What will you be doing?
As our IT Operations Manager, you will lead our application support, IT service, infrastructure management and information security functions ensuring technology services are secure, stable and suitable for business needs. Collaborating with cross-functional colleagues, you will pay a critical role in maintaining an IT estate that is positioned to support the organisation’s ongoing growth and transformation.
Your key tasks and responsibilities will include:
- Drive high performance across application support, service desk and infrastructure teams through robust leadership that balances clear expectations and constructive challenge with coaching, support and development
- Oversee incident, problem, release, patching, and root cause management for application services, ensuring effective resolution and continuous learning
- Use service standards, performance insight, and feedback to improve responsiveness, resolution quality, and overall service desk effectiveness
- Oversee lifecycle management, patching, capacity, and performance across infrastructure, working closely with architecture and delivery teams to ensure supportable and sustainable solutions
- Work with risk and security teams to maintain effective cyber, access, patching, and control disciplines, and to manage operational risks, remediation, and assurance activity
- Lead the response to major incidents and operational disruption, coordinating recovery, communications, and mitigating actions to minimise impact
- Identify vulnerabilities and contribute to resilience planning and testing to strengthen the organisation’s ability to withstand disruption
- Strengthen technical resilience for critical services by identifying dependencies, addressing single points of failure, and ensuring recovery arrangements are regularly tested and improved
- Maintain strong governance over critical supplier relationships, including service reviews, risk assessment, due diligence, issue escalation, remediation, and compliance with regulatory and internal policy expectations
What sort of person will you be?
To be successful in this role, you will be a strategic and credible senior leader with a strong track record of shaping high-performing IT operations around organisational priorities. You will be able to influence across the organisation, lead confidently through complexity and disruption, and translate strategic objectives into clear operational plans and outcomes. You will also demonstrate the ability to coach, challenge and develop others, building leadership capability, accountability and a culture of continuous improvement.
Essential:
- Significant experience in IT Operations, service delivery and infrastructure leadership
- Deep understanding of operational resilience, service continuity, disaster recovery, backup, and restoration practices
- Confidence managing third-party supplier relationships
Desirable:
- MS Azure experience
- ISO27001 knowledge
- Experience implementing Cyber Essentials Accreditation
- Experience in financial services industry
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IT Operations Manager in Cardiff employer: Monmouthshire Building Society
Monmouthshire Building Society is an exceptional employer that prioritises the well-being and development of its employees. With a strong commitment to work-life balance, generous holiday allowances, and a supportive work culture, we empower our team members to thrive both personally and professionally. Located in Chepstow, our branch fosters community engagement and offers unique opportunities for growth through ongoing training and volunteer initiatives, making it a rewarding place to build a career.
Contact Details:
Monmouthshire Building Society Recruitment Team
