Head of IT Operations

• Lead the end-to-end delivery of technology operations, ensuring high-quality, reliable and accessible IT services.
• Own and enhance the IT service management framework, including incident, problem, change, request, configuration and knowledge management processes.
• Define and manage service catalogues, SLAs, OLAs, KPIs and performance reporting.
• Lead major incident management activities, coordinating internal teams and third-party suppliers to restore services quickly and effectively.
• Oversee application support functions, including support models, documentation, release coordination and escalation processes.
• Drive continual service improvement through performance analysis, service data insights and stakeholder feedback.
• Manage demand, capacity, availability and continuity planning across technology services.
• Ensure effective transition of new and changed services into live operational support.
• Lead supplier relationships, contract governance, service reviews and performance management activities.
• Develop and lead high-performing teams across service management, service desk, desktop support, application support and training functions.
• Build strong relationships with senior stakeholders and translate business priorities into operational service plans.
• Contribute to technology strategy and operating model development.
• Deputise for the Director of Digital, Data and Technology when required.

• Significant leadership experience in IT Operations, Technology Service Management or Service Delivery.
• Extensive experience implementing and improving ITSM frameworks and operational processes.
• Strong background managing SLAs, service catalogues, operational metrics and service improvement programmes.
• Proven experience leading multidisciplinary teams, including managers, technical specialists and outsourced providers.
• Strong supplier and vendor management experience, including contract governance and performance oversight.
• Excellent stakeholder management and influencing skills with senior leaders and business stakeholders.
• Experience handling major incidents, operational resilience and service continuity planning.
• Financial management experience, including budgeting, forecasting and cost optimisation.

Desirable

• ITIL 4 or equivalent service management certification.
• Experience within charity, public sector, regulated or complex service environments.
• Knowledge of ServiceNow or similar ITSM platforms.
• Experience with automation, self-service technologies and knowledge-centred support.
• Experience working within a Microsoft-centric technology environment., * Major Incident Management
• ITSM
• Service Delivery Manager
• IT Operations Manager
• Technology Operations
• ITIL 4
• Head of Technology Operations
• IT Service Management
• Service Desk Management
• Service Management

• Salary ranging from £70,000 to £80,000, dependent on the level of experience.
• 2 year Fixed-term contract with benefits package included.
• Immediate start