Job Specifications
Location/s: Newcastle, UK
Recruiter contact: Nikki George
Mott MacDonald is a global engineering, management, and development consultancy with over 20,000 employees across more than 50 countries and 140+ offices.
We work across incredible global industries, delivering exciting work that is defining our future and making an important societal impact in the communities we serve. Our people power our performance – we succeed when they do. With countless opportunities to collaborate, learn, and grow, the possibilities for excellence are as varied as every individual.
Whether you want to grow as a subject matter expert or broaden your experience with roles across our international community, you’re surrounded by global specialists who want to combine their expertise and champion you to be your best. As a proudly employee-owned business, we benefit our clients, our communities, and each other, investing in creating the right space for everyone to feel empowered, included, and valued. Whatever your ambition, Mott MacDonald is where people come to be brilliant.
Overview Of The Role
As the IT Manager – Operations reporting to the Head of IT – Service Delivery and Operations, you will play a pivotal leadership role within the IT management team, overseeing our two global operations centres in Newcastle (UK) and Bengaluru (India). You will ensure continuity and excellence in service delivery through proactive management of IT incidents, service requests, and operational processes, supporting a dynamic organisation of over 20,000 employees and £3 billion in annual turnover.
Success in this role requires deep collaboration across infrastructure, service delivery, applications, and security to champion service excellence and drive continuous improvement. You will work closely with cross-functional teams to align operational activities with strategic goals and ensure a seamless experience for our internal customers.
This role is a key contributor to our broader business objectives—enhancing operational resilience, enabling digital transformation, and optimising service performance. You will be instrumental in shaping a high-performing, customer-focused IT function that supports innovation and growth across the organisation.
We are committed to building a culture of inclusion, wellbeing, and professional development. As a visible leader, you will foster an environment where people feel empowered, supported, and inspired to deliver their best.
Key Responsibilities And Duties Include
Lead and manage the UK operations centre and coordinate with global support teams
Develop and inspire high-performing IT support teams across Newcastle and Bengaluru, ensuring accountability, collaboration, and high service standards
Own the escalation and resolution of major incidents, ensuring timely communication and minimal business impact
Provide hands-on support for project implementations and service transitions across infrastructure and applications
Deliver strategic and operational oversight of IT services, ensuring systems are secure, reliable, and aligned with business needs
Promote customer-centric service delivery by ensuring user satisfaction, responsiveness, and clear communication across all support levels
Drive continuous improvement by analysing operational metrics, capturing lessons learned, and implementing enhancements to processes and technologies
Embed governance, compliance, and risk management practices across all IT operations
Maintain broad technical awareness to support effective decision-making across infrastructure, applications, data, and security
Manage budgets, resources, and vendor relationships to optimise service delivery and operational efficiency
Communicate effectively with technical and non-technical audiences, translating strategy into actionable plans
Ensure all support activities align with group policies, compliance standards, and risk controls
Report performance metrics, risks, and service insights to stakeholders in clear, actionable terms
Coach and mentor team members to build capability, foster growth, and support career progression
Champion a collaborative and inclusive team culture focused on wellbeing, engagement, and continuous development
Key Performance Indicators
Mean time to resolve incidents
Incident volumes
Net Promoter Score and customer feedback
SLA performance
Connected conversation completion rate
Employee satisfaction
Delivery against strategic operations objectives
Automation adoption rate
Candidate specification
Essential
Proven experience in leading large-scale IT operations, with full accountability for service performance across incident, request, and major incident management in global support environments
Strong operational leadership with the ability to drive team alignment, performance, and service excellence across diverse and distributed teams
Strategic thinker with a track record of contributing to long-term operational planning, transformation initiatives
About the Company
Mott MacDonald is an employee-owned engineering, development and management consultancy, with more than 20,000 people in over 50 countries. We plan, design, deliver and maintain the transport, energy, water, buildings and wider infrastructure that is integral to people’s daily lives. Our core strength is using our expertise to overcome complex challenges, for the benefit of our clients and the communities they serve.
This infrastructure connects new and existing communities, it improves access to a wider range of amenities ...
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