IT Operations Lead – Applications, Suppliers & Service Delivery

Salary: £40,000 - 50,000 per year

Requirements:

• A credible background within technology, applications support or IT service delivery.
• Experience acting as the link between users, outsourced IT providers, software suppliers and senior stakeholders.
• Exceptional organisation, follow-through and attention to detail.
• Strong written and verbal communication skills.
• The confidence to support and influence senior professional users.
• Experience of onboarding, user administration, access, licences, training or technology supplier management.
• The ability to manage several competing priorities while keeping stakeholders properly informed.
• Sufficient technical knowledge to investigate and triage issues and challenge suppliers without needing to resolve everything personally.
• A practical continuous-improvement mindset and the willingness to take ownership.
• Experience within legal services, accountancy, consultancy, financial services or another professional services environment would be advantageous.
• Knowledge of Actionstep or another practice management, case management, CRM or workflow platform would also be helpful.

Responsibilities:

• Coordinating the complete technology journey for new starters, movers and leavers.
• Ensuring new Members and employees receive the correct equipment, system access, licences and training.
• Administering users, permissions and licences across Actionstep and a broad portfolio of business applications.
• Acting as the day-to-day owner of the relationship with the outsourced IT provider (MSP).
• Triaging technology requests, escalating issues and keeping users informed through to resolution.
• Leading regular supplier service reviews and challenging delays or recurring problems.
• Delivering onboarding and application training and producing clear user guidance.
• Managing technology suppliers, software renewals, invoices, assets and equipment procurement.
• Monitoring technology costs, licence usage and upcoming renewals.
• Identifying opportunities to improve onboarding, application adoption and working practices.
• Supporting technology work streams associated with new software, organisational change and acquisitions.

Technologies:

• CRM
• Support
• ITIL
• Security

More:

We are offering a fully remote UK-based IT Operations Lead role with optional office access in Leeds, Manchester, Burnley, Newcastle and London for those who prefer an office environment or do not have a suitable home workspace. The position reports to our Chief Operating Officer and provides a broad, visible and people-focused opportunity to oversee the day-to-day delivery and administration of our technology environment across a growing legal business. The package is centred around a core budget that we can flex to include desired benefits or stack into base salary to suit the individual, and occasional travel may be required for collaboration, onboarding, training or project activity.

last updated 37 week of 2026