IT Operations Manager

This role exists to ensure the stability, security, and continuous improvement of IT operations.

The IT Operations Manager is accountable for day-to-day IT service delivery, team performance, operational governance, AI tool administration, and compliance alignment. The role ensures that core platforms — including Google Workspace, Microsoft 365 (where applicable), GPT Enterprise,

endpoint management, and wider SaaS systems — are secure, scalable, and audit-ready.

A central focus of the position is driving team delivery and strengthening operational functions. This includes improving service standards, reducing recurring issues, enforcing clear ownership across IT domains, and maturing core processes such as JML, patch management, access

control, endpoint compliance, and documentation.

The impact of this role is business-wide:

· Reliable IT services that enable productivity

· Controlled and compliant AI adoption

· Reduced operational and security risk

· Clear accountability across IT operations

· Scalable, standardised processes that support growth

This role removes operational noise from the IT Director, building a structured, performance-driven IT function capable of supporting the business at scale. It acts as the primary escalation point for IT operations, taking full ownership of issues and driving resolution without reliance on the IT Director.

Core Activities

The functions of your role, what you will spend your time doing as well as what is required from the role for the team and wider business.

IT Operations & Service Management

· Own end-to-end IT operational delivery (service desk, endpoints, SaaS platforms, infrastructure).

· Ensure SLA adherence and service quality standards.

· Oversee JML processes ensuring they are controlled, efficient, and auditable.

· Drive problem management and root cause analysis to reduce recurring incidents.

· Standardise documentation and knowledge management.

· Own and manage IT operational budgets, including SaaS licensing, AI platforms, and vendor costs.

· Identify cost optimisation opportunities across tooling and suppliers.

· Provide regular reporting on spend vs value (especially AI tooling ROI)

· Own relationships with key IT vendors and MSPs.

· Hold suppliers accountable to SLAs and contractual obligations.

· Lead vendor reviews and performance management.

· Take end-to-end ownership of major incidents and operational issues, ensuring resolution, root cause identification, and prevention of recurrence.

AI Tools Administration & Governance

· Own administration of GPT Enterprise and other approved AI platforms.

· Manage provisioning, role-based access, usage monitoring, and cost control.

· Ensure AI platforms align with AI policy, ISO27001 controls, and data protection requirements.

· Monitor usage trends and identify shadow AI risks.

· Implement guardrails to prevent data leakage and misuse.

· Support structured AI enablement across the business while maintaining governance discipline.

· Identify and escalate AI-related risks to senior leadership where required.

· Drive responsible adoption of AI tools across the business, ensuring usage delivers measurable value.

· Ensure AI usage aligns with contractual, legal, and client data obligations Google Workspace & Identity Management

· Own administration of Google Workspace (user lifecycle, groups, shared drives, security configuration).

· Enforce secure baselines (MFA, DLP, retention, context-aware access).

· Conduct regular access reviews and maintain audit logs.

· Manage identity governance across platforms (Google, Entra ID if applicable).

Security & Compliance

· Ensure operational alignment with ISO27001 controls and ISMS framework.

· Maintain audit-ready evidence (patching, access reviews, monitoring, backups).

· Oversee vulnerability remediation and endpoint compliance.

· Ensure backup and disaster recovery processes are tested and documented.

· Support incident response and risk mitigation activities.

Team Leadership & Performance

· Line manage IT engineers.

· Define ownership across operational domains (patching, AI administration, identity, endpoint compliance).

· Set KPIs aligned to service performance, compliance maturity, and automation goals.

· Drive accountability, performance management, and professional development.

Key Partners The individuals or teams that support this role (or that this role supports) - Key Deliverables - How success is measured within this role

· IT Director

· Senior Leadership Team

· People Team (JML processes)

· Compliance & Risk stakeholders

· Finance (licensing & cost management)

· External vendors and MSPs

Success in this role will be measured by:

· 95%+ SLA adherence

· Reduction in recurring incidents and escalations

· Audit-ready operational documentation at all times

· Controlled and compliant AI platform adoption

· Clear ownership across IT operational domains

· Improved engineer productivity through automation

· Reduced operational risk and dependency

· Improved team performance against defined KPIs

· Increased first-time fix rates / reduced escalations

· Clear ownership and reduced dependency on key individuals

Strengths, Skills & Competencies

The knowledge and skills needed to be successful, as well as any qualifications (if applicable) and personal attributes that are desired.

Process Improvement & Automation

· Identify automation opportunities across JML, reporting, compliance evidence gathering. ·

Improve operational efficiency while maintaining governance standards.

· Reduce manual effort and key-person dependency.

· Proven experience managing IT operations in a growing organisation.

· Strong knowledge of Google Workspace administration.

· Experience administering enterprise AI platforms (e.g., GPT Enterprise) or equivalent SaaS governance.

· Experience working within ISO27001 or structured compliance frameworks.

· Strong understanding of identity and access management principles.

· Knowledge of endpoint management tools (e.g., Intune or equivalent).

· Experience leading and performance managing engineers.

· Strong documentation and process standardisation capability.

· Commercial awareness and cost management mindset.

· Strong ownership mindset with a bias for action and accountability.

· Comfortable operating in a fast-paced, evolving environment with competing priorities.

· Ability to challenge and improve existing ways of working, enforcing operational standards where needed.

Desirable:

· ITIL certification (v3 or v4) or equivalent service management experience.

· Experience operating in media, marketing, or multi-client environments with contractual separation requirements.

· Hands-on administration experience with Google Workspace in a security-focused environment (DLP, retention policies, context-aware access, audit logging).

· Experience managing Microsoft 365 / Entra ID, including conditional access and identity governance.

· Exposure to administering GPT Enterprise or other enterprise AI platforms with structured governance controls.

· Experience implementing or supporting AI governance frameworks aligned to ISO27001 and data protection requirements.

· Strong working knowledge of endpoint management tools (e.g., Intune) and device compliance enforcement.

· Exposure to automation using scripting or workflow tools to improve JML, reporting, or compliance evidence gathering.

· Experience supporting ISO27001 audits or maintaining ISMS documentation and operational evidence.