Village IT Operations Manager

Role Purpose

The Village IT Operations Manager ensures a reliable, secure and cost-effective technology environment that enables operational continuity and a high-quality guest and brand partner experience. The role owns local IT service performance, infrastructure resilience and the successful delivery of technology change in alignment with Central IT and The Bicester Collection standards.

Key Accountabilities

IT Service Performance

Own the consistent delivery of responsive, guest-conscious IT services across the Village, ensuring incidents, requests and access changes meet agreed standards.

•  Setting clear service priorities and acting as the local escalation point for material issues

•  Ensuring joiner, mover and leaver activity is controlled, timely and accurate

•  Maintaining technology readiness for key stakeholders, events and peak trading periods

Infrastructure Resilience & Security

Ensure Village technology infrastructure is resilient, secure and capable of supporting business and guest-facing operations.

•  Overseeing networks, Wi-Fi, server rooms, telephony, audiovisual systems and smart building technologies

•  Monitoring service health, vulnerabilities and operational risk, with timely escalation to Central IT

•  Coordinating patching, security updates and controlled changes with minimal business disruption

Technology Change & Project Delivery

Own the local delivery of technology projects and upgrades, ensuring requirements, dependencies and operational impacts are managed effectively.

•  Defining local requirements, timelines, readiness criteria and infrastructure dependencies

•  Leading testing, training, go-live and early-life support across affected teams

•  Capturing post-implementation insight and embedding practical service improvements

Assets, Suppliers & Commercial Control

Ensure technology assets and supplier relationships deliver reliable service, compliance and value throughout their lifecycle.

•  Maintaining accurate asset governance across procurement, deployment, refresh and secure disposal

•  Managing supplier performance against agreed service levels and technical standards

•  Coordinating local expenditure and resource decisions with attention to cost control and operational value

Leadership & Collaboration Expectations

•  Creating clear accountability for service standards, risk management and delivery outcomes

•  Developing capability through coaching, knowledge sharing and constructive feedback

•  Collaborating across Village functions and Central IT to resolve dependencies and deliver shared priorities

•  Communicating service impacts, risks and decisions with clarity and appropriate pace

•  Building trusted supplier relationships while holding partners to agreed standards

Success Measures

•  Achievement of agreed service levels, incident outcomes and stakeholder service standards

•  Reliability, security and operational resilience of Village technology infrastructure

•  Quality and timeliness of local project delivery, adoption and early-life support

•  Accuracy and compliance of asset lifecycle, access and security controls

•  Supplier performance, service value and effective control of local technology costs

•  Development of team capability and contribution to cross-functional Village priorities

Skills & Competencies

SKILLS

•  IT operations management: Demonstrated experience leading IT service or infrastructure operations in a distributed or multi-site environment

•  Infrastructure & workplace technology: Strong practical understanding of Windows, macOS, Microsoft 365, Active Directory, LAN/WAN, Wi-Fi, VPN, VLAN, telephony and audiovisual systems

•  Smart building & security technology: Experience overseeing CCTV, access control and connected building technologies

•  Service & change management: Ability to govern incidents, changes, risk and service quality using disciplined operational practices

•  Project management: Ability to plan and deliver local technology implementations across multiple stakeholders and dependencies

•  Supplier & commercial management: Experience managing service providers, asset lifecycles, service levels and cost-conscious decisions

•  Stakeholder influence: Ability to translate technical risk and service impact into clear decisions for local and central stakeholders

•  Technology & digital fluency: Comfort working with digital tools, reporting platforms and emerging technologies including AI-enabled solutions; expected to adopt new systems with confidence and contribute to a culture of digital curiosity

COMPETENCIES

•  Decisions for Results: From information to action, moving with clarity, pace and ownership

•  Co-creation: Work beyond boundaries and build genuine joint ownership

•  Shared Accountability: Own collective outcomes, not just the parts you delivered

•  Strategic Influence: Navigate complexity, build coalitions, move organisations through persuasion

Learning & Growth

This role requires a commitment to continuous professional development. Every employee receives an annual Learning & Development goal and is expected to actively build new skills, share knowledge and adapt to evolving ways of working.