IT Production Operations Manager

BELONG – There’s no place like Principality

At Principality, belonging isn’t just a value — it’s how we work. When you join us, you’re welcomed into a supportive, inclusive community where your home life, wellbeing, and individuality are genuinely respected. From flexible ways of working to benefits designed around you, we’re committed to helping you feel comfortable, valued, and able to thrive.

We believe great work happens when people feel connected — to each other, to our purpose, and to the communities we serve. That’s why we encourage balance, invest in wellbeing, and focus on growing and improving together.

Why join us?

There are plenty of reasons to build your career with Principality:

• Flexible hybrid working – Our award-winning approach gives you the flexibility to work from home and from the office. Collaboration matters to us, so you’ll spend at least 8 days per month based in our Cardiff office.
• A truly inclusive workplace – Proudly named in the 2025 Inclusive Top 50 UK Employers List, ranked 27th, recognising our ongoing commitment to inclusion and belonging.
• Customer excellence you can be proud of – Winners of Double Gold Awards for Customer Satisfaction at the Fairer Finance Awards 2025 for both Savings and Mortgages.
• Engaged, supported colleagues – Our colleague engagement scores consistently exceed 85%, reflecting a positive and supportive culture.
• Wellbeing at the heart of what we do – Our Belong benefits package is designed to put our people first, supporting your physical, mental, and financial wellbeing.

These achievements reflect more than awards — they represent our long-term commitment to creating a workplace where colleagues feel supported and customers feel cared for.

When it comes to belonging, there truly is no place like Principality.

Are you passionate about keeping critical systems running smoothly and leading teams that make it happen?

We’re looking for an IT Production Operations Manager to take ownership of our production environment, ensuring key platforms and workloads run reliably, securely, and predictably.

Reporting to the IT Service Operations Manager, the role sits on the Service Operations Leadership Team and leads mainframe operations, enterprise scheduling, production control and operational automation, providing the operational backbone for service-owning technology teams.

🚀 What you’ll be doing:

• Lead day-to-day production operations, ensuring scheduled workloads and critical services run reliably, securely and to agreed standards.
• Own operational readiness across supported services, maintaining effective runbooks, procedures, support models and operational controls.
• Lead production support during incidents and major incidents, coordinating technical recovery and acting as a trusted deputy for Incident and Problem Management leadership.
• Drive problem resolution and continual improvement, identifying root causes and reducing recurring issues through strong operational discipline.
• Champion operational resilience, ensuring recovery procedures, testing activities and readiness practices remain effective.
• Drive automation initiatives that reduce manual effort, improve stability and increase operational efficiency.
• Define and maintain production governance, operational controls and service readiness requirements for changes entering live service.
• Use operational insight, performance data and trends to improve service quality, resilience and production outcomes.
• Partner with technology teams and third-party providers to manage production risk, dependencies and service restoration activities.
• Lead, coach and develop a high-performing operations team while fostering a culture of accountability, learning and continuous improvement.

🌱 What we’re looking for:

• Strong experience leading production or IT operations teams in a complex environment
• Knowledge of mainframe operations, enterprise scheduling, and batch processing
• Confidence working in incident and major incident environments, making decisions under pressure
• A passion for automation and continuous improvement
• Experience improving operational resilience and recovery practices
• Strong analytical thinking, using data to drive decisions and improvements
• Excellent collaboration skills, with the ability to influence across teams and partners
• Awareness of risk, governance, and working in regulated environments (desirable)

🎯 What makes you stand out

      You’re someone who:

• Leads with clarity and builds high-performing, resilient teams
• Stays calm and makes sound decisions—even in high-pressure situations
• Thinks ahead, designing systems and processes with recovery and stability in mind
• Sees opportunities to simplify through automation and smarter ways of working
• Builds strong relationships and brings people together to solve problems

📩 Ready to Apply?

If you’re excited about leading production operations and shaping resilient, future-ready services, we’d love to hear from you.

We reserve the right to close this vacancy early should we receive a high volume of applications.

If you have any questions in relation to this role, please contact the recruitment team at -recruitment@principality.co.uk

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