The Head of IT Operations is responsible for the effective delivery, stability, and continuous improvement of IT operational services across the organisation. This includes end‑to‑end ownership of application support, IT service management, the IT Helpdesk, and the Tech Zone user support function. The role ensures that IT services are reliable, responsive, and customer‑focused, supporting business productivity and operational resilience. The Head of IT Operations provides strong leadership across support teams, embeds service management best practice, and acts as a senior escalation point for service issues and operational risk.
Responsibilities
IT Operations & Service Management
- Own and manage day‑to‑day IT operations, ensuring stable and efficient delivery of IT services.
- Define, implement, and continuously improve IT service management processes, including incident, problem, change, and request management.
- Ensure service performance is measured, reported, and improved in line with agreed service levels and business expectations.
- Act as the senior escalation point for major incidents and service disruptions.
Application Support
- Lead the application support function, ensuring effective support and maintenance of business‑critical applications.
- Ensure appropriate support models, escalation paths, and vendor engagement are in place.
- Drive root cause analysis and permanent resolution of recurring application issues.
- Work closely with development, infrastructure, and vendor teams to ensure smooth releases and operational readiness.
IT Helpdesk & Tech Zone
- Provide leadership and oversight of the IT Helpdesk and Tech Zone functions.
- Set standards for service responsiveness, knowledge management, and user communication.
Operational Governance & Risk
- Ensure operational controls are in place to manage service risk, availability, and resilience.
- Maintain clear documentation of operational processes, procedures, and runbooks.
- Support audits and reviews by providing evidence of effective operational controls and service management practices.
- Identify and manage operational risks, issues, and dependencies.
Stakeholder Management & Communication
- Act as a key interface between IT and the business for operational matters.
- Provide clear, regular reporting on service performance, incidents, and improvement initiatives.
- Build strong relationships with senior stakeholders, suppliers, and third‑party service providers.
- Translate business needs into effective operational support models.
Skills and Experience
- Good understanding of Enterprise Technology and how everything hangs together.
- Fresh Thinking, the successful candidate will have a high level of Autonomy and the freedom to influence where necessary.
- Experience in the insurance sector, preferably Lloyd’s.
- Demonstration of Continual Improvement within previous role.
- Experience of delivering Management Information to Business Users.
- History of successfully delivering change.
- Understanding of risk and controls within an Insurance based environment ecosystem.
Benefits
Our benefits We offer all employees a comprehensive benefits package that focuses on their whole wellbeing. This includes hybrid working, a competitive base salary, non-contributory pension, discretionary bonus, insurances including health (family) and dental cover, and many other benefits to enhance financial, physical, social and psychological health.
Equal Employment Opportunity
We are fully committed to equal employment opportunities for all applicants and providing employees with a work environment free of discrimination and harassment. All employment decisions are made regardless of age, sex, gender identity, ethnicity, disability, sexual orientation, socio‑economic background, religion or beliefs, marital or caring status, or any other status protected by the laws or regulations in the locations where we operate. We encourage and welcome applicants from all diverse backgrounds. We make reasonable adjustments throughout the recruitment process and during employment. Please let us know if you require any information in an alternate format or any other reasonable adjustments.
