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# IT Operations Manager

- **Company:** Michael Page
- **Location:** London, UK
- **Salary:** £70,000.0 - £80,000.0
- **Contract:** Permanent contract
- **Skills:** Configuration Management, Information Technology Operations, Information Technology, Servicenow
- **Published:** October 2, 2026
- **Apply:** https://www.michaelpage.co.uk/job-detail/it-operations-manager/ref/jn-102026-7117209

## About the Role

* 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.

## Description

* 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.