Technical Operations Manager (End User)

As part of the Digital, Data, and Technology (DDaT) directorate at Network Rail, you will play a crucial role in enabling modern and transformative technology across the organization. We are at the forefront of innovation, driving both day-to-day IT operations and large-scale delivery programmes that are reshaping the railway industry. We foster a culture of empowerment, recognizing technology as a catalyst for progress in a constantly evolving sector.

About the Role

The Technical Operations Manager is responsible for leading the day-to-day operation of Network Rail's End User Computing services, ensuring colleagues have secure, reliable, and effective workplace technology. This varied role combines operational leadership, supplier management, service improvement, and the delivery of key technology initiatives across a large and complex device estate.

Main Responsibilities

• Managing the day-to-day activities of a team of technical specialists responsible for application packaging, certificate services, and 3rd line Microsoft 365 support.
• Ensuring the effective delivery of Business As Usual (BAU) services, incident resolution, workload prioritisation, and the ongoing development of technical capability within the team.
• Managing cyclical device hardware refresh programmes across the organisation, ensuring end-user devices are replaced in line with lifecycle standards to maintain security, performance, and a consistent user experience.
• Managing & overseeing the Windows Evergreen operating system upgrade programme (e.g., Windows 11 24H2 to 25H2), ensuring application compatibility, performance testing, and deployment activities are completed successfully.
• Leading the evolution of endpoint provisioning services through the development of new SCCM device builds and the adoption of Microsoft Autopilot, driving the transition to modern device management practices.
• Working with the business and/or Project Teams to clearly understand service requirements and successfully transition systems into support, applying automation-first principles.
• Managing the end-to-end patch management service across the Network Rail hardware estate to ensure operating system, application, and firmware updates are deployed in a controlled, compliant, and timely manner.
• Working closely with Network Rail's Desktop Support partner to manage the delivery and lifecycle of the laptop and desktop estate, holding suppliers accountable for agreed timescales and service commitments.
• Driving accountability for service delivery, vulnerability remediation, and agreed actions, while assessing and addressing evolving cyber security threats.
• Driving the modernisation of End User Computing services through the adoption of cloud-native and next-generation technologies, working with business, project, and technical teams to replace legacy platforms and processes.
• Working with the End User Tech Lead to provision, manage, and maintain PKI and internal certificate services across the organisation, ensuring effective lifecycle management, governance, and renewal processes.

Your Experience and Skills

• Excellent people and resource management skills.
• Excellent at setting and managing budgets and cost centres.
• Experience in managing applications and related support teams >10 people.
• Excellent experience in influence at a strategic level, including the ability to formulate business strategies.
• Ability to evaluate information and identify the root causes of problems in complex situations.
• Strong communication and interpersonal skills at all levels of management.
• Business knowledge of Network Rail and the Rail Industry.
• Ability to identify and clarify business needs and match them to services and solutions.
• Customer and supplier-facing experience.
• Good negotiation and influencing skills.

Desirable: Experience in Desktop Support, educated to degree level, and knowledge of the railway industry.