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.