IT Operations Centre Team Leader

IT Operations Centre (ITOC) Team Leader

Location: Manchester, Oxford Road (On campus with some flexibility)

Grade: 6

We’re stronger when we’re diverse:

At The University of Manchester, we’re proud of our inclusive community. We welcome applications from people of all backgrounds, identities and experiences. We’re building a culture where everyone belongs, is supported to grow, and can contribute their unique perspective to help shape the future of technology and innovation.

Join the heartbeat of IT at The University of Manchester:

At The University of Manchester - home of Alan Turing, the birthplace of the modern computer, and one of the world’s leading research institutions - innovation never sleeps…and neither does our technology.

Our IT Operations Centre (ITOC) sits at the centre of this ecosystem, monitoring system health, safeguarding uptime, and ensuring critical digital services are there when researchers, students and partners need them most.

We’re looking for a technically capable, people-focused Team Leader to guide our ITOC team, who thrives in complex environments, leads with clarity and empathy, and turns operational excellence into a culture, not just a checklist.

The opportunity:

As the IT Operations Centre Team Leader, you’ll be at the core of digital operations, leading a skilled team of analysts responsible for system monitoring, availability, and rapid incident response across one of the UK’s largest and most complex university infrastructures. Within your role you will:

• Lead, coach and inspire your team to deliver reliable, responsive IT monitoring and support.
• Embed ITIL best practices and ensure standards are met for incident, problem and change management.
• Act as a calm, confident escalation point during critical events, ensuring clear communication and quick resolution.
• Collaborate with experts and partners to optimise monitoring tools, drive automation, and improve service resilience.
• Champion continuous improvement, building a culture that values learning, innovation and teamwork.

This is a hands-on leadership role where your technical insight and ability to build trust will help keep the digital heart of the University beating smoothly, day and night.

What we’re looking for:

Ideally, you’ll bring:

• Proven experience leading IT operations or service monitoring teams (preferably in a 24/7 or mission-critical environment).
• Strong understanding of ITIL frameworks and operational processes such as incident, change and problem management.
• Hands-on experience with monitoring tools (e.g. SolarWinds, Zabbix, Nagios) and scripting for automation (SQL, Python, PowerShell).
• Familiarity with CMDB management and configuration best practices.

As a leader, you’ll balance accountability with empathy, setting high standards while creating an environment where people feel trusted, supported and motivated to do their best work.

You’ll lead with integrity and transparency, encouraging collaboration, curiosity and continuous learning. Calm under pressure, you’ll communicate with purpose and focus, guiding your team through complex, fast-moving situations.

We don’t expect you to tick every box on day one. What matters most is your mindset. If you’re curious, eager to grow, and ready to make an impact, we’ll give you the support, tools and trust to thrive.

We’re honest about our environment, it’s fast-paced, complex and constantly evolving.

This role isn’t for everyone, it’s probably not for you if:

• You prefer predictability and routine.
• You’re not comfortable being on campus and leading your team in person when it counts.
• You find it difficult to balance hands-on technical work with people leadership.
• You hesitate to make decisions quickly in live operational situations.
• You’re looking for a job where you can switch off from the bigger picture.

…but if you thrive in complexity, enjoy solving real-time challenges, and want to be part of a mission that keeps a world-class university running this could be your ideal next step.

Why join us?:

At Manchester, you’ll be part of something bigger…a university with a legacy of discovery and a future built on innovation. You’ll help power the systems that support research, teaching, and collaboration worldwide, in a role where your ideas have visible impact every day.

We offer:

• Generous annual leave and a strong pension scheme
• Access to world-class facilities, wellbeing and development support
• A diverse, inclusive community that values curiosity, collaboration and ambition

Be part of the team that keeps innovation alive, every hour of every day.