Head of Technology Operations

I’m partnered with a leading UK charity, who are looking to hire a Head of Technology Operations to lead and improve their day-to-day technology operations function.

The organisation is currently going through a significant technology modernisation programme. This role will have a particular focus on strengthening the existing Technology Operations function, improving service performance and ensuring new technology can transition effectively into BAU.

The role will:

• Lead Technology Operations across Service Desk, end-user computing and application support
• Improve IT service management across incident, problem, change and major incident management
• Establish stronger SLAs, KPIs, service reporting and continual improvement
• Manage key technology suppliers and MSPs, ensuring performance and value for money
• Lead and develop an established Technology Operations team through a period of change
• Ensure new services transition successfully from transformation programmes into BAU
• Help shape the future Technology Operations operating model

Skills required:

• Strong leadership experience across Technology Operations, IT Operations or IT Service Management
• Proven experience improving an underperforming or immature technology operations function
• Strong knowledge of ITSM, including incident, problem, change and service performance management
• Experience managing third-party technology suppliers and managed service providers
• Strong people leadership and senior stakeholder management experience
• Experience with ServiceNow or another enterprise ITSM platform would be advantageous
• Charity or not-for-profit experience would be beneficial but is not essential

This would suit someone who has previously taken ownership of a Technology Operations function and delivered measurable improvements across people, process, suppliers and service performance, while working alongside a wider technology transformation.

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