IT Operations Manager

An exciting leadership opportunity for an experienced Technology Operations professional to take ownership of business-as-usual IT services within a complex organisation. This role is responsible for service management, end-user services, application support, supplier performance, operational resilience and continual improvement, ensuring technology services remain reliable, accessible and aligned to organisational objectives.

Client Details

This organisation operates in the not-for-profit sector and is based in London.

Description

• Lead the day-to-day delivery of technology operations, ensuring high-quality and accessible IT services.
• Own and develop the IT service management framework, including incident, request, problem, change, knowledge and configuration management processes.
• Define and manage service level agreements (SLAs), operational level agreements (OLAs), service catalogues and performance metrics.
• Lead major incident management, ensuring effective coordination, communication, service restoration and post-incident reviews.
• Oversee application support services, including support models, documentation, release coordination and supplier escalation routes.
• Drive continual service improvement using service data, trend analysis and user feedback.
• Manage demand, capacity, availability, continuity and operational resilience across technology services.
• Ensure new and changed services transition successfully into live support through robust service readiness processes.
• Lead strategic supplier and vendor relationships, including service reviews, contract governance and performance management.
• Develop and coach a multidisciplinary team, fostering a high-performance service culture.
• Build strong relationships with stakeholders across the organisation, providing operational assurance, advice and escalation where required.
• Contribute to technology strategy, operating model development and modernisation initiatives.
• Deputise for the Director of Digital, Data and Technology when required.

Profile

A successful IT Operations Manager should have:

• Significant leadership experience within IT Operations, Technology Service Management or Service Delivery.
• Extensive knowledge of IT service management principles and best practice frameworks.
• Proven experience establishing, improving and governing service management processes at scale.
• Experience managing service catalogues, SLAs, operational KPIs and continual service improvement programmes.
• Demonstrable experience leading multidisciplinary teams, including technical specialists, managers and third‑party suppliers.
• Strong supplier and vendor management experience, including contract governance and performance management.
• Excellent stakeholder management and influencing skills, with experience engaging senior leaders and business stakeholders.
• Financial management experience including budgeting, forecasting and cost control.

Desirable

• ITIL 4 certification or equivalent service management qualification.
• Experience within charity, public sector, regulated or similarly complex environments.
• Experience with modern ITSM platforms such as ServiceNow.
• Knowledge of automation, self-service and knowledge‑centred support practices.
• Experience working within a Microsoft‑centric technology environment.

Job Offer

• A permanent position in the not-for-profit sector, based in London but the role is remote.
• Salary between £70,000 and £80,000 per annum, dependent on the level of experience.
• Additional benefits to support your role.

People are at the heart of Michael Page. We are committed to creating an inclusive environment. As an inclusive recruiter we welcome applications from people of all backgrounds, identities and experiences. If you require any adjustments or accommodations during the recruitment process, we'll work with you to ensure you can perform at your best.

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