Technology & Operations Manager

 
The   Technology Operations Manager is responsible for the day-to-day operational   oversight of Cash Access UK’s technology environment, ensuring stable, secure   and well-controlled service delivery across Microsoft 365, Azure, identity,   endpoint, supplier-supported services and operational technology processes.   The role acts as the internal service owner for technology operations,   working through the MSP where privileged administration is delegated, and   using read-only visibility, reporting, service reviews and evidence to   instruct, challenge and hold suppliers accountable.
The   Technology Operations Manager also acts as a business partner within the IT   function, working closely with Risk, Compliance, Projects, Change, Data and   wider business teams to translate requirements into practical technology   outcomes. The role helps unblock delivery issues, clarify requirements,   coordinate MSP and supplier action, resolve operational log jams and ensure   technology decisions are aligned with service quality, cyber security, data   governance, operational resilience and business priorities.
The   role also supports the Head of Data and Technology with oversight of business   continuity and disaster recovery arrangements, working with the MSP to ensure   recovery plans, dependencies, escalation routes, evidence, testing and   remediation actions are understood, maintained and followed through. By   taking ownership of day-to-day operational technology oversight, supplier   coordination, service issues and business-facing technology activity, the   role reduces key-person dependency on the Head of Data and Technology and   provides credible operational cover where required.
This   is not a first-line service desk role or a hands-on Azure administrator role.   It is a senior operational technology role focused on service ownership,   supplier challenge, control follow-up, cross-functional delivery support and   operational resilience.
 
Accountabilities
 

• Own   the internal operational oversight of Microsoft 365, Azure, Entra ID, Intune,   Conditional Access and endpoint services, working through the MSP for   privileged administration and technical execution.
• Manage   and challenge the MSP and other key technology suppliers, working with   Procurement where required, including service reviews, SLA performance,   incident escalation, root-cause analysis, backlog management, remediation   tracking and evidence review.
• Oversee   endpoint and device compliance, ensuring exceptions are identified,   understood, tracked and remediated by the MSP and other suppliers.
• Oversee the   operational joiner, mover and leaver process across users, devices, access   requests, licences and offboarding, working with the MSP, Procurement and   relevant internal teams to ensure activity is completed on time, properly   evidenced and audit-ready.
• Act   as a business partner to Risk, Compliance, Projects, Change, Data and   operational teams, helping translate business requirements into practical   technology actions and removing delivery blockers.
• Support   cyber security from an operational oversight perspective, including access   lifecycle controls, endpoint compliance, patching evidence, cyber-related   supplier actions and incident coordination.
• Working   with the Head of Technology and Cyber Security Manager, Support the   development of a longer-term cyber assurance roadmap, including ISO 27001 and   SOC 2 Type 2 readiness, working with the Head of Data and Technology, MSP,   outsourced DPO and relevant suppliers to identify control gaps, strengthen   evidence and improve capabilities such as SIEM, XDR, logging, monitoring and   incident response.
• Support   data governance by ensuring technology platforms, access controls, service   changes and supplier processes align with agreed data ownership, quality,   retention and control expectations.
• Support   the Head of Data and Technology with business continuity and disaster   recovery oversight, working with the MSP on plans, dependencies, testing,   evidence and remediation actions.
• Maintain   clear reporting across service health, supplier performance, incidents,   device compliance, joiner-mover-leaver activity, control gaps and operational   risks.
• Reduce   key-person dependency on the Head of Data and Technology by taking ownership   of day-to-day technology operations, supplier coordination and   business-facing technology support.

 

Role   specific skills

• Technology   operations oversight: Strong understanding of Microsoft 365,   Azure, identity, endpoint and service operations, with the ability to oversee   and challenge delivery without requiring Global Admin access.
• MSP   and supplier management: Experience managing   third-party technology providers, challenging performance, tracking   remediation and ensuring suppliers provide clear evidence of completion.
• Service   management: Strong incident, problem, change and   escalation management capability, with a focus on improving service quality   and reducing recurring issues.
• Cyber   security awareness: Practical understanding of endpoint   compliance, access controls, patching, joiner-mover-leaver risks,   supplier-led remediation and cyber hygiene.
• Data   governance awareness: Ability to support data governance   through access control, supplier process oversight, service change discipline   and evidence-based control.
• Operational   resilience: Understanding of business continuity,   disaster recovery, supplier dependencies, recovery testing and operational   risk management.
• Business   partnering: Ability to work with Risk, Compliance,   Projects, Change, Data and business teams to clarify requirements, unblock   issues and deliver pragmatic technology outcomes.
• Evidence   and reporting: Ability to maintain service reporting,   compliance evidence, supplier actions, operational risks and management   information.
• Stakeholder   communication: Ability to explain technology issues   clearly in terms of business impact, risk, service quality and practical next   steps.
• Continuous   improvement: Ability to identify recurring   operational issues, improve processes and support a more scalable and   controlled technology environment.

Leadership   at Cash Access UK

• Build   effective relationships across teams and suppliers, creating a constructive   environment where issues are raised and resolved quickly.
• Lead   by influence, bringing clarity, pace and practical problem-solving to   cross-functional technology activity.
• Support   colleagues with clear communication, regular feedback and pragmatic guidance   on technology-related issues.
• Create   confidence by following through on actions, escalating when needed and   maintaining transparent evidence of progress.
• Establish   psychological safety so colleagues feel confident to raise risks, blockers   and service challenges early.
• Champion   technology as an enabler across the organisation, helping teams use systems,   suppliers and data effectively to solve problems, improve processes and   deliver business outcomes rather than seeing technology as a blocker.

• Own the internal operational oversight of Microsoft 365, Azure, Entra ID, Intune, Conditional Access and endpoint services, working through the MSP for privileged administration and technical execution.
• Manage and challenge the MSP and other key technology suppliers, working with Procurement where required, including service reviews, SLA performance, incident escalation, root-cause analysis, backlog management, remediation tracking and evidence review.
• Oversee endpoint and device compliance, ensuring exceptions are identified, understood, tracked and remediated by the MSP and other suppliers.
• Oversee the operational joiner, mover and leaver process across users, devices, access requests, licences and offboarding, working with the MSP, Procurement and relevant internal teams to ensure activity is completed on time, properly evidenced and audit-ready.
• Act as a business partner to Risk, Compliance, Projects, Change, Data and operational teams, helping translate business requirements into practical technology actions and removing delivery blockers.
• Support cyber security from an operational oversight perspective, including access lifecycle controls, endpoint compliance, patching evidence, cyber-related supplier actions and incident coordination.
• Working with the Head of Technology and Cyber Security Manager, Support the development of a longer-term cyber assurance roadmap, including ISO 27001 and SOC 2 Type 2 readiness, working with the Head of Data and Technology, MSP, outsourced DPO and relevant suppliers to identify control gaps, strengthen evidence and improve capabilities such as SIEM, XDR, logging, monitoring and incident response.
• Support data governance by ensuring technology platforms, access controls, service changes and supplier processes align with agreed data ownership, quality, retention and control expectations.
• Support the Head of Data and Technology with business continuity and disaster recovery oversight, working with the MSP on plans, dependencies, testing, evidence and remediation actions.
• Maintain clear reporting across service health, supplier performance, incidents, device compliance, joiner-mover-leaver activity, control gaps and operational risks.
• Reduce key-person dependency on the Head of Data and Technology by taking ownership of day-to-day technology operations, supplier coordination and business-facing technology support.