Senior Operations Support Lead Analyst providing comprehensive operations support services for Citi's Servicing Division. Ensures risk management integration and process compliance across various business groups.
About the role
- IT Operations Manager overseeing operational IT for 1,000 employees at Multiverse. Focusing on service delivery, automation, and team leadership in a hybrid work environment.
Responsibilities
- You'll manage the operational running of IT across Multiverse. That means ensuring our 1,000 employees get excellent support, that people join and leave the business with seamless, secure experiences, and that incidents are handled swiftly and professionally.
- You'll manage our MSP relationship day-to-day - setting expectations, monitoring performance, and holding them accountable to our standards.
- You'll also lead our small internal team, balancing workload between in-house and outsourced resources.
- A big part of the role is making things better. You'll spot manual processes that should be automated, build workflows that save time, and continuously improve how we operate. You're not just keeping the lights on - you're making the operation more efficient and scalable.
Requirements
- 4+ years in IT operations, with at least 2 years in a senior or lead capacity
- Proven experience in owning service delivery in a scaling organisation
- Strong automation mindset - you've built workflows that saved real time
- Experience managing MSPs or outsourced IT providers
- Solid technical foundation: identity management, endpoint management, SaaS administration
- Excellent communication - calm under pressure, clear with end-users and vendors alike
- Process-minded with a bias for documentation and continuous improvement
- Experience in tech, edtech, or high-growth environments (Highly Desirable)
- Hands-on with automation/AI tools: Zapier, N8N, scripting, or similar (Highly Desirable)
- Familiarity with modern IT tooling: JumpCloud, Google Workspace, FreshService, or similar (Highly Desirable)
- ITIL Foundation or equivalent service management knowledge (Highly Desirable)
- Experience with incident management frameworks and tooling (Highly Desirable)
Benefits
- 27 days holiday, plus 5 additional days off: 1 life event day, 2 volunteer days, 2 company-wide wellbeing days (M-Powered Weekend) and 8 bank holidays per year
- private medical Insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Wellhub and access to Spill - all in one mental health support
- we collaborate in the office 3 days per week
- you'll have the opportunity to work from anywhere, up to 10 days per year
- weekly socials, company-wide events and office snacks!
Job title
Job type
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Not specified
Degree requirement
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