Engagement Manager

Job Title: Program Manager – Technical Lead (IaaS Service Improvement Programme)Location: Remote (Initial London-based meetings preferred)

Contract: Initial 3-month contract (extension likely)

Outside IR35Start Date: ASAP

Industry: Confidential Fintech Client

Overview

We are seeking an experienced Program Manager to join a critical Managed Service Improvement programme for a confidential fintech client. This is an exciting opportunity to provide senior technical leadership across multiple workstreams, driving operational excellence and service optimisation.

You will act as the primary technical coordinator and escalation point, responsible for aligning technical delivery with strategic goals and contractual obligations. The ideal candidate will have a hybrid background in technical architecture, operations, and service delivery, with the ability to navigate complex environments and influence cross-functional teams.

Key Details

• Remote-first role – occasional travel to London for initial meetings is ideal
• Outside IR35
• Initial 3-month contract with high likelihood of extension
• Part of a multi-year, large-scale transformation programmeBackground & Profile

You may have previously held roles such as:

• Technical Architect
• Service or Product Owner
• Project Manager
• Operations Manager
• Senior Technical Consultant

Ideal Candidate Profile:

• Strong stakeholder and communication skills
• Proven ability to lead high-pressure technical initiatives
• Hands-on operational experience (Change, Incident, Monitoring, Problem Management)
• Technically fluent across infrastructure, monitoring, and service delivery
• Commercial awareness and experience in contract-aligned delivery

Key Responsibilities

• Provide technical oversight and governance across IaaS operations and workstreams
• Coordinate incident, change, and problem management efforts to reduce MTTR and improve RCA quality
• Lead and track continual service improvement (CSI) initiatives based on monitoring and trend data
• Oversee integration and optimisation of monitoring platforms (SolarWinds, Coralogix, DataDog)
• Monitor and report against SLAs and KPIs such as uptime, incident recurrence, and service health
• Manage the operational performance of Dell and VMware-based infrastructure platforms
• Ensure governance compliance around CMDB, patching, antivirus, EOSL, and security standards
• Review and drive quality of runbooks, change impact assessments, and operational documentation
• Support seamless service transition with documentation, monitoring, and governance readiness
• Align technical operations with change programmes in partnership with PMO and Service Delivery teams
• Represent the technical function in governance forums and SteerCos, highlighting blockers and risks
• Act as a senior escalation point for technical delivery, architecture, and operational issues
• Coordinate across multi-vendor teams and ensure unified delivery in a regulated environment

Technologies & Toolsets

• IaaS platforms: Dell, VMware
• Monitoring tools: SolarWinds, Coralogix, DataDog
• Service Management: ITIL-aligned frameworks, Change/Incident/Problem processes
• Governance: CMDB, Patch Management, EOSL, Security & Risk Compliance

This is a high-impact, strategic role in a business-critical programme. If you're a technically-minded leader who thrives in fast-paced environments and enjoys aligning delivery with service excellence – we'd love to hear from you.