IT Technical Operations Manager; Retail

Position: IT Technical Operations Manager (Retail)
Location Can be based at any one of our four offices in the UK. These are London (SE1 9HA
), Durham (DH1 1SL
), Lytham (FY8 4TS
) or Glasgow (G2 8JX
). We are currently working in a hybrid way, with colleagues expected to work from their chosen office location for 40% of their working  autumn 2026 the Lytham office will be moving to Preston (PR4 1TE
).Salary Range: £49,400 - £54,000
* London: £51,300 - £54,000
* Durham: £49,400 - £52,000
* Lytham: £49,400 - £52,000
* Glasgow: £49,400 - £52,000

About the Job

Job Summary NS&I is one of the largest savings organisations in the UK with more than 24 million customers and over £240 billion invested. We are both a government department and an Executive Agency of the Chancellor of the Exchequer. Our origins can be traced back more than 150 years to 1861.A small company with a big reach, 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 great opportunities for development.

We care for colleagues, respect one another, invest in our people and manage talent effectively.

We are currently working in a hybrid way with colleagues expected to work at their chosen office location for 40% of their working month.

The IT Technical Operations Manager is a key role in the IT Services (IT Operations) team, providing technical leadership and oversight for Retail IT services and live operations. The role acts as a subject matter expert for all matters relating to Retail IT operations, including technology change 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 and process maturity, and that suppliers adhere to technical controls.

Job Description The role holder will be required to create a collaborative environment in which Retail, supplier and service management staff can work effectively and continually identify opportunities to improve the service.

The IT Technical Operations Manager will support the Head of IT Services in implementing effective technical oversight across the Retail NS&I estate, with an emphasis on managing technical risk and audit requirements for ongoing and new changes to Retail services.

The role holder will also be required to provide expert advice and support, acting as a link between NS&I Retail, suppliers and customers on technology best practice, oversight and guidance. In doing so, the role helps ensure the smooth running of Retail services and supports maximum performance and reliability for customers. The role holder will also provide technical oversight and support to the service desk, reviewing incidents, problems and changes from a technical perspective to ensure NS&I's suppliers deliver a high-quality service within SLAs and contractual conditions, while continually improving the service.

The IT Services (Operations) department is an agile team and this role will also support colleagues in providing excellent service to staff and customers across the business in B2B and Corporate operations.

Person Specification Essential Qualifications
* Degree-level qualification in Information Technology, Computer Science or a related discipline, or significant equivalent practical experience in Technical IT operations and service management.
* ITIL v4 certification, or equivalent certification.
* Relevant technical certification(s) in cloud, infrastructure, operational support disciplines, or the ability to demonstrate equivalent technical expertise through experience.

Essential Skills and 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, with experience reviewing, drafting and adapting technical and operational content for different audiences.
* Clear…