Program manager

🌟 Job Opportunity: Program Manager


📍 Location: Edinburgh, UK

🕘 Work Mode: Hybrid (3 days per week onsite)

📄 Fixed Term Contract: 9–12 Months


About the Role


We are seeking an accomplished Program Manager with deep expertise in IT Operations to lead and optimise our technology environment. This role demands a strategic thinker and dynamic leader with strong grounding in IT Service Management (ITSM), ITIL frameworks, and modern cloud operations.


You will drive operational excellence, enhance service delivery, and champion continuous improvement across highly complex IT ecosystems.


🔧 Key Responsibilities

Operational Leadership


Lead, mentor, and inspire a high-performing IT operations team.

Oversee daily operations across infrastructure, applications, and services ensuring uptime, performance, and security.

Develop operational strategies aligned with organisational goals—focusing on efficiency, scalability, and cost optimisation.


IT Service Management (ITSM) & ITIL


Drive organisation-wide adoption of ITIL best practices, covering incident, problem, change, release, and request management.

Define and manage SLAs and OLAs ensuring consistent and reliable service delivery.

Lead continuous improvement initiatives through performance metrics, customer feedback, and industry standards.


Cloud Operations


Manage and optimise multi-cloud or hybrid cloud operations (AWS, Azure, GCP).

Oversee cloud provisioning, monitoring, automation, cost control, and security.

Deliver cloud optimisation strategies and maintain robust disaster recovery frameworks.


Service Management


Ensure seamless IT service delivery with an emphasis on user satisfaction and operational continuity.

Build strong relationships with business stakeholders, vendors, and customers.

Implement monitoring and reporting mechanisms to evaluate and improve service performance.


Process Improvement & Automation


Identify and implement automation opportunities to improve productivity and reduce manual overhead.

Deploy operational tools that streamline workflows and enhance data visibility.

Promote lean methodologies to refine processes and increase operational agility.


Risk Management & Compliance


Proactively identify, assess, and mitigate operational risks.

Ensure full compliance with industry standards, governance, and regulatory requirements.

Maintain effective disaster recovery and business continuity strategies.


🎓 Qualifications


Bachelor’s degree in Computer Science, Information Technology, or related field (Master’s preferred).


💼 Experience


10+ years of progressive IT operations experience.

Minimum 5 years in a senior leadership or management role.

Strong background managing large-scale, complex IT landscapes (on-premise, hybrid, and cloud).


🛠 Technical Skills


Deep understanding of ITIL and ITSM frameworks (ITIL v3/v4 certification preferred).

Strong experience with cloud operations (AWS, Azure, or GCP certifications beneficial).

Proficiency with service management platforms like ServiceNow or Jira Service Management.

Solid knowledge of networking, cybersecurity, and data centre operations.

Experience with automation tools (Python, PowerShell, Ansible) is a plus.


🤝 Soft Skills


Exceptional leadership and communication abilities.

Strong stakeholder management across multiple business levels.

Ability to excel in fast-paced, high-pressure environments.

Analytical thinker with strong problem-solving skills.

Commitment to ongoing professional growth.