Technology & Workplace Operations Manager | 6 Month Contract | (Inside IR35) | Hybrid, 2-3 days pw Edinburgh| Starting ASAP
Main Role Purpose
To support the Director of IT & Facilities in the effective operational management and continual improvement of Technology and Workplace Services.
Working within the Finance & Operations Team, the role will provide day to day oversight across technology and workplace services, ensuring services are well coordinated, suppliers managed, governance obligations are met and operational actions are progressed through to completion.
This is a hands-on role within a small internal team, working closely with colleagues across the Bank and a range of outsourced managed services.
Key Responsibilities
Operational Management
- Coordinate the day-to-day delivery of Technology and Workplace Services, ensuring operational activities, priorities and dependencies are effectively managed
- Act as the key operational contact for workplace, facilities and building-related service provider.
- Maintain oversight of service issues, operational risks, emerging priorities and escalations, ensuring appropriate action is taken through to resolution.
- Coordinate and track operational actions across internal stakeholders and outsourced managed services as required.
- Support operational service reviews and supplier meetings, ensuring actions are recorded, tracked and delivered.
- Produce and maintain appropriate operational reporting and management information to support effective oversight and decision making.
- Support colleagues in resolving complex operational issues and navigate appropriate escalation routes.
Service Governance & Service Management
- Maintain the Technology and Workplace Services portfolio, including service records, ownership information and support arrangements.
- Support the continued development of clear service ownership, accountability and governance structures.
- Develop and maintain appropriate operational procedures, standards, records and supporting documentation.
- Coordinate service review activities and ensure agreed actions are delivered.
- Support continual service improvement activity and embed repeatable operational practices.
- Improve visibility of service dependencies, ownership and operational responsibilities.
Risk, Controls & Organisational Maturity
- Coordinate relevant actions arising from audits, risk assessments, control reviews and other governance activities relating to Technology and Workplace Services.
- Support the development and maintenance of operational controls, procedures and standards.
- Maintain appropriate evidence and documentation required to demonstrate compliance with Bank policies and governance requirements.
- Support the implementation of governance, process and control improvements across Technology and Workplace Services.
- Identify gaps in governance, documentation or processes and coordinate remediation activities.
- Support the implementation of sustainable operating practices that reduce organisational risk and strengthen organisational resilience.
- Coordinate operational resilience, business continuity and disaster recovery activities, ensuring plans, actions and documentation remain current.
Supplier & Stakeholder Management
- Build effective working relationships with suppliers, service providers and internal stakeholders.
- Coordinate supplier performance reviews, ensuring agreed actions and service improvement are progressed.
- Monitor supplier delivery and escalate service performance or operational concerns where appropriate.
- Support procurement, contract management and supplier onboarding activities where appropriate.
- Act as a trusted point of coordination between business stakeholders, suppliers and technology teams, helping ensure clear communication, ownership and resolution of issues.
Key Skills & Experience
Essential
- Experience coordinating operational services, technology services, workplace services or supplier-managed services.
- Proven organisational and prioritisation skills with the ability to manage multiple activities and competing priorities effectively.
- Experience working with third-party suppliers and managing actions through to completion.
- Experience developing and maintaining operational processes, procedures and documentation.
- Practical understanding of service management, operational governance and continual improvement principles.
- Ability to identify operational risks, coordinate remediation activities and improve organisational practices.
- Excellent written and verbal communication skills, with the ability to produce clear operational reporting and management information.
- Ability to build effective relationships and influence colleagues and suppliers without relying on formal authority.
- A proactive and delivery-focused approach, with the ability to work independently while recognising when escalation or additional support is required.
Desirable
- Experience within a regulated, financial services or public sector environment.
- Experience working within a developing SME
- Experience supporting audit, risk, governance or compliance or operational resilience activities.
- Experience developing service catalogues, service ownership models or operational governance frameworks.
- Familiarity with Microsoft 365, SaaS platforms and outsourced service models.
- Experience supporting workplace or facilities operations.
