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For Companies At a Glance
- Tasks: Lead and optimise IT operations for critical services, ensuring reliability and performance.
- Company: Specialist tech organisation trusted by the UK’s most critical sectors.
- Benefits: Competitive salary, career development, and a supportive team environment.
- Other info: 5 days on-site in Hereford with opportunities for professional growth.
- Why this job: Make a real impact in defence and technology while leading a high-performing team.
- Qualifications: Strong leadership in IT operations and a solid technical background required.
The predicted salary is between 60000 - 80000 £ per year.
Location: Hereford (5 days on-site)
Function: Defence
Reports to: Head of Engineering - MUST HOLD ACTIVE SC CLEARANCE TO BE CONSIDERED
About Us
We are a specialist technology organisation trusted to build, secure, and maintain highly resilient communications infrastructure for some of the UK's most critical services, spanning Government, Defence, Healthcare, Enterprise, and Data Centre environments. Our culture is defined by four core values: Security that sets us apart, Experience and empathy over ego, Teamwork at all times, and Trust built on always delivering.
The Role
We are looking for a Head of System Operations to take full ownership of the day-to-day leadership, performance, and operational effectiveness of our Operations function. This role bridges technical execution and operational management, driving the team away from reactive support toward structured, process-driven, and resilient service delivery.
Key Responsibilities
- Provide direct line management for the Operations team and Service Desk Lead
- Build, develop, and structure a high-performing operational department
- Set clear expectations around delivery, behaviours, accountability, and standards
- Conduct performance reviews, coaching, 1:1s, and development planning
- Own the day-to-day delivery of reliable, secure, and consistent IT operations
- Ensure service uptime, availability, and performance across the estate
- Define, implement, and enforce ITIL-aligned operational processes
- Own incident, change, problem, and service transition processes
- Chair or provide operational sign-off within Change Advisory Board activities
- Own operational acceptance of new services transitioning from Engineering into live support
- Drive problem management and root cause reduction across the estate
- Own capacity planning across people, platforms, and service demand
- Oversee asset lifecycle management and service sustainability
- Lead and provide direction during major incidents and critical service events
- Act as the senior operational escalation point for the Operations team
- Report operational performance, service risks, and improvement priorities to senior leadership
- Ensure all operational activity aligns with security, compliance, and regulatory requirements
Skills & Experience Required
- Strong experience leading IT Operations, Infrastructure, or Service Delivery functions
- Proven track record managing technical teams and building operational capability
- Solid understanding of networking, firewalls, virtualisation, Linux, Windows, MDM, and cloud services
- Experience implementing ITIL-aligned operational processes
- Strong background in service transition, operational readiness, and continual improvement
- Proven people leadership with the ability to build high-performing teams
- Strong organisational and prioritisation skills in fast-paced environments
Tools & Methodologies
- Strong working knowledge of ITIL-based service management
- Experience with ITSM and ticketing platforms
- Familiarity with monitoring, alerting, and reporting tooling
- Proficiency in Microsoft 365
Education & Qualifications
- Degree level or equivalent desirable but not essential
- ITIL Practitioner or equivalent experience strongly desirable
- Leadership or management training desirable
- Relevant technical certifications beneficial
Head of Systems Operations employer: IO Associates
Contact Detail:
IO Associates Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Systems Operations
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that Head of Systems Operations role.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your experience in IT operations and service delivery. When you get the chance to chat with potential employers, share specific examples of how you've led teams and improved processes.
✨Tip Number 3
Practice makes perfect! Before any interviews, do some mock sessions with friends or mentors. Focus on articulating your leadership style and how you’ve driven operational effectiveness in past roles. Confidence is key!
✨Tip Number 4
Don’t forget to apply through our website! We’re always on the lookout for talented individuals who align with our values. Make sure your application stands out by tailoring it to reflect your understanding of our mission in Defence and IT operations.
We think you need these skills to ace Head of Systems Operations
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Head of Systems Operations. Highlight your experience in IT operations and leadership, and don’t forget to mention any relevant certifications or training that align with our needs.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re the perfect fit for this role. Share specific examples of how you've built high-performing teams and improved operational processes in the past.
Showcase Your Technical Skills: We want to see your technical prowess! Make sure to include your experience with networking, cloud services, and ITIL processes. This will help us understand how you can contribute to our operations right from the get-go.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at IO Associates
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around IT operations, networking, and ITIL processes. Be ready to discuss your experience with managing teams and delivering operational excellence, as this role is all about leading a high-performing department.
✨Showcase Your Leadership Skills
Prepare examples of how you've built and developed teams in the past. Think about specific situations where you’ve conducted performance reviews or led major incidents. This will demonstrate your ability to lead and inspire others, which is crucial for this position.
✨Align with Their Values
Familiarise yourself with the company’s core values: Security, Experience, Teamwork, and Trust. During the interview, weave these values into your responses to show that you not only understand their culture but also embody it in your work ethic.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's operational challenges and future goals. This shows your genuine interest in the role and helps you gauge if the company is the right fit for you. Plus, it gives you a chance to demonstrate your strategic thinking.