Location
London Borough of Southwark

Hours
Hybrid working with colleagues expected to work at their chosen office location for 40% of their working month

Salary
£54,000 per annum

About the Role
National Savings and Investments (NS&I) is one of the largest savings organisations in the UK, with over 24 million customers and more than £240 billion invested. As both a government department and an Executive Agency of the Chancellor of the Exchequer, NS&I has a rich history dating back to 1861. We offer a range of benefits including flexible working, a 9-day fortnight scheme, a performance-related variable pay bonus, a generous pension scheme, and excellent development opportunities.

The IT Technical Operations Manager is a key role within the IT Services (IT Operations) team, providing technical leadership and oversight for Retail IT services and live operations. Acting as a subject matter expert, this role covers all aspects of Retail IT operations including technology changes into live service, continuous improvement across the technology stack, and business-as-usual IT operations activities.

Responsible for the oversight and technical operation of Retail services and platforms across multiple channels, the role ensures continuous improvement, service availability, safety, performance, process maturity, and supplier adherence to technical controls.

The role holder will foster a collaborative environment where Retail, supplier, and service management staff work effectively to identify ongoing service improvements. Supporting the Head of IT Services, the manager will implement effective technical oversight across the Retail NS&I estate, focusing on managing technical risk and audit requirements for ongoing and new changes.

Additionally, the role provides expert advice and acts as a liaison between NS&I Retail, suppliers, and customers on technology best practices, oversight, and guidance. This ensures smooth Retail service operations, maximising performance and reliability for customers. The manager will also support the service desk by reviewing incidents, problems, and changes from a technical perspective to ensure suppliers deliver high-quality service within SLAs and contractual conditions while driving continuous improvement.

The IT Services (Operations) department operates as an agile team, and this role will also support colleagues in delivering excellent service to staff and customers across B2B and Corporate operations.

Experience
- Demonstrable experience supporting and overseeing live IT services in cloud-based and hybrid environments
- Experience providing technical oversight across incidents, problems, changes, and service improvement activities in a live operational setting
- Clear written communication skills, including reviewing, drafting, and adapting technical and operational content for different audiences
- Strong verbal communication, stakeholder engagement, and influencing skills with the ability to provide constructive challenge and accessible technical advice

About you
You are a collaborative and technically proficient leader who thrives in a dynamic, agile environment. You have a strong focus on continuous improvement, risk management, and service quality. You communicate clearly and effectively with both technical and non-technical stakeholders and are motivated to deliver excellent customer outcomes through effective supplier and service management.

Qualifications
Specific qualifications are not detailed; however, relevant technical and management experience in IT operations, particularly within retail or multi-channel environments, is essential. A commitment to ongoing professional development and adherence to technical best practices is expected.