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# Head of IT Operations

- **Company:** Michael Page
- **Location:** Peterborough, UK
- **Experience:** Expert
- **Salary:** £70,000.0 - £80,000.0
- **Contract:** Temporary contract
- **Skills:** Information Technology Operations, Knowledge Management, Information Technology, Performance Monitor, Servicenow
- **Published:** October 2, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5906271223

## About the Role

* 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.

## Description

* 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.