TXO
Group IT Services Manager
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Job Title: Group IT Services Manager
Duration: Permanent / Full Time
Location: Chepstow or Solihull / Hybrid, travel to Group sites as required
Responsible to: Group Head of IT
Responsible for: Leading the delivery of secure, reliable and consistent Group IT services
Scope: UK, North America (AirWay) and Germany (GmbH)
About Us
At TXO, we are transforming technology for a more sustainable future. Our people enable organisations worldwide to optimise and transform technology across its entire lifecycle, helping customers unlock value while reducing environmental impact through circular economy solutions.
Working at TXO means contributing to real-world change. Our global teams support critical infrastructure for customers in more than 140 countries, extending the life of technology, reducing waste and helping organisations operate more sustainably. From engineering and operations to sales, finance, supply chain and corporate functions, every role plays a part in delivering meaningful impact.
We combine global reach with local expertise, creating opportunities to work on complex challenges across technology, commercial, operational and business disciplines. Our culture is built on collaboration, innovation and technical excellence, empowering our people to deliver practical solutions that make a measurable difference.
As we continue to grow globally, backed by TowerBrook Capital Partners’ impact strategy, we are committed to building an inclusive environment where our people can develop, thrive and help shape the future of sustainable technology.
Job Function
We are looking for an experienced Group IT Services Manager to lead the delivery and continuous improvement of IT services and infrastructure across TXO.
Reporting to the Group Head of IT, you will be accountable for the practical leadership and operational performance of Group IT Services. You will translate Group IT priorities into reliable day-to-day services, consistent operating practices and measurable improvements for colleagues across our international locations.
Leading a geographically dispersed team across the UK, North America and Germany, you will operate within a matrix environment and work closely with senior colleagues across Business Systems & Applications, Cyber Security and specialist application teams.
This is a hands-on leadership role for someone who can operate comfortably at both the strategic and operational level - setting direction, improving service performance, leading people and suppliers, while remaining close enough to the detail to understand and resolve complex service issues.
Specific Responsibilities
The following outlines the primary areas of responsibility. Additional responsibilities or functions may be required as necessary to support the business.
IT Service Delivery
- Lead the delivery and support of Group IT services, providing a consistent, responsive and professional service across all locations.
- Own service performance, prioritisation, incident escalation, request fulfilment, problem management and operational communications.
- Establish and maintain pragmatic IT service management practices, meaningful service measures and SLAs.
- Monitor service performance and drive corrective action and continual improvement.
- Ensure changes are appropriately controlled, tested, documented and communicated before being accepted into operational support.
- Establish clear ownership and accountability for services, incidents, problems and operational activities.
- Ensure users and business stakeholders receive clear and timely communication during significant incidents, changes and service disruption.
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Infrastructure & IT Operations
- Lead the reliable operation of TXO's core IT infrastructure and services, including:
- Networks and connectivity
- Cloud environments
- Identity and access management
- End-user computing
- Microsoft 365 and collaboration platforms
- Core IT facilities and associated technology services
- Ensure infrastructure and services are secure, resilient, supportable and scalable.
- Implement effective monitoring, maintenance, lifecycle management and technical documentation.
- Coordinate operational activity across regions, balancing local requirements with Group standards and shared platforms.
- Lead or coordinate infrastructure improvements, migrations and service transitions while maintaining business continuity.
- Identify technical debt, single points of failure and lifecycle risks, developing practical plans to address them.
Team Leadership
- Lead, coach and develop the geographically distributed IT Services team across the UK, North America and Germany.
- Set clear priorities, responsibilities, objectives and service expectations.
- Create a culture of accountability, ownership, collaboration and continuous improvement.
- Establish effective cross-time-zone working through structured handovers, shared documentation, regular team meetings and transparent work queues.
- Build team capability through coaching, knowledge sharing, cross-training and targeted development.
- Support succession planning and the development of technical and operational capability within the team.
- Manage team capacity and competing priorities, identifying where additional internal or external capability is required.
- Act as a visible and credible leader during major incidents, operational challenges and periods of significant change.
Matrix & Stakeholder Management
- Deliver outcomes through collaboration and influence, including where individuals and teams are outside your direct reporting line.
- Partner closely with senior colleagues across Business Systems & Applications, Cyber Security and specialist application teams in the US and Germany.
- Coordinate shared priorities, dependencies, changes and incidents to ensure the business experiences one joined-up Group IT service.
- Build trusted relationships with business leaders and local stakeholders across TXO's international operations.
- Translate business requirements and operational challenges into clear IT priorities and delivery plans.
- Communicate service performance, risks, decisions and progress effectively to both technical and non-technical audiences.
- Constructively challenge where appropriate and ensure IT decisions remain aligned with business priorities.
Suppliers & Commercial Management
- Manage technology suppliers and service providers, ensuring accountability for service quality, cost and contractual commitments.
- Lead or contribute to supplier selection, contract management, service reviews, renewals and remediation plans.
- Establish clear ownership between internal teams and external suppliers, including effective escalation routes.
- Monitor operational expenditure and contribute to IT budgeting and forecasting.
- Assess supplier performance and value for money, taking action where service or commercial performance falls below expectations.
- Identify opportunities to consolidate, simplify or improve the commercial efficiency of IT services.
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Improvement, Governance & Risk
- Maintain a prioritised service improvement roadmap based on service performance, stakeholder feedback, operational risk and business priorities.
- Simplify, standardise and automate services and support processes where there is a clear business benefit.
- Contribute operational expertise to Group IT strategy and translate agreed strategic direction into practical delivery plans.
- Work closely with Security colleagues to embed security requirements across operational services and respond effectively to vulnerabilities and incidents.
- Maintain appropriate controls, records, asset information, service documentation and audit evidence.
- Identify and manage operational risks, technical debt, resilience issues and single points of failure.
- Ensure appropriate business continuity and disaster recovery arrangements are maintained and tested.
- Support IT governance and ensure services operate in accordance with TXO policies, standards and regulatory requirements.
- Follow all company policies and undertake other reasonable responsibilities within the capability of the role.
About You
- Substantial experience leading IT service and infrastructure delivery within a multi-site or international organisation.
- Proven experience managing geographically dispersed teams across multiple countries and/or time zones.
- A strong track record of improving service performance, operational discipline, customer experience and team accountability.
- Experience operating effectively within a matrix organisation and delivering through collaboration and influence.
- Strong practical knowledge of IT Service Management, including:
- Incident management
- Problem management
- Change management
- Request fulfilment
- Service levels and SLAs
- Continual service improvement
- Broad operational knowledge of infrastructure, cloud, networking, identity, end-user computing and Microsoft 365.
- Experience managing technology suppliers, contracts and commercial performance.
- Experience delivering operational change, infrastructure projects, migrations or service transitions.
- Experience working collaboratively with Cyber Security, Business Systems, Applications and other technology teams to deliver integrated services.
- Experience operating in environments where service availability, security and business continuity are critical.
Desirable Experience
- ITIL certification or equivalent practical ITSM experience.
- Project delivery or technology management certification.
- Experience with Azure or another major cloud platform.
- Experience with modern ITSM/service management tooling.
- Experience within telecommunications, technology, manufacturing, logistics or another operationally complex international environment.
- Experience supporting business integration, acquisitions, rapid growth or significant technology transformation.
- Experience implementing service management frameworks, IT automation or operational standardisation.
Benefits
- 25 days holiday (plus bank holidays)
- Employee assistance programme
- Company events
- Company pension
- Cycle to work scheme
- Life insurance
- On-site free parking
- Hybrid working
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