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.
- 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
Head if IT Operations, IT Manager, Service Delivery Manager - Not for Profit. City of London, England
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Head If It Operations, It Manager, Service Delivery Manager - Not For Profit. in London employer: Page Personnel
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