IT Services Manager

  • 2 February 2021

Job details

Job title: IT Services Manager
Team: Systems Team
Reports to: Head of IT
Location: Bath, UK

Please note, this position is only open to applicants who have the right to work in the UK.

The role

The purpose of this role is to oversee the delivery of a portfolio of IT and data cycle services at ORX. The role leads and drives the services internally and with third-party suppliers, ensuring that they are delivered to the agreed SLAs and to budget.

The IT Service Manager will:

  • provide support and guidance to the service desk team
  • be responsible for managing some of the key 3rd party outsource contracts
  • business partner with other parts of the ORX to ensure and improve quality of service.
  • deliver a programme of continual service improvement
  • take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements
  • ensure that the business solutions align with the vision, mission, objectives, strategy, business and user needs.
  • ensure all service and support functions remain responsive to customer needs.  
  • communicate the service catalogue and wider IT service operations knowledge library throughout ORX
  • deliver regular key performance indicators (KPIs) and reports for key services and suppliers

The role of IT Service Manager will also provide support to the Head of IT in leading and delivering significant change projects. 

The company

ORX helps the global financial services industry measure and manage operational risk. We research, improve understanding and share knowledge to benefit our members and the wider sector.

We're a dynamic, fast-growing, international industry association with a membership of over 100 leading banks and insurers from more than 20 countries. We are continuing to grow our membership and range of services in 2020. We are owned by our members and are a not for profit organisation.

Find out more about what we do

Main duties and responsibilities

IT Service Delivery

  • Monitor, maintain and report on IT services, including all internal IT services and member facing services
  • Provide management information and statistics on the core IT services
  • Maintain secure configuration and accurate IT assets records
  • Direct and coach IT Support team
  • Develop process and procedures
  • Resolve service desk escalation
  • Continuously develop ORX’s IT services in accordance with the IT strategy
  • Proactively ensure all agreed business critical systems are available in the event of a disaster and ensure they are regularly tested

Key Supplier Management

  • Build relationships with third party suppliers
  • Report on performance against KPI
  • Meet regularly with suppliers to direct work and resolve issues

Business Partnering

  • Ensure that IT is seen as an effective partner and enabler by providing strategic consulting support and bridging the gap between the business and IT
  • Promote IT to the business and educate IT on the needs, requirements, and drivers of the business
  • Understand business direction and shape IT solutions to match this direction
  • Develop solution concepts and business cases for new investments, in collaboration with key stakeholders across business units and IT

Project Delivery

  • Lead the delivery of IT Projects
  • Setting the expectations for Project members and guide the direction of the project work
  • Resolve problems and conflicts during projects and manage the performance of the project team
  • Engage and communicate with key stakeholders

Skills and knowledge


  • An IT or Computer Degree or equivalent experience
  • Broad knowledge of IT architecture and underpinning technologies
  • Good working knowledge of Office 365
  • Up to date knowledge and understanding of information and communications technology (ICT) developments and their potential to contribute to the provision of effective and efficient response to business needs
  • Understanding or background from an ITIL Service Management and project management framework
  • Previous experience of change management and the people element of change
  • Coaching and mentoring direct reports
  • Managed the third party relationships
  • Demonstrable ability to adapt to new situations, solve problems and develop new skills
  • Proven ability to lead teams, outsourced contracts, and report to senior stakeholders
  • Strong communication skills with the ability to influence and build strong working relationships
  • Handle confidential material with highest discretion
  • Work autonomously and pro-actively
  • Strong negotiating and influencing skills
  • Able to cope under pressure and prioritise tasks
  • Reliable and trustworthy


  • Technical qualification or working to a technical qualification in infrastructure such as, Microsoft certified systems engineer
  • Knowledge IaaS such Azure, AWS or other major cloud service provider

What we offer in return 

  • Competitive salary
  • Discretionary Bonus Scheme 
  • Flexible working to support a healthy work/life balance
  • Eight per cent company contribution to pension
  • Employee recognition scheme
  • Support for training and development
  • Twenty-five days holiday a year, increasing by one day for each year of service to a maximum of 28 days
  • Life assurance
  • Health cash plan
  • Cycle to work scheme
  • Perks at work scheme
  • Employee assistance programme
  • Interest-free rail season ticket loan
  • Summer and Xmas social events
  • Inclusive and supportive working environment

What else do you need to know?

We are an equal opportunity employer. We create an environment where everyone has an equal chance to succeed, during our recruitment phase and through their career at ORX.

At ORX, we work hard while recognising the importance of the well-being and work/life balance of our staff. This is reflected in our culture and in our approach to flexible working.

As we manage and have control of highly confidential data, the successful candidate will have to make specific commitments in this regard and will be subject to background checks.

Please note, this position is only open to applicants who have the right to work in the UK.

To apply send your CV and a covering letter to [email protected]. In the body of the email, please confirm what your salary expectations are.

Coronavirus (Covid-19) considerations: All employees are currently working from home in line with the government guidelines.

Apply now

By applying for this position you are confirming that you have the right to work in the UK.

Send your CV and covering letter to [email protected]