148 jobs found

Service Manager (North America) Location: This role offers flexibility on location, with candidates near Peterborough expected onsite around 2 days per week. We're open to remote candidates (UK only) further afield for the right person. The role supports our North America business operations and therefore requires regular alignment to US working hours. The successful candidate should be comfortable working later UK hours on weekdays, with the current working pattern typically running until around 10pm UK time, alongside occasional flexibility to work later where business needs require. Our User Services team at ABF Business Technology Services are looking for a talented Service Manager to join their growing organisation, supporting our North America business operations. In this highly visible role, you'll act as the key link between BTS and ABF businesses, ensuring high-quality operational services are delivered effectively while driving continuous improvement across a complex, global IT landscape. What you'll be doing Act as the primary relationship owner between BTS User Services and ABF business stakeholders across North America. Lead and coordinate virtual teams to ensure operational services are aligned to business priorities and strategic objectives. Monitor and manage service performance, including SLA achievement, customer satisfaction, and key operational KPIs. Identify opportunities for service improvement and proactively drive initiatives that enhance user experience and operational excellence. Build strong relationships with senior stakeholders, including Directors and CxO-level leaders, acting as a trusted advisor for operational IT matters. Collaborate with Product Managers, Business IT teams, and cross-functional departments to support business transformation and service adoption. Support and contribute to the development of the wider Service Management strategy and roadmap. Participate in the Duty Manager on-call rota and provide operational support or holiday cover for other Service Managers where required. What you'll bring Proven experience working within a Service Management environment, either within a global internal IT function or Managed Service Provider (MSP). Strong stakeholder management experience with the ability to confidently engage senior business leaders and technical teams. Demonstrated experience delivering operational service improvements and driving customer-focused outcomes. Excellent communication and presentation skills, with the ability to influence cross-functional teams without direct authority. Experience managing multiple priorities and operating effectively within fast-paced, high-pressure environments. Strong leadership skills with the ability to motivate, coach, and coordinate virtual teams. Knowledge and experience of ITSM toolsets, ideally including ServiceNow. Technical awareness of Microsoft platforms, cloud technologies, automation, server infrastructure, and virtualisation technologies. Strong analytical and problem-solving skills with a proactive, solutions-focused mindset. Experience working within global, multi-cultural organisations and supporting geographically dispersed user bases. Willingness to travel occasionally to other business locations, suppliers, or vendors. Location Hybrid, a mix of office and homeworking. This role will be based at our Peterborough offices on the Lynchwood Business Park. The office has recently been renovated and along with a modern work environment has great public transport links, free onsite parking, free drink facilities, free lunch option each day and a great team culture. Benefits AB Foods BTS match up to 10% pension (contributory) Up to 10% Bonus Opportunity to buy up to 5 days holiday per calendar year Discounts on ABF products such as Twinings, Silverspoon, Pataks and Ryvita 24/7 free and confidential access to an Employee Assistance Programme to support you as and when necessary Free lunch option available every day Access to a staff shop with discounted ABF brand products

Job Title: Service Delivery Manager Location: London Company: BritBox International Reporting to: SVP, Technology & Content Delivery Contract Type: 12 Month Fixed-term contract About Us Welcome to BritBox, the ultimate streaming destination for British TV. We bring you an unparalleled collection of thoughtfully curated entertainment, cleverly crafted and brimming with the kind of charm, wit and heart only the Brits could deliver. Born from the BBC, we're on a mission to share authentically British stories with audiences across the world. Since our launch in 2017, we've quickly expanded to seven markets including North America, Australia, and the Nordics. We are a small but mighty streamer that punches above our weight, available on every major platform and even shining among the bright lights of Times Square-and we're just getting started! Now, here's where you come in: if you're passionate about entertainment, thrive in a fast-paced environment, and want to play a meaningful role in our remarkable growth story, this is your chance. Join our team and help us bring the best of British TV to fans everywhere. Job Purpose We are looking for a Service Manager to own end-to-end service management across BritBox International's technology platform. You will be responsible for both ITSM processes (incident, problem, and change management) and service delivery (vendor relationships, SLA performance, and operational quality), managing a small team of 2-5 people and reporting to the SVP of Technology and Operations. This is not a traditional service management role. We are seeking someone who will own the AI strategy for service operations and be hands on in implementing it. Experience with agentic AI frameworks, LLM powered automation, and tools like Claude Code is a core requirement - not a nice to have. You will deploy AI agents for automated incident triage, build agentic workflows that transform how we detect, resolve, and prevent issues, and bring predictive intelligence into a platform that serves millions of viewers across seven markets. Responsibilities Service Management & Operations Own and continuously improve ITSM processes across incident, problem, change, and release management, ensuring alignment with ITIL best practices. Lead major incident management - coordinating cross functional response, driving resolution, and delivering root cause analysis and post incident reviews. Maintain and evolve the service catalogue, ensuring all technology services are clearly defined, documented, and understood across the organisation. Monitor platform health, availability, and performance across all BritBox markets, proactively identifying risks before they impact viewers. Coordinate with engineering, product, infrastructure, and content teams to ensure service continuity during releases, migrations, and scaling events. Service Delivery & Vendor Management Manage relationships with third party vendors and technology partners (CDN providers, cloud infrastructure, platform partners), holding them accountable to contracted SLAs. Define, track, and report on service KPIs including platform uptime, Mean Time to Resolve (MTTR), Mean Time to Identify (MTTI), and customer satisfaction metrics. Produce regular service performance reporting for senior leadership, translating operational data into actionable insights. Drive service improvement plans based on trend analysis, incident patterns, and feedback from internal stakeholders and viewers. Negotiate and manage vendor contracts, ensuring BritBox receives optimal value and service quality. AI-Driven Service Automation Design and implement an AI first service operations strategy using agentic frameworks and LLM powered tools such as Claude Code, autonomous service agents, and AI assisted runbooks. Deploy AI agents for automated incident triage, classification, and first line resolution - reducing mean time to resolve and freeing the team to focus on complex, high impact issues. Build agentic workflows that autonomously execute operational runbooks, elevate intelligently, and learn from historical incident data to improve over time. Implement predictive analytics and anomaly detection to identify potential service degradations before they impact viewers. Design and deploy self service automation for internal teams, enabling engineers and product staff to resolve common requests without manual service desk intervention. Establish robust governance around AI agent behaviour, including escalation policies, human in the loop controls, audit trails, and output validation. Process & Governance Develop and maintain ITIL aligned process documentation, including service management policies, operational procedures, and escalation matrices. Establish governance frameworks for AI tooling in service operations, including prompt engineering standards, agent guardrails, and responsible AI practices. Drive continual service improvement through retrospectives, data driven insights, and industry benchmarking. Own stakeholder communication during major incidents and significant changes, ensuring timely, clear, and accurate updates to technical and non technical audiences. Knowledge and Experience Essential experience Experience in IT service management or service delivery, with leadership or management role. Proven hands on experience with AI driven service management tools and agentic frameworks - including but not limited to Claude Code, LLM powered automation, AI service agents, or equivalent AI native operations tooling. This is a core requirement. Strong understanding of agentic AI architectures and how to apply them in a service operations context (autonomous triage, predictive analytics, self healing workflows, intelligent escalation). Solid ITSM foundation with practical experience applying ITIL v3/v4 principles in a technology organisation. Experience with ITSM and observability platforms such as ServiceNow, Jira Service Management, PagerDuty, Opsgenie, or similar. Demonstrated vendor and partner management experience, including SLA negotiation and performance management. Experience managing service teams in a multi region or 24/7 operational environment. Familiarity with observability and monitoring tooling (Datadog, Grafana, New Relic, CloudWatch). Knowledge of prompt engineering and AI agent orchestration patterns. Strong technical understanding of cloud infrastructure (AWS, GCP), streaming/OTT platforms, and content delivery networks. Excellent communication skills - able to lead incident bridges, produce executive level reporting, and translate technical issues for non technical stakeholders. Desired experience but not essential ITIL 4 Foundation or Expert certification. Experience in the media, entertainment, or streaming/OTT industry. Experience with automation scripting (Python, Bash, or similar) for operational tooling. Experience implementing or managing AI powered chatbots or virtual service agents. Core skills A calm, authoritative presence during high pressure incidents who instils confidence across technical and non technical teams. A forward thinking leader who sees AI not as a buzzword but as a practical, transformative tool for service operations. Someone who thrives in a fast paced, evolving environment and is comfortable with ambiguity. A strong communicator who can navigate vendor relationships, lead incident responses, and report to senior leadership with equal confidence. A team builder who invests in growing people and fostering a collaborative, psychologically safe team culture. Genuine curiosity and a continuous learning mindset - particularly around emerging AI and automation technologies. Our Values Our BritBox Global Values not only represent our culture but also ensure that we have principles that shape everything we do. Defined by our employees, they are not just words on a page, but the foundation of how we work together, every day. Our values have been cascaded into specific behaviours, which are embedded into all of our people processes, including hiring, onboarding, performance evaluation and feedback. We are proud of our values and seek to hire people who resonate with them. This job spec is not exhaustive and may change from time to time in line with the evolving nature of a dynamic and growing business.

What you'll bring to the team Technology Operations Technician Location: Thorpe Park Hours:40 hours per week Mon - Sun Contract:Permanent - Salaried The Technology Operations Technician is responsible for providing first class technology service delivery, ensuring operational continuity and resolving technical issues across their assigned area. Reporting to the Technology Operations Manager, the Technician acts as the first point of contact for technical support, manages service requests, and contributes to the successful implementation of IT projects. This role requires strong technical expertise, excellent problem solving skills, and a commitment to delivering exceptional customer service. This role will be focused on supporting the needs of Thorpe Park and will require the right person to be based onsite. Responsibilities: Respond to and resolve technical incidents and service requests within agreed service levels. Escalate complex issues to the Technology Operations Manager or appropriate central technology teams, ensuring timely resolution. Be a point of escalation for more complex issues for Technology Operations Technicians. Proactively monitor IT systems and services, identifying and resolving potential issues before they impact operations. Maintain accurate records of incidents, service requests, and resolutions in the IT service management system. Mentor and coach junior technicians, fostering a culture of excellence and knowledge sharing. Execute service delivery operations in accordance with the ITIL Framework. Act as the local liaison for the Global Service Desk, ensuring alignment and continuity of service. Provide clear and timely updates to stakeholders on the status of incidents and requests. Support the implementation of local IT projects, ensuring alignment with organisational objectives and timelines. Qualifications & Experience Minimum 2+ years of experience in IT support or a similar role. Strong understanding of IT systems, including EUC (End User Computing), POS (Point of Sale), and network infrastructure. Familiarity with IT service management platforms, such as ServiceNow. ITIL Foundation certification or equivalent experience preferred. Experience in troubleshooting and resolving technical issues in a timely manner. Strong knowledge of IT systems and tools to resolve a wide range of technical issues. Benefits 'Enjoy the Ride' Merlin Annual Passes - 6 in total per year, 1 for you, plus 5 to gift to loved ones! Merlin Magic Pass - 20 free tickets for you, your family and friends to enjoy all our Merlin Attractions across the world rising to 40 after a year's service 28 days holiday (including bank holidays) Company bonus Private pension scheme 40% discount online off LEGO 25% discount in our on site retail shops and restaurants Ongoing training and development opportunities Plus, many more This role is a full time role, averaging 40 hours per week. Due to the nature of the business this will include weekends, bank holidays and some late evenings as required. If you have any questions or if you require any assistance, because of a disability or medical condition, please contact us by email at and one of the team will get back to you as soon as possible. Pay Range Competitive

We're hiring for an IT Support Analyst to support our growing Technology team! To keep up with our growth in the UK and Ireland, we're looking for a dedicated IT Support Analyst to serve as the first point of contact for employees seeking technical assistance for technology issues. Provide technical support over the phone, in-person, or other means of communications while maintaining high levels of customer service. This position will support the end users in all offices. We're looking for someone with: Outstanding customer service skills with the ability to speak about complex issues in a down-to-earth manner. Good knowledge of current Windows Operating System. Good knowledge of Microsoft 365 office suite. Experience with PC hardware build and troubleshooting. Familiarity with Apple & Android mobile devices. Own transport as this role supports multiple sites. Experience of ServiceDesk (preferable). Experience in OpenGI or Applied Epic applications would be preferable. BA or BS degree preferred or equivalent experience. 3+ years of experience working for a corporate level service desk. Using these skills, you'll be: Setting up and testing PCs for new and existing users to ensure smooth onboarding and ongoing performance. Responding to hardware and software issues, diagnosing problems, and delivering effective solutions. Supporting and contributing to corporate initiatives as directed by your manager, including testing and documentation. Assisting with the management and maintenance of mobile devices across the organisation. Providing day-to-day IT support to team members and collaborating to resolve technical challenges. Supporting a wide range of technology products and services, including troubleshooting, user guidance, and policy communication. Identifying the most efficient and effective ways to resolve technical issues for users. Logging, updating, and closing support tickets in ServiceNow, ensuring accurate documentation and timely resolution. Handling work orders of varying complexity, escalating high priority or complex issues when required. Delivering onsite IT support for the Midland offices. Managing and maintaining IT equipment within the Midland offices to ensure reliability and availability. Who is NFP? With over 1,000 people in the UK and Ireland and over 8,000 employees worldwide, NFP is part of the Aon group and specialise in helping businesses in four core areas: Insurance (helping them manage key risks) Health and safety (supporting them to create a safer workplace for their employees) Employee benefits (helping them reward their people more effectively) HR, people and talent (supporting employers and their people to thrive through changes and challenges) What you'll love about working here working in a dynamic, fast paced organisation in an exciting industry the opportunity to do globally impactful work from day one learning from industry and business line specialists with decades of experience a huge variety of projects to work on and challenges to solve our People First culture, which illustrates our commitment to your wellbeing and development, not just as an employee but as a human being a rich suite of employee benefits and out of work perk The great benefits we offer: Finances It's important to know you're paid fairly for the hard work you put in, which is why we complete regular reviews to keep your salary in line as you progress. Plus, we offer initiatives to support and give you financial peace of mind. Matched employer pension contributions Life Assurance and Group Income Protection Lifestyle discounts for well known brands Work life balance We appreciate the importance of your life outside of work and the benefits of an effective work life balance. That's why our policies and culture respect your ability to be flexible, helping you be your best self both in and out of the office. Opportunity for hybrid working Generous annual leave allowance Health and wellbeing We firmly believe in supporting the whole person, not just the employee. At NFP, you have access to a number of initiatives and resources designed to support your physical and mental health and wellbeing. Comprehensive Private healthcare Healthcare cash plan Additional days off throughout the year to focus on your wellbeing Charity and community work At NFP, your sense of purpose will stretch far beyond your job role. With numerous opportunities to support charities and local initiatives close to our heart, you'll be able to join us in making a real difference. Numerous charity fundraising challenges and events throughout the year Opportunities to volunteer and give back to the community Award winning apprenticeship program, helping local schoolchildren take their first steps into the world of work Social It's not all hard work; we also love to let our hair down. By providing plenty of opportunities to socialise with your colleagues throughout the year, we help ensure our people get on personally as well as professionally. Two large employee events every year for summer and Christmas Enjoy out of work events and socials to get to know your team better Good office locations with plenty of opportunity to socialise outside of work Inclusion and belonging We're proud holders of Insurance Business Magazine's 5 Star Inclusion and Belonging Employer award. Through our dedicated Inclusion and Belonging committee, we hold educational events that foster a culture of curiosity, not judgement. A dedicated Inclusion and Belonging Committee, supported by our Global Advisory Board Inclusive policies and procedures to ensure all of our people are treated fairly Access to Business Resource Groups that can support with multiple of key challenges NFP and You Better Together! NFP is an inclusive Equal Employment Opportunity employer.

The Role & Key Responsibilities Job Title : Service Manager (North America) Location : This role offers flexibility on location, with candidates near Peterborough expected onsite around 2 days per week. We're open to remote candidates (UK only) further afield for the right person. This role supports our North America business operations and therefore requires regular alignment to US working hours. The successful candidate should be comfortable working later UK hours on weekdays, with the current working pattern typically running until around 10pm UK time, alongside occasional flexibility to work later where business needs require. Our User Services team at ABF Business Technology Services are looking for a talented Service Manager to join their growing organisation, supporting our North America business operations. In this highly visible role, you'll act as the key link between BTS and ABF businesses, ensuring high-quality operational services are delivered effectively while driving continuous improvement across a complex, global IT landscape. You'll work closely with senior stakeholders, technical teams, and cross-functional partners to enhance service performance, champion customer experience, and contribute to the wider BTS strategy and roadmap. What you'll be doing : Act as the primary relationship owner between BTS User Services and ABF business stakeholders across North America. Lead and coordinate virtual teams to ensure operational services are aligned to business priorities and strategic objectives. Monitor and manage service performance, including SLA achievement, customer satisfaction, and key operational KPIs. Identify opportunities for service improvement and proactively drive initiatives that enhance user experience and operational excellence. Build strong relationships with senior stakeholders, including Directors and CxO-level leaders, acting as a trusted advisor for operational IT matters. Collaborate with Product Managers, Business IT teams, and cross-functional departments to support business transformation and service adoption. Support and contribute to the development of the wider Service Management strategy and roadmap. Participate in the Duty Manager on-call rota and provide operational support or holiday cover for other Service Managers where required. What you'll bring : Proven experience working within a Service Management environment, either within a global internal IT function or Managed Service Provider (MSP). Strong stakeholder management experience with the ability to confidently engage senior business leaders and technical teams. Demonstrated experience delivering operational service improvements and driving customer-focused outcomes. Excellent communication and presentation skills, with the ability to influence cross-functional teams without direct authority. Experience managing multiple priorities and operating effectively within fast-paced, high-pressure environments. Strong leadership skills with the ability to motivate, coach, and coordinate virtual teams. Knowledge and experience of ITSM toolsets, ideally including ServiceNow. Technical awareness of Microsoft platforms, cloud technologies, automation, server infrastructure, and virtualisation technologies. Strong analytical and problem-solving skills with a proactive, solutions-focused mindset. Experience working within global, multi-cultural organisations and supporting geographically dispersed user bases. Willingness to travel occasionally to other business locations, suppliers, or vendors. Location Hybrid, a mix of office and homeworking. This role will be based at our Peterborough offices on the Lynchwood Business Park. The office has recently been renovated and along with a modern work environment has great public transport links, free onsite parking, free drink facilities, free lunch option each day and a great team culture. About The Company Associated British Foods Business Technology Services are co ntinually reviewing our benefits to ensure our staff feel rewarded Associated British Foods is a global giant when it comes to the world of food processing and retail. Our ingredients division is the world's second-largest producer of both sugar and baker's yeast and our grocery brands occupy leading positions across the globe meaning that, in the UK, nine out of ten households use our brands. Associated British Foods Business Technology Services (BTS) was first established in 2008 to deliver a centralised IT infrastructure and service to our fellow ABF businesses. We have now grown and operate in over 185 locations spread across 23 countries supported by a fantastic team of nearly 200. Our customers are at the heart of everything we do and we're looking for people who are eager to join us in supporting and delivering this vision. We want you to be a part of our future and to support you, so below are a handful of some of our benefits that are offered to our employees. AB Foods BTS match up to 10% pension (contributory) Up to 10% Bonus Opportunity to buy up to 5 days holiday per calendar year Discounts on ABF products such as Twinings, Silverspoon, Pataks and Ryvita 24/7 free and confidential access to an Employee Assistance Programme to support you as and when necessary Free lunch option available every day Access to a staff shop with discounted ABF brand products We're looking for dedicated and conscientious people who embrace and live our values. If you are an individual who thrives in a collaborative, trusting and pioneering work environment, ABF could be the right company for you. All recruitment activities into our ABF BTS team are supported by our AB Agri business. Making your application Ready to apply? Great! Simply register your details and upload your CV via our careers website - it usually takes just a few minutes. Please do not delay making your application. In the event of a high candidate response to this vacancy we may close the application period before the date shown and without notice. So that we can support you to perform at your best, please let us know of any adjustments that may be required throughout the recruitment process by emailing As part of your application, we ask you to answer some equal opportunities questions that help us to monitor how inclusive our recruitment process is and identify areas we can improve in.This information is anonymised, separate from your application and is never seen by the hiring panel.You can choose not to answer these questions with no impact on your application. ABF BTS recruitment is supported by our AB Agri group and we politely request no contact from recruitment agencies or media sales.We have a PSL and do not accept speculative CVs from recruitment agencies nor accept the fees associated with them.

Role: Solution Architect ServiceNow Contract Type: Full-time, Permanent Salary: Excellent salary (dependent on experience), plus bonus and company benefits Please note we will not be engaging any recruitment agency for this hire Location: UK Only Candidates must be committed to attending one of our offices (either Sunbury-upon-Thames, London, or Livingston) at LEAST once a fortnight as a minimum Kinly is a unified global leader in collaboration, systems integration, and managed services. We focus on transforming workspaces, simplifying complexity, and empowering people. Our in house expertise includes AI powered room monitoring, 24/7 support, and a unique enterprise service layer, enabling us to operate with even greater agility, efficiency, and precision. As we continue to grow and expand, we have a new opportunity for a proven ServiceNow Solution Architect, who will be responsible for focusing on process and system optimisation and on supporting and improving our consolidated current and new application landscape. You'll collaborate with a team of colleagues, designing, implementing, and maintaining the landscape. Your expertise will focus on the ServiceNow Customer Service Management application; including case management, advanced work assignment, virtual agent, chatbots, knowledge management, SLA & entitlements, CSM/FSM workspace, customer service portal & mobile app. Moreover, you will be responsible for delivering customer integrations as well as supporting internal business integrations. Other applications on the platform where experience is preferred are Field Service Management (FSM), IT Service Management (ITSM) and Strategic Portfolio Management (SPM). You will work closely with key users to identify, specify, and implement system enhancements and with your analytical mindset and strong communication skills, you'll drive meaningful change through well founded and convincing solutions. Key responsibilities Support the adoption and expansion of ServiceNow CSM, FSM, ITSM & SPM across Kinly Continuously enhance the existing ServiceNow applications Develop automations and support system integrations Create innovative solutions to drive efficiencies for business stakeholders Manage and coordinate technical projects Skills and experience Functional Strong expertise and an understanding of customer service business processes Skilled in requirements analysis, functional and technical design, testing, and agile methodologies Strong analytical and problem solving abilities Knowledge of ITIL (preferred) Technical Proven expertise as an ServiceNow Application Manager or Consultant Advanced knowledge of client and server side scripting, workflows/flows, integration hub & Access control lists and policies NowAssist skill building Excellent understanding of JavaScript scripting within ServiceNow Understanding of JSON and XML Good experience with either UI Builder or mobile app development in ServiceNow Knowledge of the ServiceNow table API and creating scripted APIs. Willing to work outside regular hours, be on standby periodically, and travel internationally as needed If you are selected for interview, and need any reasonable adjustments made for your interview, please let the Talent Acquisition team know, at the point of scheduling. If you do require details of the vacancy or the application process in an alternative format, please email outlining your requirements. Equal Opportunities Kinly is committed to providing equal opportunities in employment, all qualified applicants will receive consideration for employment without regard to sex, age, gender identity, pregnancy, colour, race, national origin, sexual orientation, disability, religion or any other 'protected characteristics. We welcome your application.

Location: North Acton, Ealing, Greater London, United Kingdom ONNEC Group are a leading independent technology partner and global integrator, with over 30 years experience, and a 800+ team of global experts, specialising in providing end-to-end connectivity solutions that propel organisations everywhere. From structured cabling to managed services, our end-to-end services give infrastructure that can be completely replied on. Design. Build. Deploy. Optimise. We offer a complete solution for business connectivity. The Data Centre Team Leader is a key position in managing and providing support for our Client's Data Centre cabling infrastructure, its server and network hardware environment and physical security controls. Reporting to the Local Data Centre Manager, the Data Centre Team Leader will be site based and be responsible for the delivery of Moves, Adds and Changes (MAC) work and Business As Usual (BAU) works at a client Data Centre (In certain circumstance this may be multiple Data Centres and/or may include some Campus locations). The role is focused on the coordination and management of a team of 4+ local DC operations engineers working on rotated 24/7 shifts, as well as assisting in remote management for the wider DC Ops staff in conjunction with the peer team lead. The Data Centre Team Leader assists with the planning and smooth implementation of the day-to-day activities for all DC Ops engineering works. Working with the client, Service Delivery Manager and Data Centre Manager to improve the operational systems, processes, and procedures in support of enhanced service deliverables and management reporting. What you'll be doing as our Data Centre Team Leader: Below is a non-exhaustive list of key responsibilities of both the DC TL and Operations Engineers. The Team Leader's role is to ensure these elements are conducted properly in accordance with the processes and procedures defined by the Client and to aid or perform the tasks where necessary. Device provisioning and change execution: Building equipment racks, copper & fibre patching, SFP module installations and complete hardware installations for new server deployments, ensuring adherence to documented procedures. Connectivity testing for all installations (end-device patching) Change record ownership for new installs and server move activities. Assist with all facets of build process including shipping and receiving, identification of incompatibility and work around solutions. Assisting in routine changes using the IDRAC / MGMT port for some changes (IP's, gateway, ports, etc.) and server relocations within and across the data centres Swap out small, racked network devices Decommissions & disposals: Approve change record for phase 1 (cool off) & 2 (physical) changes. Remove equipment to secure store area. Arrange and manage asset disposal process as documented in central system. Break/ fix & monitoring: Responding to break/fix incidents Assist in maintenance and monitoring of data centre systems to include incidents/events, problems, changes, monitoring, problem escalation/notification/resolution and all other aspects of support. Continual monitoring of data centre support queues and then troubleshooting and diagnosing hardware problems Performing daily date centre health checks Perform date centre walkthroughs verifying alerts for PDUs, HVACs and RPPs as well as for any server ambers lights and reporting any finds to technical support. Raise incident tickets, where applicable Records and reporting Inventory of cabling materials for provision - reported to DC Manager: Capacity reporting and available cab count. Inventory of data centre spares (memory, SFP, network cards etc) for hardware support and change works updated on central repository. IT asset management, to include database record entries and updates (ServiceNow) Raising asset lifecycle tickets for BAU installations/decommissions Schedule tape rotation process and managing delivery/collection of new/used tapes (liaising with Production support) Third party chaperone Raising access via COLO portal Raising access requests and liaising with Security team with activate/deactivate access cards. Raising access, Smart hands, trouble tickets, delivery/collection requests via the COLO portal and tracking requests to completion. What we're looking for in our Data Centre Team Leader: Relevant experienceworking in banking IT environment. Relevant experience working in a Data Centre Moves Adds and Changes environment (IT Hardware deployment). Extensive knowledge/experience in structured cabling installation, fault finding and testing with fluke test equipment. Thorough knowledge of structured cabling standards and cable types (FTP,UTP & Optical Fibre) Self-starter, organised, detailed-oriented and ability to work independently as well as part of a team. Prioritisation skills and multitasking ability. Ability to work under pressure. Expert knowledge of Asset Management Systems Expert knowledge of Ticketing Systems Expert understanding of complex change management and service delivery processes. Ability to mentor and train new starters on all systems, processes, and procedures. Ability to approve / sign off training modules. Ability to lead / supervise shift activities. Ability to lead / supervise special projects from design through to handover. Experienced Service Delivery professional. Support in a large-scale and diverse environment of incident management, escalation procedures and Supervisory of people and management skills. Experience of managing 3rd parties and 3rd party delivered services Satisfactory Skills Matrix score Be an ambassador for Onnec Group Managed Services, working across the business to provide effective communication and build relationships with other teams to ensure effective dialogue and cooperation COMPTIA Server+ COMPTIA Network+ Preferred but not Essential Previous training / qualifications within Information Technology field. Information Technology Infrastructure Library - Foundation & Expert (ITIL )

Job Description Active Directory Specialist - Job Specification JOB TITLE: Active Directory Support Specialist LOCATION: Client Site (Aldermaston) - Onsite 5 days per week (occasional WFH possible) SECURITY CLEARANCE: DV or willing to undergo DV vetting Role Overview The Active Directory Specialist plays a pivotal role in supporting, maintaining, and enhancing a complex hybrid identity services environment that spans both On Prem Active Directory and Entra (Azure Active Directory). Operating within a high security, fast paced public sector setting, the role requires delivering expert 2nd/3rd line technical support while also contributing to long term service transformation, infrastructure modernisation, and operational automation initiatives. You will work at the centre of enterprise identity and access management, ensuring stability, security, and performance across critical directory services including AD DS, Group Policy, ADFS, AD Connect, PKI, and a broad range of supporting technologies. This includes managing domain controllers, maintaining DNS/DHCP integrity, overseeing Group Policy design and deployment (including AGPM), and supporting authentication and federation services across tightly controlled environments. The role is highly technical and demands rigorous troubleshooting skills, deep protocol level understanding, and the ability to diagnose complex issues across interconnected systems and multi layered identity architectures. In addition to BAU service delivery, the Active Directory Specialist contributes significantly to project work, including design and installation of new systems, obsolescence remediation, configuration enhancements, and security driven platform improvements. You will collaborate closely with architects, service leads, and project managers to define, document, and implement scalable solutions using industry best practices, Microsoft security models, and modern automation approaches. The role supports both Agile and ITIL Continuous Service Improvement principles, ensuring that new workflows, processes, and service models are structured, resilient, and aligned to evolving business and security requirements. A major element of the role is maintaining a strong customer focused mindset. You will be expected to work directly with customer representatives, internal DXC teams, and senior IT leadership to communicate technical challenges, propose solutions, and build trust driven relationships. This demands excellent communication skills, documentation capabilities, and the confidence to work independently without direct supervision. You will use enterprise knowledge tools, share expertise within the engineering community, and contribute to a culture of continuous learning and improvement. The position requires adaptability, initiative, and a willingness to innovate-identifying opportunities to automate, optimise, and modernise identity services to ensure long term platform stability and compliance. The Active Directory Specialist must also be committed to maintaining the highest security standards, particularly within environments requiring DV level clearance, where meticulous attention to detail and adherence to strict operational controls are fundamental. Overall, this is a strategically significant role that blends deep technical expertise with collaborative delivery, solution design, and continuous improvement-ensuring the organisation's hybrid identity ecosystem remains secure, modern, and highly available. Key Responsibilities Administer and maintain hybrid identity infrastructures across on prem Active Directory and Azure Active Directory (Entra ID), ensuring secure, reliable authentication and directory services. Troubleshoot and optimise identity platforms including AD, ADFS, Azure AD Connect/Sync, Entra ID, and LDAP, resolving complex federation, synchronisation, and authentication issues. Lead Group Policy lifecycle management, including design, implementation, and controlled deployment using AGPM to ensure consistent and secure configuration baselines. Manage core AD infrastructure components such as Domain Controllers, FSMO roles, DNS, DHCP, Sites & Services, ensuring resilience, correct topology, and high availability. Implement and enforce Azure AD security controls, including RBAC, Conditional Access, MFA, Identity Protection, PIM, and other Zero Trust aligned safeguards. Support Azure-based platforms including Azure Virtual Desktop, Azure Storage, and policy driven automation using PowerShell to streamline operational tasks. Administer and support Windows Server environments (2016 through 2025), ensuring proper patching, performance, and service reliability. Manage Public Key Infrastructure (PKI) and certificate based authentication, including lifecycle operations, template management, and secure issuance practices. Support and maintain Virtualisation Platforms in conjunction with Active Directory and domain architecture best practices. Contribute to the design and delivery of identity and infrastructure solutions, including installation, configuration, optimisation, and continuous service improvement initiatives. Produce comprehensive technical documentation, including HLDs, LLDs, operational guides, runbooks, and service model documentation for internal and customer use. Work within Agile and ITIL aligned processes to drive continuous improvement, operational consistency, and service excellence. Deliver clear communication and exceptional customer service, supporting both technical and non technical stakeholders in resolving identity and access related issues. Configure and support enterprise integrations, including Azure Enterprise Applications, ADFS integrated services, Single Sign On (SSO), and user/application provisioning for SaaS and PaaS platforms. Essential Skills & Experience 5+ years supporting hybrid AD (On Prem & Azure AD) in enterprise environments. Deep knowledge of Group Policy (inc. AGPM), ADFS, AD Connect, and LDAP. Strong grasp of Azure AD security (RBAC, Conditional Access, MFA, PIM). Proficiency across Windows Server 2016/2019/2022 (benefit: legacy familiarity from 2003+), DNS/DHCP, DFS, clustering, and Windows PKI. Operational excellence with Domain Controllers and FSMO role management. Azure PowerShell scripting for automation and support. Experience with O365/Exchange Online and Endpoint Management in identity related contexts. Strong documentation and communication skills; confident working directly with senior customer stakeholders. Familiarity with ServiceNow (Incidents, Requests, Change, Reporting). Desirable Skills Azure DevOps, IaC (ARM/Bicep), CI/CD pipelines; exposure to containers/Kubernetes. Azure Virtual Desktop (WVD/AVD) (Nerdio beneficial), Azure Monitoring and Log Analytics. Broader systems knowledge: SCCM, WSUS, SCOM, AGPM, Lumensions. Understanding of the Microsoft Tiered Administration Model and enterprise segmentation.

ServiceNow GRC Business Analyst - 6-Month Contract Location: Fully Remote - UK or Ireland or Poland Contract: 6 Months Start: Next 4 Weeks We are seeking an experienced ServiceNow GRC Business Analyst to support the delivery of a Governance, Risk & Compliance transformation programme within a large enterprise environment. Key Responsibilities Gather and document business and functional requirements Run workshops with stakeholders across risk, compliance, audit, and IT teams Translate business requirements into ServiceNow GRC solutions Support process mapping, gap analysis, UAT, and change activities Work closely with Project Managers, developers, architects, and third-party partners Required Experience Proven experience as a Business Analyst on ServiceNow GRC/IRM projects Strong understanding of governance, risk, and compliance processes Experience writing user stories, process flows, and requirements documentation Excellent stakeholder engagement and communication skills Experience working in Agile delivery environments Desirable ServiceNow GRC/IRM knowledge or certifications Experience in regulated sectors such as financial services or healthcare

Our aim at Made Tech is to use human centred technology to improve our society. We believe putting people at the heart of designing, building and delivering public services leads to better outcomes for everyone. About the role As a Senior Service Delivery Manager at Made Tech, you will play a critical role in our mission to make public services better. Our Managed Service team is responsible for operating, maintaining and improving a wide range of services from life saving services that support blue light operations, to platforms that ensure the smooth running of government. Key responsibilities Onboard new services and team members as required, managing and inspiring the team to produce high quality outcomes. Manage your team's capacity and measure success against contractual commitments such as SLAs and KPIs. Manage risks and issues that arise, providing regular reports to both internal and external stakeholders. Identify ways to improve and contribute beyond day to day delivery. This could be by participating in COP or supporting recruitment. Skills, knowledge and expertise Don't worry - we don't expect you to tick all of these when you join, we will work together to define learning and development objectives that help you meet these competencies on your way to promotion. Competencies and behaviours Ability to multi task and confidently prioritise for yourself and others. Expressing confidence when faced with challenging situations. Make fast, sound decisions whilst under pressure. Handle difficult client conversations and clearly articulate remediation plans in a way that is reassuring. Solution focussed and outcome driven. Service operations Implement incident and problem management processes using best practice such as ITIL or Agile Service Management. Coordinate and manage the resolution of major incidents and subsequent root cause analyses. Champion governance, risk and engagement processes and be responsible for others following the processes. Manage change using robust change management processes that prevent scope creep. Ability to manage workflows with popular ticket management tools such as ServiceNow, Jira Service Desk, Zendesk etc. Create, run and report on a service transition plan for onboarding a new service into a Managed Service team. Facilitate the creation of key work products such as runbooks, playbooks, business continuity/disaster recovery plans, security management plans and access management trackers. Team leadership Coordinate knowledge management across a multi disciplinary team. Support and manage competing priorities. Proactively identify and progress service and product improvements balancing user needs and client strategy. Take ownership of team rotas and manage availability for shift based team members. Maintain and proactively communicate IT policies and procedures to ensure effective and efficient use. Demonstrate encouragement of high performers, to support them towards successful promotions. Provide regular feedback for team members and support them in producing development plans where appropriate. Contract management Adherence and management of contractual obligations, including SLA management. Conduct regular service reviews and report on service performance using OKRs, KPIs and CSAT. Collaborating with user centred design and product teams to develop bespoke client focussed measures of value. Manage team budget and capacity, and forecast upcoming workload. Demonstrate risk management activities including identification, assessment, mitigation, assessment and reporting to key stakeholders. Ability to track and calculate service credits on an ongoing basis. Confidently act as the primary point of contact for customer escalations. Develop and maintain strong relationships with senior stakeholders. Work and collaborate with senior stakeholders to initiate long lasting change to deliver improvements. Communicate effectively in both written and verbal communications. Produce high quality reports that consider the context of the clients' objectives. Drives collaboration and breaks down barriers between conflicting views. Demonstrate tact and diplomacy when managing key stakeholders, both client and internal, across all levels. Community development Support junior service delivery managers, who may not be in your core team, to develop and gain new skills. Contribute to both Managed Service & Delivery Communities of practice. Share successes and failures with the wider community to support the evolution of ways of working, techniques, and technologies across Made Tech. Leverage knowledge and experience in service management to showcase Made Tech's capabilities externally. SC eligibility An increasing number of our customers are specifying a minimum of SC (security check) clearance in order to work on their projects. As a result, we're looking for all successful candidates for this role to have eligibility. Eligibility for SC requires 5 years' continuous UK residency and 5 year' employment history (or back to full time education). Please note that if at any point during the interview process it is apparent that you may not be eligible for SC, we won't be able to progress your application and we will contact you to let you know why. Support in applying If you need this job description in another format, or other support in applying, please email . We believe we can use tech to make public services better. We also believe this can happen best when our own team represents the society that actually uses the services we work on. We're collectively continuing to grow a culture that is happy, healthy, safe and inspiring for people of all backgrounds and experiences, so we encourage people from underrepresented groups to apply for roles with us. When you apply, we'll put you in touch with a member of our talent team who can help with any needs or adjustments we may need to make to help with your application. We've put together this blog as a resource to share more about reasonable adjustments and some examples of what this could include. We also welcome any feedback on how we can improve the experience for future candidates. We are always listening to our growing teams and evolving the benefits available to our people. As we scale, as do our benefits and we are scaling quickly. We've recently introduced a flexible benefit platform which includes a Smart Tech scheme, Cycle to work scheme, and an individual benefits allowance which you can invest in a Health care cash plan or Pension plan. We're also big on connection and have an optional social and wellbeing calendar of events for all employees to join should they choose. Benefits Paid counselling - we offer paid counselling as well as financial and legal advice. Like many organisations, we use Slack to foster a sense of community and connection. As well as special interest groups such as music, food and pets, we also have 10+ Slack channels dedicated to specific communities, allies, and identities as well as dedicated learning spaces called communities of practice (COPs). If you'd like to speak to someone from one of these groups about their experience as an employee, please do let a member of the Made Tech talent team know. Our hiring process is designed to be thorough, transparent, and supportive, guiding candidates through each step. The exact process may vary slightly depending on the role but these are the typical steps candidates can expect. We'll keep you updated throughout the process and provide helpful feedback at each stage. No matter the outcome, we make sure the feedback is useful and supportive, so you feel informed and can learn from the experience. Register your interest to be notified of any roles that come along that meet your criteria.

Job DescriptionAt Aberdeen, our ambition is to be the UK's leading Wealth & Investments group.Strengthening talent and culture is one of our strategic priorities. We strive to make Aberdeen a great place to work so that we can attract and retain the industry's best talent.Our people put our stakeholders at the heart of everything they do by helping us to make a positive difference to the lives of our clients, customers, colleagues, shareholders, and society.We are focused on growing our direct and advised wealth platforms and repositioning our specialist asset management business to meet client demand. We are committed to providing excellent client service, supported by leading technology and talent.Aberdeen comprises three businesses, interactive investor (ii), Investments, and Adviser, each of which focuses on meeting and adapting to our clients' evolving needs:Interactive investor, the UK's second largest direct-to-consumer investment platform, enables individuals in the UK to plan, save, and invest in the way that works for them.Our Adviser business provides financial planning solutions and technology for UK financial advisers, enabling them to create value for their customers.Our Investments business is a specialist asset manager that focuses on areas where we have both strength and scale to capitalise on the key themes shaping the market, through either public markets or alternative asset classesAs part of the Business Resilience Team, the Resilience Lead is responsible for the implementation, management and ongoing development of Aberdeen's Resilience Framework, across functions including Operational Resilience, Business Continuity, Crisis Management and Physical Security. The Lead is responsible for overseeing the review, maintenance and continual improvement of Important Business Services, Critical and Important Functions, BIAs, plans and playbooks, forging effective working relationships with business owners to ensure delivery of resilience outcomes and that activities are conducted in line with Aberdeen's Resilience Policy and Framework. Working with Resilience Response and Testing colleagues, the Resilience Lead is responsible for coordinating tests and exercises and ensuring that Post Incident Review outcomes are tracked to completion. They are also responsible for the management of operational vulnerabilities with the relevant business owners, ensuring remediation plans are designed and delivered to plan.Key ResponsibilitiesBuild and maintain strong working relationships with business owners, acting as a trusted advisor on resilience matters and ensuring critical activity is delivered in accordance with the Resilience FrameworkSupport the review and continual improvement of Important Business Services, including maintaining and deepening mapping of processes, dependencies and workarounds.Support the delivery of regular testing of all components of the Resilience programme and conduct analysis on the results, ensuring that lessons learned are understood by the business owners and tracked to completion.As part of Aberdeen's On Call Incident Manager rota, support the response to local and major incidents and support the Operational Resilience Business Partners, Resilience Response & Testing Manager and Head of Resilience in the management of major and crisis level incidents.Develop and review Plans and Playbooks used by the business to support their response to disruptive eventsDeliver training, workshops and exercises to business stakeholders, covering all Resilience functions.Work with the business to remediate operational vulnerabilities raised via incidents, tests/exercises or audits, ensuring that appropriate remediation plans are developed and progressed to completion.Undertake analysis to identify opportunities to mitigate, manage or remove risks which threaten our ability to continue to operate during an incident or interruption.Develop, implement and manage our agreed controls to govern existing effectiveness and alignment with ISO22301, client and Regulator obligations. Make all recovery information available annually for external audit requirements to provide control reports for board and client reporting and due diligence.Contribute to both internal and external audits, including review of collated material to ensure all compliance requirements are sufficiently covered.Provide regular updates to Operational Resilience Business Partners, as and when required, for reporting requirements such as Board papers, Internal Capital Adequacy Assessment Process and Security and Resilience programme planning.Prepare and deliver dashboards, MI packs, and status updates for senior stakeholders.Promote global awareness of the Resilience policy, framework, standards, plans, processes and roles and responsibilities.Engage with internal and external parties in their response to resilience requirements.About the CandidateThe ideal candidate will possess the following:Demonstrable strong understanding of current thinking across Operational Resilience, Business Continuity, Crisis Management and/or Physical Security.Familiarity with relevant Resilience regulations and standards, including PS21/3Operational Resilience, DORA and ISO22301.Strong organisational and analytical skills - with the attention to detail and ability to interpret operational data, process flows, and risk trends.Strong communication skills, capable of working collaboratively across multiple business teams and engaging with technical and non technical stakeholders.Proactive, inquisitive mindset and willingness to deep dive into complex processes.Ability to think calmly and logically to deliver high quality work when under pressure.RequiredRecognised resilience and/or cyber certification qualification e.g. Member of the Business Continuity Institute (MBCI) or accredited ISO22301 Auditor, CISM, CISSPExperience in coordinating or supporting the response to disruptive incidentsExperience in developing and delivering presentations/workshops/training to senior level executivesProven ability to forge strong working relationships with individuals from business and supporting functions within a multinational or complex organisationDesirableUnderstanding of financial services, asset management operations and/or platform services, particularly within a Resilience contextKnowledge and experience of ServiceNow in relation to Operational Resilience and Business Continuity ManagementWe are proud to be a Disability Confident Committed employer. If you have a disability and would like to apply to one of our UK roles under the Disability Confident Scheme, please notify us by completing the relevant section in our candidate questionnaire. One of our team will reach out to support you through your application process.Our benefitsThere's more to working life than coming home with a good salary. We have an environment where you can learn, get involved and be supported.When you join us, your reward will be one of the best around. This includes 40 days' annual leave, a 16% employer pension contribution, a discretionary performance-based bonus (where applicable), private healthcare and a range of flexible benefits - including gym discounts, season ticket loans and access to an employee discount portal. You can read more about our benefits here.Our businessEnabling our clients to be better investors drives everything we do. Our business is structured around three distinct areas - our vectors of growth - focused on our clients' changing needs. You can find out more about what we do here.An inclusive way of workingWhatever way you like to work, if you have the talent and commitment to join our team, we'd like to hear from you.At Aberdeen we've adopted a 'blended working' approach. This approach combines the benefits of face-to-face collaboration, coaching and connecting in our offices with the flexibility of working from home. It enables colleagues to find a balance that works for their roles, their teams, our clients and our business.An inclusive culture, where diverse perspectives drive our actions, is at the core of who we are and what we do. If you need assistance with your application, or a reasonable adjustment to your interview arrangements - for example, because you are neurodivergent, or have a physical, sensory, cognitive, mental, visible or invisible disability - please let us know and we'll be happy to help.We're committed to providing an inclusive workplace where all forms of difference are valued and which is free from any form of unfair or unlawful treatment. We define diversity in its broadest sense - this includes but is not limited to our diversity of educational and professional backgrounds, experience, cognitive and neurodiversity, age, gender, gender identity, sexual orientation, disability, religion or belief and ethnicity and geographical provenance. We support a culture that values meritocracy, fairness and transparency and welcomes enquiries from everyone.If you need assistance or an adjustment due to a disability please let us know as part of your application and we will assist.