IT Operations Manager

Multiverse is the upskilling platform for AI and Tech adoption.

We have partnered with 1,500+ companies to deliver a new kind of learning that's transforming today’s workforce.

Our upskilling apprenticeships are designed for people of any age and career stage to build critical AI, data, and tech skills. Our learners have driven $2bn+ ROI for their employers, using the skills they’ve learned to improve productivity and measurable performance.

In June 2022, we announced a $220 million Series D funding round co-led by StepStone Group, Lightspeed Venture Partners and General Catalyst. With a post-money valuation of $1.7bn, the round makes us the UK’s first EdTech unicorn.

But we aren’t stopping there. With a strong operational footprint and 800+ employees, we have ambitious plans to continue scaling. We’re building a world where tech skills unlock people’s potential and output.
Join Multiverse and power our mission to equip the workforce to win in the AI era.

We're looking for an IT Operations Manager to be the operational right hand to our Head of IT. You'll own the day-to-day running of IT across the organisation - service delivery, joiners/movers/leavers, incident coordination, automation, and MSP management.

This is a hands-on management role. You'll keep the lights on, ensure our people get great support, and constantly look for ways to automate and improve how we operate. You'll manage a small team and our MSP relationship.

What You'll Do

You'll manage the operational running of IT across Multiverse. That means ensuring our 1,000 employees get excellent support, that people join and leave the business with seamless, secure experiences, and that incidents are handled swiftly and professionally.

You'll manage our MSP relationship day-to-day - setting expectations, monitoring performance, and holding them accountable to our standards.

You'll also lead our small internal team, balancing workload between in-house and outsourced resources.

A big part of the role is making things better. You'll spot manual processes that should be automated, build workflows that save time, and continuously improve how we operate. You're not just keeping the lights on - you're making the operation more efficient and scalable.

Essential

• 4+ years in IT operations, with at least 2 years in a senior or lead capacity

• Proven experience in owning service delivery in a scaling organisation

• Strong automation mindset - you've built workflows that saved real time

• Experience managing MSPs or outsourced IT providers

• Solid technical foundation: identity management, endpoint management, SaaS administration

• Excellent communication - calm under pressure, clear with end-users and vendors alike

• Process-minded with a bias for documentation and continuous improvement

Highly Desirable

• Experience in tech, edtech, or high-growth environments

• Hands-on with automation/AI tools: Zapier, N8N, scripting, or similar

• Familiarity with modern IT tooling: JumpCloud, Google Workspace, FreshService, or similar

• ITIL Foundation or equivalent service management knowledge

• Experience with incident management frameworks and tooling

Benefits

• Time off - 27 days holiday, plus 5 additional days off: 1 life event day, 2 volunteer days, 2 company-wide wellbeing days (M-Powered Weekend) and 8 bank holidays per year

• Health & Wellness- private medical Insurance with Bupa, a medical cashback scheme, life insurance, gym membership & wellness resources through Wellhub and access to Spill - all in one mental health support

• Hybrid work offering - for most roles we collaborate in the office three days per week with the exception of Coaches and Instructors who collaborate in the office once a month

• Work-from-anywhere scheme - you'll have the opportunity to work from anywhere, up to 10 days per year

• Space to connect: Beyond the desk, we make time for weekly catch-ups, seasonal celebrations, and have a kitchen that’s always stocked!

Our Commitment to Diversity, Equity and Inclusion

We’re an equal opportunities employer. And proud of it. Every applicant and employee is afforded the same opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. This will never change. Read our Equality, Diversity & Inclusion policy here.

Our Commitment to Safeguarding

Multiverse is committed to safeguarding and promoting the welfare of our learners. We expect all employees to share this commitment and adhere to our Safeguarding Policy, our Prevent Policy and all other Multiverse company policies. Successful applicants will be required to undertake at least a Basic check via the Disclosure Barring Service (DBS).

For roles that will involve a Regulated Activity, successful applicants must also undergo an Enhanced DBS check, including a Children’s Barred List check and a Prohibition Order check. Roles involving Regulated Activity may interact with vulnerable groups, therefore are exempt from the Rehabilitation of Offenders Act 1974 meaning applicants are required to declare any convictions, cautions, reprimands, and final warnings.

Providing false information is an offence and could result in the application being rejected or summary dismissal if the applicant has been selected, and possible referral to the police and the DBS.