Head of Technology Services

Pinnacle Group are looking for an experienced Head of Technology Services to join our Pinnacle Service Families division and to lead the delivery of day‑to‑day IT services across a large, complex and regulated environment. Operating through a hybrid model of third‑party providers and an internal team, you will ensure all core workplace technologies, infrastructure, applications and service ecosystems run smoothly, reliably and in line with agreed service standards. You will also provide leadership to a small technology team, ensuring seamless coordination with external partners. This is a highly visible leadership role that sits at the heart of service performance, supplier management, business change and continual improvement.

The ideal candidate will be an experienced technology leader with a proven track record in managing outsourced service providers, driving performance, and governing technology change portfolios within regulated or secure environments. You will bring excellent communication and stakeholder‑influencing skills, a strong understanding of service management principles and the ability to build consensus across complex stakeholder landscapes. A sound grasp of technology, security requirements and operational resilience is essential, alongside the capability to lead partners, guide a small team, coordinate business demand and deliver improvements through a low‑friction governance model. This is a remote role with national travel required; the successful candidate can be based anywhere in the UK. The postholder will be required to hold, or be able to obtain, Security Check clearance as part of the role requirements.

Key responsibilities will include:

• Ensure the efficient delivery of day‑to‑day IT services to the PSF business and its client user base (500 users).
• Operate and manage IT services through a hybrid model of third‑party providers and an internal team.
• Lead service management activities across outsourced contracts to ensure SLAs, KPIs and performance standards are consistently met.
• Drive performance measurement, reporting, compliance and continual improvement across all suppliers.
• Own and govern the portfolio of technology‑enabled business change and improvement projects, ensuring stakeholder engagement and robust stage‑gate approvals.
• Maintain a clear understanding of PSF’s role within the wider FDIS system landscape, including data flows and dependencies.
• Represent PSF in FDIS technical coordination forums to protect organisational interests.
• Build strong relationships with clients, internal stakeholders, suppliers and FDIS partners to support effective service delivery.
• Act as the primary business liaison for technology, translating business needs into clear requirements and prioritised demand for suppliers.
• Develop, maintain and deliver a strategic technology roadmap, including lifecycle (sunrise/sunset) planning and alignment with organisational priorities.
• Ensure high‑quality end‑user technology services (devices, tools, systems) with strong user satisfaction.
• Lead the internal technology support function responsible for laptop/phone provisioning and agreed data support activities, ensuring seamless interaction with suppliers.
• Ensure all operational sites have suitable infrastructure, capacity and network services maintained to required standards.
• Embed security and cyber requirements (“secure by design”) across services, projects, changes and transitions, and maintain readiness through DR/BCP testing and incident response.

Key requirements:

• Strong supplier, partner and outsourced‑provider management, with proven experience driving performance, coordinating business demand and delivering technology portfolios with governance and stage‑gate control.
• Expert service management capability, including service level control, incident and problem management, and ensuring operational resilience across complex, regulated environments.
• Deep understanding of IT continuity and resilience, including ownership of DR/BCP processes and the ability to maintain stable, secure and compliant technology operations.
• Skilled in technology change governance, lifecycle control and roadmap management, with experience running technology projects/programmes and delivering improvements through low‑friction governance models.
• Advanced business analysis and requirements definition, acting as a liaison between business needs and technology delivery, with the ability to influence, collaborate and build consensus across stakeholder groups.
• Strong security and compliance awareness, including knowledge of ISO27001, CE+, NIST and secure‑by‑design principles, and experience supporting audit, assurance and evidence‑based reviews in regulated environments.
• Broad technical understanding across IT services and solutions, including experience with SaaS/COTS delivery models (“buy and configure”) and operating in secure public or private sector environments.

Our offer: The more diverse our workforce, the better we can adapt to and reflect the needs of our customers. We welcome applications from all backgrounds – particularly from those who represent the communities we serve. As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development. We offer a wide range of benefits at Pinnacle Group, dependant on your role or business area, these range from additional leave packages to pension plans and discounts at your favourite retailers.

• Maternity/paternity packages
• Flexible Working Arrangements
• Life Assurance
• Enhanced Pension Scheme
• Additional Annual Leave
• Private Medical Insurance
• Cycle to Work Scheme
• Employee Assistance Programme
• Retail Discounts
• Childcare Assistance
• Season Ticket Loans
• Sick Pay Schemes
• Personal Development Plans
• Company Bonus