IT Workplace Operations Lead

2 Hours ago • All levels • Operations

Job Summary

Job Description

As IT Workplace Operations Lead, you will ensure a seamless, secure, and scalable IT experience for a global, hybrid workforce. This strategic and hands-on role involves technical execution and team leadership, guiding a high-performing team. You will oversee IT service delivery, infrastructure reliability, and user support, while driving automation, process improvements, and cross-functional collaboration with Workplace, Security, People Ops, and Engineering teams to empower employees.
Must have:
  • Lead and manage IT operations for both in-office and remote teams, ensuring smooth, efficient, and high-quality service delivery.
  • Provide strategic direction and hand-on support for IT service management processes, including incident, request, problem, and change management.
  • Lead, mentor and develop a high-performing IT Operations team, providing guidance and fostering a culture of continuous improvements and collaboration.
  • Manage IT infrastructure and endpoint management systems, including Intune, Jamf, SSO, MDM and core SaaS platforms.
  • Oversee IT asset management, including procurement, life cycle tracking, provisioning, and secure decommissioning of devices and IT resources.
  • Ensure seamless employee experience by overseeing onboarding, offboarding and device management workflows.
  • Collaborate with cross-functional teams, such as Engineering, Workplace and Security, to ensure alignment on technology initiatives.
  • Drive automation and process efficiency, identifying and implementing opportunities to reduce manual work and enhance support.
  • Own reporting and performance tracking, presenting key metrics such as ticket volume, resolution time, uptime and user satisfaction.
  • Ensure compliance with company policies, security protocols and industry best standards, supporting audits, risk assessments and security posture improvements.
  • Proven track record leading IT Operations across engineering, support, and site services, ensuring reliability and efficiency at scale.
  • Strong experience in implementing ITIL-based processes to drive standardization, reduce operational noise, and improve service delivery.
  • Skilled in balancing day-to-day operational demands with long-term strategic improvements including automation and process optimization.
  • Hands-on expertise with modern IT tools including Microsoft Intune, Meraki Wireless Networks, Jamf, Github and Terraform.
  • Experience in driving automation initiatives to eliminate respective tasks and streamline support operations.
  • Adept at building clear workflows, documentation, and accountability frameworks to transition teams from reactive to proactive operations.
  • Effective communicator with both technical teams and executive stakeholders, translating operational metrics into business impact.
  • Passionate about enabling productivity, scalability and a seamless end-user experience through strong IT foundations.

Job Details

ABOUT TIDE

At Tide, we are building a business management platform designed to save small businesses time and money. We provide our members with business accounts and related banking services, but also a comprehensive set of connected administrative solutions from invoicing to accounting.

Launched in 2017, Tide is now used by over 1 million small businesses across the world and is available to UK, Indian and German SMEs. Headquartered in central London, with offices in Sofia, Hyderabad, Delhi, Berlin and Belgrade, Tide employs over 2,000 employees.

Tide is rapidly growing, expanding into new products and markets and always looking for passionate and driven people. Join us in our mission to empower small businesses and help them save time and money.

ABOUT THE TEAM:

The Information Technology (IT) team is the backbone of our organization, ensuring the seamless and secure operation of our technology. Our mission is to empower employees by providing reliable and innovative IT solutions that enable them to achieve their goals efficiently. We are dedicated to maintaining a robust and secure infrastructure, proactively addressing technical challenges, and offering exceptional support to foster a digitally driven and collaborative work environment.

The IT team plays a crucial role in managing our technology infrastructure, from resolving hardware and software issues to overseeing application updates and integrations, and monitoring SaaS applications, web traffic, and access to ensure a secure environment. We are committed to minimizing disruptions and ensuring uninterrupted access to essential resources through proactive support and timely resolutions

ABOUT THE ROLE:

As IT Workplace Operations Lead, you will be responsible for ensuring a seamless, secure, and scalable IT Experience across our global workforce, hybrid workforce. This role is both hands-on and strategic - you’ll take an active role in both technical execution and team leadership, guiding a high performing team that supports our employees across locations.

You’ll oversee day-to-day IT Service delivery, infrastructure reliability, and user support, while also driving automation, process improvements, and cross-functional collaboration. Working closely with Workplace, Security, People Ops and Engineering teams, you’ll ensure that technology empowers our employees to do their best work - whether they’re in office or remote.

Key Responsibilities:

  • Lead and manage IT operations for both in-office and remote teams, ensuring a smooth, efficient, and high-quality service delivery
  • Provide strategic direction and hand-on support for IT service management processes, including incident, request, problem, and change management (aligned with ITIL or similar frameworks)
  • Lead, mentor and develop a high-performing IT Operations team, providing guidance and fostering a culture of continuous improvements and collaboration.
  • Manage IT infrastructure and endpoint management systems, including Intune, Jamf, SSO, MDM and core SaaS platforms, ensuring system availability and performance
  • Oversee IT asset management, including procurement, life cycle tracking, provisioning, and secure decommissioning of devices and IT resources
  • Ensure seamless employee experience by overseeing onboarding, offboarding and device management workflows, collaborating closely with People Ops and Security teams
  • Collaborate with cross-functional teams, such as Engineering, Workplace and Security, to ensure alignment on technology initiatives, security policies, and operational improvements
  • Drive automation and process efficiency, identifying and implementing opportunities to reduce manual work and enhance support through automation tools, scripting and system integrations
  • Own reporting and performance tracking, presenting key metrics such as ticket volume, resolution time, uptime and user satisfaction to leadership
  • Ensure compliance with company policies, security protocols and industry best standards, supporting audits, risk assessments and security posture improvements

What Makes You a Great Fit ?

  • Proven track record leading IT Operations across engineering, support, and site services, ensuring reliability and efficiency at scale
  • Strong experience in implementing ITIL-based processes to drive standardization, reduce operational noise, and improve service delivery
  • Skilled in balancing day-to-day operational demands with long-term strategic improvements including automation and process optimization
  • Hands-on expertise with modern IT tools including Microsoft Intune, Meraki Wireless Networks, Jamf, Github and Terraform, with focus on Infrastructure as Code(IaC)
  • Experiences in driving automation initiatives to eliminate respective tasks and streamline support operations
  • Adept at building clear workflows, documentation, and accountability frameworks to transition teams from reactive to proactive operations
  • Effective communicator with both technical teams and executive stakeholders, translating operational metrics into business impact
  • Passionate about enabling productivity, scalability and a seamless end-user experience through strong IT foundations

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About The Company

Tide is the leading provider of UK small business (SMEs) accounts and one of the fastest-growing fintechs in the UK. Tide is live in the UK and India with over 650,000 members in the UK and more than 350,000 in India.


Tide is transforming the small business banking market. Our platform not only offers business accounts and related banking services, but also a comprehensive set of highly connected admin tools for businesses, such as full integration with accounting systems (live for our UK members, many are live in India, and coming soon to Germany). Using advanced technology, all solutions are designed with SMEs in mind.


With quick onboarding, low fees and innovative features, we thrive on making data-driven decisions to help SMEs save both time and money.

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