Head of IT Operation Services

Role: Head of IT Service & Operations Newcastle or London – Hybrid Office & Home (office based minimum 2 days a week) mkodo builds world class apps, middleware and digital products in the global lottery, betting, and gaming space. We value the expertise of our team members and offer opportunities for personal development and career progression within the company. Acquired in February 2020, by Pollard Banknote Limited (PBL), a major supplier to the global lottery industries, brought mkodo strong financial security, access to resources and clients at a global level. Reporting to the Director of Technology & Engineering, the Head of IT Service & Operations will lead the mkodo IT Service, Operations & Security team (ITOPs), being a part of the Technology & Engineering Leadership Team, and a member of the wider mkodo Senior Leadership Team. Attention to detail, influencing skills, a focus on quality, and a coaching style are key to success in this role. They are expected to project a positive, constructive, and approachable manner, and carry out tasks with fairness and integrity. The role holder must be commercially focused, a strong communicator, customer-oriented, and committed to developing quality service that provides mkodo with a competitive advantage. The Head of IT Service & Operations will be a highly motivated self-starter who is achievement oriented. This is a proactive role requiring delivery in a fast-paced, evolving environment under commercial services—ensuring availability, handling deployments, enhancements, and upgrades, and keeping clients informed about service interruptions. The role has full responsibility for executing client-facing services. Strong experience in managing complex client facing Product and internal IT services is essential, as this role will be the escalation point for the client & team when intervention is needed. Lead the ITOPs team at mkodo, conducting performance reviews, coaching, and fostering a Act as the primary escalation point for P1/P2 incidents, managing IT service escalations from Develop and deliver the IT Service & Operations strategy, ensuring alignment with business Oversee internal IT operations (networks, communication systems, O365, laptops, conferencing tools) and forecast software and service licensing requirements for future Monitor service desk operations, ensuring tickets are resolved within SLA, collaborating with Ensure IT services are scalable, reliable, and aligned with future business growth through continuous improvement, innovation, and effective management of security practices via the IT Security Manager. ~ Lead information security initiatives across the business to support regulatory compliance and mitigate risks. ~ Deliver cost-effective IT solutions, manage supplier relationships, evaluate services and Manage IT vendor relationships, ensuring contracts are current, effective, and cost-efficient. Approve and oversee production deployments, ensuring proper release documentation and Oversee infrastructure with a focus on cloud readiness, supporting enhancements and new deployments. ~ Lead service improvement initiatives and IT projects, including third-party system implementations (e.g., Track service performance using relevant metrics, KPIs, and reporting to stakeholders internally Promote Agile methodologies and improve the Starters/Movers/Leavers process, aiming for As a member of the Senior Leadership Team, contribute to the strategy, and help deliver it Lead IT audit requirements, ensuring regulatory compliance and addressing IT risks through Check out the full details, including day-to-day duties and responsibilities on our website: mkodo careers Key Performance Measures: ~ services that exceed client expectations and enhance customer experiences. regarding service, reflecting our commitment to proactive issue resolution and strong client relationships. Ensure the confidentiality, availability, operability, security, and integrity of all IT services, safeguarding client data and ensuring reliable, uninterrupted service. ~ Ensure that mkodo colleagues’ and client feedback are represented in new IT service plans, Deliver new IT services on time, on budget, and within scope, with a focus on solutions that address client pain points and enhance the customer experience. Ensure existing IT services are delivered on budget and within scope, continuously improving to meet clients’ evolving needs. Maintain compliance with ISO27001, reinforcing client trust by meeting regulatory expectations for security and data protection. Provide cost-effective IT services by continually assessing the technical domain to ensure our Annual Leave – 23 days holiday, plus all bank holidays, increasing by 1 day per year of service, after 3 years (up to 29 days), Birthday Day-Off, Extra day-off over Christmas, Annual volunteer day. Recognition & Rewards – Annual Performance Bonus and Profit Share Scheme, Tech Loan, Length of Service rewards – 5 & 10 year clubs! Hybrid Working (2-4 days per month office-based minimum) either in our London or Newcastle office; Life Insurance Salary Sacrifice Pension, with 5% employer contribution match Health & Wellbeing – Employee Assistance Programme, 24/7 Smart Health GP Access, Cycle to Work scheme, Bi-Annual Health Check, Digital Nomad policy – allowing you to work from anywhere for 4 weeks per year. Growth and Development – Relevant individual training budget and the opportunity to grow within a dynamic and supportive team. Generous refer a friend scheme. ➕ The candidates must be eligible to work in the UK as no visa sponsorship can be provided.