Cash Access UK
Technology & Operations Manager
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Technology Operations Manager
The Technology Operations Manager is responsible for the day-to-day operational oversight of Cash Access UK’s technology environment, ensuring stable, secure and well-controlled service delivery across Microsoft 365, Azure, identity, endpoint, supplier-supported services and operational technology processes. The role acts as the internal service owner for technology operations, working through the MSP where privileged administration is delegated, and using read-only visibility, reporting, service reviews and evidence to instruct, challenge and hold suppliers accountable.
The Technology Operations Manager also acts as a business partner within the IT function, working closely with Risk, Compliance, Projects, Change, Data and wider business teams to translate requirements into practical technology outcomes. The role helps unblock delivery issues, clarify requirements, coordinate MSP and supplier action, resolve operational log jams and ensure technology decisions are aligned with service quality, cyber security, data governance, operational resilience and business priorities.
The role also supports the Head of Data and Technology with oversight of business continuity and disaster recovery arrangements, working with the MSP to ensure recovery plans, dependencies, escalation routes, evidence, testing and remediation actions are understood, maintained and followed through. By taking ownership of day-to-day operational technology oversight, supplier coordination, service issues and business-facing technology activity, the role reduces key-person dependency on the Head of Data and Technology and provides credible operational cover where required.
This is not a first-line service desk role or a hands-on Azure administrator role. It is a senior operational technology role focused on service ownership, supplier challenge, control follow-up, cross-functional delivery support and operational resilience.
Accountabilities
- Own the internal operational oversight of Microsoft 365, Azure, Entra ID, Intune, Conditional Access and endpoint services, working through the MSP for privileged administration and technical execution.
- Manage and challenge the MSP and other key technology suppliers, working with Procurement where required, including service reviews, SLA performance, incident escalation, root-cause analysis, backlog management, remediation tracking and evidence review.
- Oversee endpoint and device compliance, ensuring exceptions are identified, understood, tracked and remediated by the MSP and other suppliers.
- Oversee the operational joiner, mover and leaver process across users, devices, access requests, licenses and offboarding, working with the MSP, Procurement and relevant internal teams to ensure activity is completed on time, properly evidenced and audit-ready.
- Act as a business partner to Risk, Compliance, Projects, Change, Data and operational teams, helping translate business requirements into practical technology actions and removing delivery blockers.
- Support cyber security from an operational oversight perspective, including access lifecycle controls, endpoint compliance, patching evidence, cyber-related supplier actions and incident coordination.
- Working with the Head of Technology and Cyber Security Manager, Support the development of a longer-term cyber assurance roadmap, including ISO 27001 and SOC 2 Type 2 readiness, working with the Head of Data and Technology, MSP, outsourced DPO and relevant suppliers to identify control gaps, strengthen evidence and improve capabilities such as SIEM, XDR, logging, monitoring and incident response.
- Support data governance by ensuring technology platforms, access controls, service changes and supplier processes align with agreed data ownership, quality, retention and control expectations.
- Support the Head of Data and Technology with business continuity and disaster recovery oversight, working with the MSP on plans, dependencies, testing, evidence and remediation actions.
- Maintain clear reporting across service health, supplier performance, incidents, device compliance, joiner-mover-leaver activity, control gaps and operational risks.
- Reduce key-person dependency on the Head of Data and Technology by taking ownership of day-to-day technology operations, supplier coordination and business-facing technology support.
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Role specific skills
- Technology operations oversight: Strong understanding of Microsoft 365, Azure, identity, endpoint and service operations, with the ability to oversee and challenge delivery without requiring Global Admin access.
- MSP and supplier management: Experience managing third-party technology providers, challenging performance, tracking remediation and ensuring suppliers provide clear evidence of completion.
- Service management: Strong incident, problem, change and escalation management capability, with a focus on improving service quality and reducing recurring issues.
- Cyber security awareness: Practical understanding of endpoint compliance, access controls, patching, joiner-mover-leaver risks, supplier-led remediation and cyber hygiene.
- Data governance awareness: Ability to support data governance through access control, supplier process oversight, service change discipline and evidence-based control.
- Operational resilience: Understanding of business continuity, disaster recovery, supplier dependencies, recovery testing and operational risk management.
- Business partnering: Ability to work with Risk, Compliance, Projects, Change, Data and business teams to clarify requirements, unblock issues and deliver pragmatic technology outcomes.
- Evidence and reporting: Ability to maintain service reporting, compliance evidence, supplier actions, operational risks and management information.
- Stakeholder communication: Ability to explain technology issues clearly in terms of business impact, risk, service quality and practical next steps.
- Continuous improvement: Ability to identify recurring operational issues, improve processes and support a more scalable and controlled technology environment.
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Leadership at Cash Access UK
- Build effective relationships across teams and suppliers, creating a constructive environment where issues are raised and resolved quickly.
- Lead by influence, bringing clarity, pace and practical problem-solving to cross-functional technology activity.
- Support colleagues with clear communication, regular feedback and pragmatic guidance on technology-related issues.
- Create confidence by following through on actions, escalating when needed and maintaining transparent evidence of progress.
- Establish psychological safety so colleagues feel confident to raise risks, blockers and service challenges early.
- Champion technology as an enabler across the organisation, helping teams use systems, suppliers and data effectively to solve problems, improve processes and deliver business outcomes rather than seeing technology as a blocker.
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