Technology Operations Manager

At Bupa, we're passionate about technology. With colleagues, customers, patients and residents in mind you'll have the opportunity to work on innovative projects and make a real impact on their lives. Right from the start you'll become part of our digital & data strategy, joining us on our journey and developing yourself along the way. The Technology Operations Manager will oversee all operational aspects of the Care Services Technology Service. This includes ensuring that all service suppliers meet defined service levels across the service desk, hardware infrastructure, identity, and applications. The successful candidate will be responsible for providing oversight and assurance of technical processes and security compliance to maintain operational integrity and ensure that service delivery is fit for purpose for Care Services. This role also includes line management responsibilities. How you'll help us make health happen: Strategy / Management

• Deliver operational run and change for Care Services Technology.
• Ensure product and service resilience throughout their lifecycle, including third-party oversight.
• Manage asset lifecycle, drive cloud adoption, and incorporate technical improvements.
• Oversee daily operational risk management.
• Manage products and services against SLAs, KPIs, and KRIs, providing relevant reports.
• Handle the technology budget for infrastructure and non-product services.
• Ensure core infrastructure and services are fit for purpose.
• Provide a unified view across IT Service and IT Operations, including vendor management.
• Ensure the technology service model meets business requirements and is cost-effective.
• Align operations with Bupa's policies and support control assessments.
• Line manage technology support/operations teams, fostering modern service and DevOps skills.
• Coordinate with the GRC team on technology risk management.
• Support responses to technology complaints.
• Manage technology audits and ensure timely closure of MAPs.
• Gather business feedback on service performance and establish improvement plans.
• Apply operational discipline across the cross-functional team.
IT Operations
• Act as a conduit and escalation point between the business and service providers for incident and security management.
• Understand customer experience through insights.
• Oversee SLA performance across internal teams and external vendors.
• Manage obsolescence and maintain relevant registers.
• Ensure security and compliance of technology products and infrastructure with Enterprise Policy.
• Proactively identify and manage service incidents, identifying trends.
• Serve as the single point of contact for incident management.
• Implement service automation options locally and with central teams.
• Manage IT operations resources to meet demand.
• Collate and analyse availability and performance metrics, improving operational performance.
• Support contract renewals, ensuring alignment with business, operational, security, and risk requirements
IT Change
• Manage change across all Care Services products throughout their lifecycle.
• Support infrastructure tasks for product changes, requesting central team resources as needed.
• Align with technology governance for new product introductions and changes to existing products.
• Identify and implement continuous improvement opportunities at the product and service levels.
• Develop and maintain service introduction processes and documentation for both new and existing products.
  
  Proficient in ITIL, including IT Service Management, change management, and capacity management.
• Experience managing hardware and software obsolescence.
• Technical expertise in IT infrastructure, systems administration, and network management.
• Product management experience with a solid grasp of product lifecycle management.
• Advanced stakeholder management and excellent communication skills.
• Ability to collaborate with cross-functional teams.
• Effective vendor management, particularly SLA management.
• Strategic prioritisation and decision-making skills.
• Knowledge of continuous improvement methods.
• Strong problem-solving, risk, resource, and cost management skills.
• Well-organised, analytical, and able to meet deadlines.
• Strong negotiation, influencing, and leadership skills.
• Adaptable to changing environments.
• Experience in service management, monitoring, and tracking., While qualifications are beneficial, they are not mandatory for this role. The following list is unordered.
• ITIL Practitioner
• Continuous Improvement: Lean Six Sigma, Lean Practitioner, CCIM, Certified Business Improvement Professional, CBCMP
• Project/Product Management: Prince 2, PMP, CAPM, APM, Agile (CSM, PMI-ACP)
  
  Our benefits are designed to make health happen for our people. Viva is our global wellbeing programme and includes all aspects of our health - from mental and physical, to financial, social and environmental wellbeing. We support flexible working and have a range of family friendly benefits.
Joining Bupa in this role you will receive the following benefits and more:
• 25 days holiday, increasing through length of service, with option to buy or sell
• Bupa health insurance as a benefit in kind
• An enhanced pension plan and life insurance
• Annual performance-based bonus
• Onsite gyms or local discounts where no onsite gym available
• Various other benefits and online discounts
Why Bupa? We're a health insurer and provider. With no shareholders, our customers are our focus. Our people are all driven by the same purpose - helping people live longer, healthier, happier lives and making a better world. We make health happen by being brave, caring and responsible in everything we do. We encourage all of our people to "Be you at Bupa", we champion diversity, and we understand the importance of our people representing the communities and customers we serve. That's why we especially encourage applications from people with diverse backgrounds and experiences. Bupa is a Level 2 Disability Confident Employer. This means we aim to offer an interview/assessment to every disabled applicant who meets the minimum criteria for the role. We'll make sure you are treated fairly and offer reasonable adjustments as part of our recruitment process to anyone that needs them. Time Type: Full time