Director of Digital & IT Operations

Notting Hill Genesis; Greater London; On-site; GBP 110,000 - 150,000; Full time

Benefits offered by this job

Annual leave & flex

Parental pay enhancements

Employee assistance

Staff discounts

Season ticket loans

Cycle to work

Job summary

Notting Hill Genesis is seeking an exceptional Operations Director – Digital & IT Operations to lead reliable, resilient technology services across the organisation, serving over 170,000 residents in London. This is a leadership role shaping the digital estate and driving transformational outcomes.

You will own live digital and IT services, oversee ITSM and risk, and report to the CIO, influencing executive strategy and delivering measurable improvements in service delivery and user experience

Qualifications

• Significant senior leadership experience with organisation-wide accountability for Digital and IT Operations in a large, complex, regulated environment.
• Proven track record leading enterprise-scale service operations and operational resilience.
• Deep understanding of ITSM, operational risk, resilience and assurance frameworks.
• Experience leading large multidisciplinary teams through multiple layers of management.
• Strong commercial acumen managing strategic suppliers and outsourced providers.
• Excellent stakeholder management, able to influence at Executive and Board level.
• Advanced digital/technology literacy across infrastructure, platforms and service delivery.
• Strong analytical and decision-making skills under pressure.

Responsibilities

• Ensure technology services are trusted by staff and residents, delivering stability, resilience and performance.
• Report into the Chief Information Officer (or equivalent executive lead).
• Lead enterprise-wide digital operations across platforms, infrastructure, workplace technology and service management.
• Embed operational excellence, reduce service disruption, strengthen resilience and improve user experience.
• Provide assurance to the Executive Team and Board that digital services remain secure and dependable.
• Lead organisation-wide digital and IT service operations, delivered safely and in line with regulatory expectations.
• Embed enterprise-scale ITIL-aligned service management practices with clear ownership and governance.
• Drive operational performance across infrastructure, cloud platforms, applications and end-user services.
• Develop and maintain enterprise resilience and disaster recovery capabilities.
• Establish clear operational risk tolerances and escalation frameworks.
• Deliver executive-level assurance through reporting and trend analysis.
• Lead continuous improvement to reduce service failures and remove workarounds.
• Drive supplier performance and value for money.
• Foster a high-performing culture of accountability and collaboration.

Skills

Senior leadership

IT operations

Regulated environment

Stakeholder management

Digital literacy

Analytical decision-making

Tools

ITIL

Service management

Job description

Notting Hill Genesis is seeking an exceptional Operations Director – Digital & IT Operations to lead reliable, resilient technology services across the organisation, serving over 170,000 residents in London. This is a leadership role shaping the digital estate and driving transformational outcomes.

You will own live digital and IT services, oversee ITSM and risk, and report to the CIO, influencing executive strategy and delivering measurable improvements in service delivery and user experience