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About the Role

This pivotal role leads the UK Command Centre team, guiding technical specialists through high-priority incidents, ensuring rapid service recovery, and communicating clearly with stakeholders. It offers the opportunity to make a meaningful impact by solving complex problems in a fast-paced environment.

Responsibilities

• Oversee a team supporting and restoring complex enterprise technology services.
• Lead a high-performing team acting as the central point of contact for major systems.
• Drive recovery of key technology platforms during service disruptions or outages.
• Collaborate with internal customers, technology teams, and vendors to resolve system issues.
• Apply domain expertise to monitor, assess, and evaluate processes, data, and system performance.
• Ensure IT solutions meet business needs with an integrated technical design approach.
• Instigate and chair technical and management bridge calls, assign tasks, and provide timely reporting.
• Deliver concise, accurate incident communications to broad audiences, including senior leadership.
• Guide critical incidents to resolution, making informed decisions under pressure.
• Provide clear updates on ongoing issues and actions during management bridges.
• Ensure departmental IT requests align with end-to-end process and data integration.
• Analyze incident trends, frequency, duration, and resolution rates for continuous improvement.
• Serve as the single point of accountability during incident management situations.
• Lead projects to successful completion, meeting business, budget, and strategic objectives.
• Influence technology project prioritization and structure to support business goals and manage risk.
• Support accurate capacity planning across internal and external resources.
• Stay current with key technology, business, and industry trends.
• Perform other responsibilities as required.

Requirements

• Bachelor’s degree in MIS, Computer Science, Business, or a related field, or equivalent experience.
• Experience in project management.
• Experience in enterprise implementation.
• Experience in leadership.
• Experience in strategic planning.
• Experience in application development or similar areas.
• Financial services experience (beneficial).

Skills

• Ability to attract, develop, and retain talented individuals.
• Strong coaching, feedback, and empowerment skills.
• Ability to create an environment of trust.
• Excellent relationship-building skills.
• Customer-centric mindset.
• Ability to build strategic partnerships and collaborate across the organization.
• Clear, confident communication.
• Ability to drive innovation and support organizational change.
• Strong focus on performance, accountability, and delivering measurable results.
• Ability to align resources, processes, and communication to achieve strategic priorities.
• Commitment to high standards, continuous improvement, and positive business outcomes.
• Technical understanding.
• Strong leadership.
• Communication.
• Decision-making skills.
• Collaborative problem-solving.

Location

• UK

Work Type

• Non-standard shift patterns (nights, weekends).
• Participation in an on-call rotation.

Experience Level

• Experienced Manager.
• Experience in project management.
• Experience in enterprise implementation.
• Experience in leadership.
• Experience in strategic planning.
• Experience in application development or similar areas.

Education Level

• Bachelor’s degree in MIS, Computer Science, Business, or a related field.
• Equivalent experience.

Benefits

• Supportive environment.
• Opportunities for professional growth.
• Chance to shape critical technology challenges response.