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Head of IT Operations

City of London Permanent £70,000 - £80,000 per year View Job Description
An exciting opportunity for an experienced technology operations leader to take ownership of business-as-usual IT services across a complex organisation. This role is responsible for service delivery, service management, application support, supplier performance, operational resilience, and continuous improvement, ensuring reliable, accessible, and cost-effective technology services that support organisational success.
  • Strategic IT leadership opportunity
  • £80k with largely remote working policy

About Our Client

This role is within the not-for-profit sector, based in London.

Job 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.



The Successful Applicant

A successful Head of IT Operations should have:

  • 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.

What's on Offer

  • 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



If you're interested in this role, apply now.

People are at the heart of Michael Page. We are committed to creating an inclusive environment. As an inclusive recruiter we welcome applications from people of all backgrounds, identities and experiences. If you require any adjustments or accommodations during the recruitment process, we'll work with you to ensure you can perform at your best.

Contact
Dan Jones
Quote job ref
JN-092026-7114178
Phone number
+442072692191

Job summary

Job function
Technology
Subsector
IT Management
Sector
Not For Profit
Where
City of London
Contract type
Permanent
Consultant name
Dan Jones
Consultant phone
+442072692191
Job reference
JN-092026-7114178