Technical Operations Manager (End User)

Join Network Rail - Where People and Connections Matter

At Network Rail, we're dedicated to keeping passengers and freight moving safely and efficiently across the country. When you join us, you're not just part of a team - you're part of something that matters to millions. We believe that our people are at the heart of what we do, and every role plays a vital part in building a better, more connected railway.

We are committed to creating a diverse, inclusive workplace that reflects the communities we serve.

We value flexibility and understand the importance of a healthy work-life balance. As a Disability Confident Leader, we'll do everything we can to accommodate any needs throughout the recruitment process. You can visit Evenbreaks Career Hive for advice on accessibility support.

If you're ready to make a real difference, we'd love to hear from you!

Some of our great benefits:

We offer generous maternity, paternity, and adoption leave to support our employees during significant life moments

Flexible/hybrid working arrangements considered

Generous annual leave up to 28 days plus statutory days (role dependant), with the option to buy/sell days

Discounts at selected stations with your Network Rail pass

Defined benefit pension scheme

75% off leisure train tickets for you and your dependents (subject to T&Cs)

Interest-free travel loan for train and car park season tickets

Volunteer leave to make a positive impact

About the role

Duration: 18th Months FTC, 35 hours per week, Hybrid working of 3 days in the office. We welcome applications from those seeking flexible or part time hours.

Location: Manchester Square One or QMK Milton Keynes

Band & Salary: Band 3C, £55,596 - £67,813

Interview: held over Microsoft Teams.

The railway has seen nearly 200 years of technology and innovation that has transformed how we provide services to passengers and freight customers. Technology is continuing to transform the railway industry. Imagine an exciting environment where Digital, Data, and Technology (DDaT) are not just buzzwords but the driving force behind every operation, every decision, and every solution.

As part of the DDaT directorate, you have a unique opportunity to enable our customers and industry partner with modern and transformative technology. From the day-to-day IT operations that keeps a national railway running, to the extensive delivery programmes that our helping to reshape the railway - we are at the forefront of all of it. We operate with a talented and passionate workforce, fostering empowered individuals and teams who understand that technology is not just a tool - it's the catalyst for progress, especially in an ever-demanding industry where change is a constant.

What will you be doing?

The Technical Operations Manager is responsible for leading the day-to-day operation of Network Rail's End User Computing services, ensuring colleagues have secure, reliable and effective workplace technology. This is a varied role that combines operational leadership, supplier management, service improvement and the delivery of key technology initiatives across a large and complex device estate.

Responsibilities include overseeing Windows upgrades, patching, device build standards, software deployment, hardware lifecycle management and service performance. Working closely with technical leads and business stakeholders, the post holder drives operational improvements, manages risk, supports major incidents and ensures services remain secure, resilient and aligned to business priorities.

The successful candidate will provide visible leadership across the EUC function, fostering collaboration across teams and suppliers, removing barriers to delivery and helping create a culture of continuous improvement. They will also act as a senior escalation point for service issues and sponsor key technology initiatives that enhance the digital workplace experience.

Main Responsibilites

• Managing the day-to-day activities of a team of technical specialists responsible for application packaging, certificate services and 3rd line Microsoft 365 support. Ensuring the effective delivery of BAU services, incident resolution, workload prioritisation and the ongoing development of technical capability within the team.
• Managing cyclical device hardware refresh programmes across the organisation. Ensuring that end user devices are replaced in line with lifecycle standards to maintain security, performance and a consistent user experience.
• Managing & overseeing the Windows Evergreen operating system upgrade programme e.g. Windows 11 24H2 to 25H2. Ensuring that application compatibility, performance testing and deployment activities are completed successfully to maintain a secure, supported and high-performing end user estate.
• Leading the evolution of endpoint provisioning services through the development of new SCCM device builds and the adoption of Microsoft Autopilot. Driving the transition to modern device management practices to enhance security, standardisation, automation and lifecycle management across the end user estate.
• Working with the business and/or Project Teams to clearly understand service requirements and successfully transition systems into support. Applying automation-first principles to deliver efficient, scalable and cost-effective operational support models while maintaining service quality and resilience.
• Managing the end-to-end patch management service across the Network Rail hardware estate to ensure operating system, application and firmware updates are deployed in a controlled, compliant and timely manner, maintaining the security, stability and performance of end user devices.
• Working closely with Network Rail's Desktop Support partner to manage the delivery and lifecycle of the laptop and desktop estate. Holding suppliers accountable for agreed timescales, service commitments and delivery milestones, ensuring actions are completed effectively to maintain a secure, reliable and high-performing end user environment.
• Resolve points of escalation for any technical or customer queries.
• Working closely with Network Rail's Desktop Support partner to ensure the secure management of the laptop and desktop estate. Driving accountability for service delivery, vulnerability remediation and agreed actions, whilst assessing and addressing evolving cyber security threats, including AI-enabled attack vectors, to safeguard end user devices and organisational data.
• Driving the modernisation of End User Computing services through the adoption of cloud-native and next-generation technologies. Working with business, project and technical teams to replace legacy platforms and processes with modern solutions, including Windows 365, Azure Virtual Desktop, Universal Print and modern device management capabilities, improving security, scalability, user experience and operational efficiency across the Network Rail estate.
• Working with the End User Tech Lead to provision, manage and maintain PKI and internal certificate services across the organisation. Ensuring certificates remain secure, compliant and fit for purpose through effective lifecycle management, governance and renewal processes

Your experience and skills

• Excellent people and resource management skills
• Excellent at setting and managing budgets and cost centres
• Experience in managing applications and related support teams >10 people
• Excellent experience in influence at a strategic level including ability to formulate business strategies
• Ability to evaluate information and identify the root causes of problems and make connections between a pattern or series of facts in complex situations.
• Communication and interpersonal skills at all levels of management
• Business knowledge of Network Rail and the Rail Industry
• Ability to identify and clarify business needs and match to services and solutions
• Customer and supplier facing experience
• Good negotiation and influencing skills
• Experience in Desktop Support
• Educated to degree level
• Knowledge of the railway industry, its infrastructure and its regulatory framework

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