Technical Operations Manager
Job Description
Technical Operations Manager - 12 Month (FTC) | £70,000 - London (Hybrid - 3 Days Per Week)
Here at Burns Sheehan, we're working with a leading name in the Real Estate space as they look to hire a Technical Operations Manager to help ensure smooth, reliable IT services across their UK and European offices.
This is a key hire within their Technology Services function, reporting into the Infrastructure & Security Manager. You’ll lead day-to-day IT service delivery helping manage the internal support team and 3rd party providers – while also driving continuous improvement across user support, service processes, and operational tooling.
The business is medium-sized (150 people across 9 countries), so it’s still agile, with the chance to influence how things are run. They’ve got the complexity of a multi-site, multi- setup, but without the red tape of a large corporate.
Core Responsibilities:
- Lead and manage IT Service Desk operations, ensuring strong performance and user satisfaction.
- Act as escalation point for major incidents – coordinating resolution and keeping stakeholders informed.
- Take ownership of Incident, Request, and Escalation processes and related reporting.
- Oversee Change Management processes and chair CAB meetings.
- Support desktop, mobile, and office IT environments – including vendor relationships, licensing and asset management.
- Work closely with internal teams and external partners to align on service improvement priorities.
- Occasionally travel to European offices when required.
Key Experience We’re Looking For:
- Solid experience in a technical operations, IT service delivery, or service desk leadership role.
- Good knowledge of ITSM platforms (e.g. ServiceNow, Freshservice, Jira, ManageEngine).
- Familiar with core Microsoft technologies – including Office 365, Intune, Active Directory and basic networking.
- Experience working with 3rd party vendors and managing outsourced IT services.
- Confident in a stakeholder-facing role – strong communication and coordination skills.
- Ideally ITIL certified (or equivalent experience), with a hands-on approach to process improvement.
- Comfortable resolving first-line issues when necessary
This is a great opportunity for someone looking to step up in a visible, hands-on leadership role with plenty of variety day to day. If you’re interested, apply below and we’ll be in touch.
Technical Operations Manager - 12 Month (FTC) | £70,000 - London (Hybrid - 3 Days Per Week)