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.

Job Description

• Technology Operations & Service Delivery
  • 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 optimisation 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+ experience in a Technology Manager, IT Manager, or equivalent
  • 3+ Management Experience
• Knowledge, Skills & Abilities:
  • 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%

Physical Requirements: Office Clerical Category

Compliance Requirements: Support LLS’ 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, colour, 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. It is the policy of LanguageLine that qualified individuals with disabilities not be discriminated against because of their disabilities in regard to job application procedures, hiring, and other terms and conditions of employment. We are prepared to modify or adjust the job application process or the job or work environment to make reasonable accommodations to the known physical or mental limitations of the applicant or employee to enable the applicant or employee to be considered for the position he or she desires, to perform the essential functions of the position in question, or to enjoy equal benefits and privileges of employment as are enjoyed by other similarly situated employees without disabilities, unless the accommodation will impose an undue hardship.

VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is required by law.