At a Glance
- Tasks: Lead IT operations, ensuring reliable and secure services across a 24/7 care environment.
- Company: Join a forward-thinking organisation dedicated to high-quality care through innovative IT solutions.
- Benefits: Competitive salary, professional development, and opportunities for career growth.
- Other info: Dynamic role with significant responsibility and the chance to shape IT strategy.
- Why this job: Make a real impact on healthcare by ensuring seamless IT operations and service excellence.
- Qualifications: Proven leadership in IT operations and experience managing complex service environments.
The predicted salary is between 60000 - 75000 £ per year.
The Head of IT Operations is accountable for the safe, resilient, reliable, and cost‑effective operation of all IT services across the organisation, ensuring front‑line and supporting functions can deliver high‑quality care without disruption.
The role leads Infrastructure and Service Desk functions, providing end‑to‑end operational ownership of live services, including Assisted Technology, and full accountability for supplier performance, service levels, and associated risks. Working in partnership with Business Applications, Data, and Cyber functions, the role enforces operational standards and readiness to maintain stability, security, and usability across the IT landscape.
The postholder has delegated responsibility for management and control of the full IT budget, including forecasting, cost optimisation, and supplier spend, operating within agreed parameters. Acting as the Director of ITs delegated authority, the role ensures services are controlled, measurable, and auditable, providing executive assurance that operations are stable, risks are proactively managed, and priorities remain aligned to organisational need and care impact. The role is also accountable for delivery of IT Annual Business Plan commitments within its remit.
Dimensions
- Leadership of IT Operations function including Service Desk, Infrastructure and Project Delivery teams
- Accountability for operation of all live IT services across a multi-site, 24/7 care environment
- Delegated responsibility for the full IT operational budget, including supplier spend and cost control
- Oversight of multiple third-party suppliers and service partners delivering critical IT services
- Operational dependency across all business services supporting care delivery
Principal Accountabilities
Service Operations
- Own all live IT and Digital services, including Assisted Technology, ensuring availability, performance, resilience, and security
- Ensure effective operation of IT services within a 24/7 care environment
- Act as Major Incident Lead, providing command, coordination, and executive communication during critical incidents
- Own disaster recovery and service continuity arrangements, ensuring controlled and timely restoration of services
Financial and Supplier Control
- Manage and control the IT budget, including forecasting, cost optimisation, and supplier spend, within agreed parameters
- Hold accountability for supplier performance, service levels, and associated risks
- Lead supplier governance, performance management, and contract re-negotiation to ensure value for money
- Ensure suppliers operate effectively within AFG’s IT operating model
Assurance and Control
- Ensure IT services are stable, controlled, measurable, and auditable
- Provide clear visibility of service performance, financial position, and technical risk
- Identify, manage, and report operational risks, ensuring proactive mitigation
- In partnership with Enterprise Applications, Data, and Cyber teams, enforce operational standards, controls, and service readiness across all live services
Leadership
- Lead and develop IT Operations teams, ensuring performance, capability, and resilience
- Provide clear direction and accountability across Service Desk and Infrastructure functions
- Build a culture of service excellence, ownership, and continuous improvement
Strategy and Transformation
- Deliver all IT Annual Business Plan commitments within remit
- Contribute to development and execution of IT & Digital strategy, ensuring operational viability
- Ensure effective transition of new systems and services into live operation
Experience
- Significant experience in IT operations leadership at Head of, equivalent or above level
- Experience leading Service Desk and Infrastructure teams within a complex, multi-site environment
- Demonstrable ownership of live service performance and operational stability, including within 24/7 environments
- Proven experience managing and holding to account multiple suppliers and service partners
- Experience of managing and controlling IT budgets at scale, including forecasting and cost optimisation
- Experience leading major incident response and service recovery
- Experience operating at senior level, contributing to strategy while maintaining operational control and delivery
Skills & Knowledge
- Solid technology knowledge of cloud platforms (M365, Azure, identity-led architecture)
- Strong cyber security knowledge, including accredited industry frameworks (ISO27001, SOC2, Cyber Essentials, or equivalent)
- Practical understanding of operational cyber controls (identity, endpoint, patching, vulnerability management, monitoring)
- Understanding of ITIL or equivalent service management frameworks
- Proven ability to establish and maintain control of live services, ensuring stability, resilience, and performance
- Strong financial and commercial acumen, including budget control, forecasting, and value for money
- Strong understanding of supplier management, including SLA management, performance enforcement, and commercial challenge
- Ability to provide clear, assurance‑led reporting on service performance, financial position, and operational risk
- Ability to lead and coordinate major incident response in a structured and controlled manner
- Strong stakeholder management skills, including influencing at senior and executive level
- Ability to translate organisational priorities into operational demand control and prioritisation decisions
- Demonstrates accountability, ownership, and professional integrity
- Operates with a strong focus on service quality, risk management, and continuous improvement
- Builds trust and confidence through clear, transparent communication and delivery
- Committed to supporting high‑quality care through reliable and effective IT services
- Aligns with AFG’s values and demonstrates commitment to delivering positive outcomes for people supported
Qualifications and training
- Degree‑level education, or demonstrable equivalent professional experience, with evidence of operating at a senior IT operations leadership level
- Strong technical grounding across infrastructure, end‑user computing, cyber security, and IT operations
Other
- Willingness to travel across operational sites as required
- Participation in on‑call / major incident escalation rota where required
This role is Band IV as per our structure.
Head of IT Operations in Liverpool employer: Alternative Futures Group
Alternative Futures Group is an exceptional employer that prioritises employee well-being and work-life balance, offering flexible working options such as a 9-day fortnight or a 4.5-day week. With a strong commitment to fostering a collaborative culture and enhancing employee experiences, this role provides ample opportunities for professional growth while contributing to the charity's mission of making a positive impact in the community.
