Card Factory is the UK’s leading specialist retailer of greetings cards, dressings, and gifts with over one thousand stores across the UK and Ireland. In 2020 we launched our exciting 5-year business strategy including our vision of becoming a technology-enabled Omni-channel retailer. This strategy sees significant investment into our IT team with a number of opportunities available to join a fast-paced environment and be part of our IT and digital journey. Our vertically integrated business will provide candidates the opportunity to work across multiple technology disciplines and to provide innovation for the next phase of our growth. If you are passionate about technology and how that can deliver real business value, now is the time to join Card Factory and be part of our exciting journey!  

Job Purpose:  

The Technical Services Manager is responsible for leading the Operations Team to ensure that all IT infrastructure is kept up to date, performant and resilient to ensure maximum availability to the Card Factory Group users. This role will also be responsible for working collaboratively with other IT Teams to lead the technical implementation of new systems, drive operational improvements and resolve infrastructure-related incidents and problems.   


  • Provide visible leadership and manage workload of the IT Operations Team, to drive performance to deliver a high standard of service to business users.   

  • Act as the key technical escalation point for the infrastructure-related incident and problem investigation, working with other IT Teams as required, to resolve issues within SLA’s   

  • Ensure effective monitoring of systems, to provide sufficient capacity and ensure high availability of key services   

  • Ensure patching schedules are in place and maintained to key systems up to date and secure   

  • Ensure backup, AV, and Firewall technologies run efficiently and are fit for purpose.   

  • Proactively seek to identify areas for improvement and cost reduction, supporting the drive towards cloud-based and automation technologies.   

  • Work with the Architecture Team to technically assess new solutions, attending the Architecture Review Board where required.   

  • Lead the implementation of infrastructure changes, ensuring industry-standard processes and procedures are followed   

  • Manage and maintain licenses for core infrastructure components   

  • Ensure all required technical documentation is created and maintained   

  • Work closely with the IT Service Manager to assist in the successful transition of new services into support   

  • Work with other teams and help foster a culture of collaborative working across the IT Department   

  • Undertake Team Leadership activities including 1:1; s, Team Meetings, objective setting, performance reviews, personal development plans, etc. 

  • Have at least 2 years’ previous experience managing teams responsible for infrastructure support and development   

  • Excellent verbal and written communication skills; including the ability to communicate technical information clearly to a non-technical audience at all levels of business   

  • Ability to analyse complex problems and provide solutions, requiring a hands-on approach when required.   

  • Strong leadership and organisational skills with the ability to successfully coordinate and train staff.   

  • Microsoft MCSE / MCITP certification or demonstrable equivalent experience.   

  • Extensive Microsoft client and server administration experience.   

  • Proven experience with virtualisation technologies.   

  • Experience with VMware vSphere products.   

  • Shared storage management experience.   

  • Experience or exposure to the following is preferable:   

  • Microsoft Cloud Technologies   

  • Dell Compellent / EMC Unity / NetApp SAN configuration and administration.   

  • Cisco/Sonicwall/Fortigate Firewalls & Switches   

  • Sophos Cloud AV.   

  • Rapid Recovery / Netvault / Qorestor Backup.   

  • Infrastructure Automation Skills System   

  • Integration Support from a Technical perspective   

  • Flexibility required to provide support outside of core business hours to assist in the resolution of major incidents and implementation of changes.   

  • Strong technical aptitude, with a passion for learning and driving optimisation.   

  • Understanding of the ITIL framework   

  • Flexibility required to work outside of core business hours to support the resolution of major incidents and handle escalations   

  • Motivated and enthusiastic individual with a positive ‘can-do attitude  

  • Ideally, hold a full clean driving license as travel between group sites will be required.   

The successful candidate will join us at an exciting time, with the IT Department central to the delivery of the company’s new 5-year strategy. With the correct mindset and capabilities, the successful candidate will have the opportunity to make a real difference and to develop their skills and experience whilst we embark on a transformation journey. 

Competitive salary and benefits package