Senior Technology Services Manager

Job Title:Senior Technology Services Manager

Reporting to:Head of Technology

Salary:£60,000 per annum

Contract Type:Permanent

Location:Hybrid from London or Sheffield

Hours:35 hours per week, 9am to 5pm, Monday to Friday

Requirements:Felix can only employ applicants who currently have the right to work in the UK. As part of our safer recruitment policy, we do ask questions regarding unspent criminal records.

We bring people together to rescue, repurpose, and share surplus food that would otherwise go to waste, turning an environmental problem into a social opportunity. Together with 16 other independent charities, 18,000 volunteers, and thousands of partners, we are the UK’s food rescue network, supporting 1.5 million people across the country. We are about fuller plates, fuller communities, and fuller lives.

The Senior Technology Services Manager is the senior service leader in Felix's technology team. The role exists to build and run reliable, well managed technology services, so that colleagues across Felix can get on with rescuing and redistributing surplus food.

Reporting to the Head of Technology, you will own the quality and consistency of day to day service delivery across the team, leading the IT and Security Manager and the Service Manager and the functions beneath them. Much of what good looks like is still being put in place, so a central part of the role is establishing and embedding it: clear service standards, incident management and regular performance reporting.

You will deputise for the Head of Technology on service delivery matters when needed, and help shape and deliver the wider technology plan. This is a leadership role: your focus is on people, standards and delivery rather than hands on technical work.

You will join an established team of around twelve, working alongside colleagues in business applications, data and Dynamics, and you will play a central part in maintaining the trust and confidence the wider organisation places in technology.

As Senior Technology Services Manager, your main duties and responsibilities will include:

• Build, own and continuously improve the quality and reliability of day to day technology service delivery across Felix, establishing clear service standards and ways of working where they do not yet exist.
• Establish and embed core service management foundations, including a single view of incidents, an agreed incident classification framework, service level agreements and regular performance reporting.
• Own major incident and problem management, acting as the senior point of escalation, coordinating resolution and making sure lessons are learned and acted on.
• Lead, line manage and develop the IT and Security Manager and the Service Manager, setting clear expectations and consistent ways of working across their teams.
• Own demand, capacity and prioritisation across business as usual, projects and improvement work, protecting the team from overload and making sure effort goes where it matters most.
• Provide oversight and assurance on information security in support of the IT and Security Manager, making sure risks are understood and managed.
• Oversee that data protection processes are followed across the services and teams reporting to this role, working with the Data Protection Lead so that day to day handling meets Felix's obligations.
• Own, or co-own with the relevant specialist in the team, the performance of third parties and contractors that support service delivery, holding them to account for value and delivery.
• Contribute to shaping and delivering the wider technology plan, helping translate priorities into well managed and well communicated delivery.
• Deputise for the Head of Technology on service delivery matters when required, including representing technology services in meetings and decisions.
• Build strong working relationships across the organisation, engaging with frontline and warehouse teams so that technology reflects how Felix actually works.
• Support planning, budgeting and resourcing within your area, and escal…

We are looking for a confident and credible leader who can take ownership of service delivery and deputise for the Head of Technology when needed. The ideal candidate will bring:

• A proven track record of leading technology service delivery, including establishing or maturing service management in an organisation of comparable scale and complexity.
• Experience of building service management…