IT Operations Manager

• Lead the day-to-day delivery of technology operations, ensuring high-quality and accessible IT services.
• Own and develop the IT service management framework, including incident, request, problem, change, knowledge and configuration management processes.
• Define and manage service level agreements (SLAs), operational level agreements (OLAs), service catalogues and performance metrics.
• Lead major incident management, ensuring effective coordination, communication, service restoration and post-incident reviews.
• Oversee application support services, including support models, documentation, release coordination and supplier escalation routes.
• Drive continual service improvement using service data, trend analysis and user feedback.
• Manage demand, capacity, availability, continuity and operational resilience across technology services.
• Ensure new and changed services transition successfully into live support through robust service readiness processes.
• Lead strategic supplier and vendor relationships, including service reviews, contract governance and performance management.
• Develop and coach a multidisciplinary team, fostering a high-performance service culture.
• Build strong relationships with stakeholders across the organisation, providing operational assurance, advice and escalation where required.
• Contribute to technology strategy, operating model development and modernisation initiatives.
• Deputise for the Director of Digital, Data and Technology when required.

• Significant leadership experience within IT Operations, Technology Service Management or Service Delivery.
• Extensive knowledge of IT service management principles and best practice frameworks.
• Proven experience establishing, improving and governing service management processes at scale.
• Experience managing service catalogues, SLAs, operational KPIs and continual service improvement programmes.
• Demonstrable experience leading multidisciplinary teams, including technical specialists, managers and third-party suppliers.
• Strong supplier and vendor management experience, including contract governance and performance management.
• Excellent stakeholder management and influencing skills, with experience engaging senior leaders and business stakeholders.
• Financial management experience including budgeting, forecasting and cost control.

Desirable

• ITIL 4 certification or equivalent service management qualification.
• Experience within charity, public sector, regulated or similarly complex environments.
• Experience with modern ITSM platforms such as ServiceNow.
• Knowledge of automation, self-service and knowledge-centred support practices.
• Experience working within a Microsoft-centric technology environment.

City of London Permanent £70,000 - £80,000 per year View Job Description An exciting leadership opportunity for an experienced Technology Operations professional to take ownership of business-as-usual IT services within a complex organisation. This role is responsible for service management, end-user services, application support, supplier performance, operational resilience and continual improvement, ensuring technology services remain reliable, accessible and aligned to organisational objectives.

• Strategic IT Operations leader - remote!
• Competitive salary and package - immediate start, * A permanent position in the not-for-profit sector, based in London but the role is remote.
• Salary between £70,000 and £80,000 per annum, dependent on the level of experience.
• Additional benefits to support your role.

This organisation operates in the not-for-profit sector and is based in London.