Partnership

• Serves as the primary technology contact for UK business leaders, building trusted relationships through clear communication and reliable delivery.
• Translates business needs into technology outcomes while aligning with global technology strategy and standards.
• Balances global requirements with local operational and regulatory needs, escalating conflicts where appropriate.
• Communicates confidently with non-technical stakeholders regarding incidents, risks, and technology initiatives.
• Represents UK technology operations in regional and global discussions.

Vendor & Third-Party Management

• Manages relationships with UK-based and global technology vendors, including performance reviews and service quality oversight.
• Holds vendors accountable for delivery, availability, and support commitments in line with contractual agreements.
• Supports procurement activities, contract renewals, and cost optimization initiatives.
• Ensures third-party services align with company standards, security requirements, and operational expectations.

Governance, Risk & Compliance

• Ensures UK technology operations comply with company security policies, regulatory requirements, and audit standards.
• Supports business continuity, disaster recovery, and resilience planning for the UK region.
• Participates in internal and external audits as required, addressing findings and implementing corrective actions.
• Contributes to the development and refinement of operational policies, processes, and standards within defined scope.

Delivery, Change & Continuous Improvement

• Leads or supports technology initiatives and projects impacting the UK region, ensuring delivery on time and within scope.
• Enforces disciplined change management practices to minimise operational risk.
• Partners with global technology teams on platform rollouts, upgrades, and standardisation efforts.
• Promotes continuous improvement by identifying and implementing best practices across UK technology operations.

Qualifications

Required Qualifications

• 4+ years of experience in a Technology Manager, IT Manager, or equivalent role.
• 3+ years of management experience.
• Proven experience in a Technology Manager, IT Manager, or equivalent leadership role.
• Strong background in IT service delivery and technology operations.
• Experience managing technology teams and third-party vendors.
• Solid understanding of ITIL practices and operational governance.
• Ability to operate confidently within a matrixed, global organisation.
• Excellent communication skills with senior non-technical stakeholders.
• Demonstrated ability to manage operational risk, service performance, and team accountability.
• Experience working within UK regulatory and data protection environments.

Preferred Qualifications

• Bachelor’s degree in Business, Operations Management, or related field.
• Experience in 24/7 or business-critical service environments.
• Exposure to ISO standards (e.g., ISO 22301, ISO 27001, Cyber Essentials).
• Experience supporting cloud-based platforms and enterprise applications.
• Previous experience in regulated or highly operational industries.

Work Environment: Remote/Hybrid/Office

Travel Requirements: 10%

Compliance & Equal Opportunity

• Support LanguageLine Solutions’ Quality Management System (QMS) to continually improve the Division’s processes, procedures, and services; and thereby increase efficiency, productivity, effectiveness, and customer satisfaction.
• Equal Opportunity Employer: All qualified applicants will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information or any other consideration prohibited by law or contract.
• Compliance with Disability Laws: LanguageLine is committed to providing reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process and in the workplace, as required by law.
• VEVRAA Federal Contractor requesting priority referrals of protected veterans.
• Pay Transparency Nondiscrimination Provision: The contractor will not discharge or discriminate against employees or applicants for discussing pay, subject to certain restrictions as described in 41 CFR 60-1.35(c).