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
NS&I is one of the largest savings organisations in the UK with over 24 million customers and £240 billion invested. As both a government department and an Executive Agency of the Chancellor of the Exchequer, NS&I offers 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 organisation values its people, promotes respect, and invests in talent management.

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 change management, continuous improvement across the technology stack, and business-as-usual IT operations activities.

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

The successful candidate will foster a collaborative environment between Retail, supplier, and service management teams to identify and implement service improvements. They will support the Head of IT Services in managing technical risk and audit requirements related to Retail services, provide expert advice and act as a liaison between NS&I Retail, suppliers, and customers on technology best practices, and ensure smooth, reliable service delivery.

This role also provides technical oversight and support to the service desk by reviewing incidents, problems, and changes from a technical perspective to ensure suppliers deliver high-quality services within SLAs and contractual obligations while driving continuous improvement.

As part of an agile IT Services (Operations) team, the role supports excellent service delivery 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 diverse audiences
- Strong verbal communication, stakeholder engagement, and influencing skills with the ability to provide constructive challenge and accessible technical advice

About you
Enthusiastic and collaborative with a strong focus on continuous improvement and technical excellence. Able to create and maintain effective working relationships across multiple teams and suppliers. Comfortable working in an agile environment and managing technical risk and audit requirements.

Qualifications
See attached role profile for further details. Candidates should be prepared to demonstrate behaviours including Changing and Improving, Communicating and Influencing, Leadership, Making Effective Decisions, and Managing a Quality Service during the selection process.