Head of IT Service & Operations

JR United Kingdom; Newcastle upon Tyne; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading company in the gaming and lottery sector is seeking a Head of IT Service & Operations to lead their IT Service, Operations & Security team. This role involves managing client-facing production services, ensuring the delivery of high-quality IT solutions while fostering a collaborative and innovative work environment.

Benefits

23 days holiday, plus all bank holidays

Annual Performance Bonus

Hybrid Working

5% employer contribution pension

Employee Assistance Programme

Relevant individual training budget

Generous refer a friend scheme

Qualifications

• Highly motivated self-starter with achievement orientation.
• Strong experience in managing complex client-facing products.
• Experience in leading IT audits and ensuring regulatory compliance.

Responsibilities

• Lead the ITOPs team at mkodo, conducting performance reviews and coaching.
• Act as the primary escalation point for P1/P2 incidents.
• Develop and deliver the IT Service & Operations strategy aligning with business objectives.

Skills

Leadership

Customer-oriented

Strong communication

Commercial focus

Problem solving

Education

Relevant IT qualifications

Job description

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Head of IT Service & Operations, newcastle-upon-tyne, tyne and wear

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Client:

mkodo

Location:

newcastle-upon-tyne, tyne and wear, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

2

Posted:

04.06.2025

Expiry Date:

19.07.2025

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Job Description:

Role: Head of IT Service & Operations

Location: Newcastle or London – Hybrid Office & Home (office based minimum 2 days a week)

Who Are We?

mkodo builds world class apps, middleware and digital products in the global lottery, betting, and gaming space.

We have an open, supportive, dynamic culture where talented people are trusted to contribute to the team and company by carrying out their roles in a professional, collaborative, and skilled manner. We value the expertise of our team members and offer opportunities for personal development and career progression within the company.

Acquired in February 2020, by Pollard Banknote Limited (PBL), a major supplier to the global lottery industries, brought mkodo strong financial security, access to resources and clients at a global level.

About the role:

Reporting to the Director of Technology & Engineering, the Head of IT Service & Operations will lead the mkodo IT Service, Operations & Security team (ITOPs), being a part of the Technology & Engineering Leadership Team, and a member of the wider mkodo Senior Leadership Team.

The role requires a high level of organisation from an individual who is consistent and leads by example, demonstrating creativity, perseverance, and vision. Attention to detail, influencing skills, a focus on quality, and a coaching style are key to success in this role. They are expected to project a positive, constructive, and approachable manner, and carry out tasks with fairness and integrity.

The role holder must be commercially focused, a strong communicator, customer-oriented, and committed to developing quality service that provides mkodo with a competitive advantage.

The Head of IT Service & Operations will be a highly motivated self-starter who is achievement oriented.

This is a proactive role requiring delivery in a fast-paced, evolving environment under commercial

pressure, with strong collaboration and leadership across multiple domains and disciplines.

This is a critical role at mkodo, responsible for managing the customer-facing side of production

services—ensuring availability, handling deployments, enhancements, and upgrades, and keeping

clients informed about service interruptions. The role has full responsibility for executing client-facing services. Strong experience in managing complex client facing Product and internal IT services is essential, as this role will be the escalation point for the client & team when intervention is needed.

Main responsibilities are:

• Lead the ITOPs team at mkodo, conducting performance reviews, coaching, and fostering a

strong customer-focused mindset.

• Act as the primary escalation point for P1/P2 incidents, managing IT service escalations from

both internal stakeholders and clients.

• Maintain and monitor SLAs with clients, or the Product team in the case of GeoLocs, ensuring

obligations are met and generating internal/external reports.

• Develop and deliver the IT Service & Operations strategy, ensuring alignment with business

objectives, while also managing the budget, tracking, forecasting, and reporting.

• Oversee internal IT operations (networks, communication systems, O365, laptops,

conferencing tools) and forecast software and service licensing requirements for future

growth.

• Monitor service desk operations, ensuring tickets are resolved within SLA, collaborating with

Engineering and QA teams.

• Ensure IT services are scalable, reliable, and aligned with future business growth through

continuous improvement, innovation, and effective management of security practices via the IT Security Manager.

• Lead information security initiatives across the business to support regulatory compliance and
• Deliver cost-effective IT solutions, manage supplier relationships, evaluate services and

contracts, and oversee change initiatives.

• Manage IT vendor relationships, ensuring contracts are current, effective, and cost-efficient.
• Approve and oversee production deployments, ensuring proper release documentation and
• Oversee infrastructure with a focus on cloud readiness, supporting enhancements and new

deployments.

• Lead service improvement initiatives and IT projects, including third-party system

implementations (e.g., HR, Finance).

• Track service performance using relevant metrics, KPIs, and reporting to stakeholders internally

and externally.

• Promote Agile methodologies and improve the Starters/Movers/Leavers process, aiming for

automation and efficiency.

• As a member of the Senior Leadership Team, contribute to the strategy, and help deliver it

throughout mkodo, role modelling our values with a focus on Tech & Eng and the ITOPs team.

• Lead IT audit requirements, ensuring regulatory compliance and addressing IT risks through

identification, resolution, and mitigation.

Check out the full details, including day-to-day duties and responsibilities on our website: mkodo careers

Key Performance Measures:

• Highly engaged and motivated expert team, dedicated to delivering exceptional products and

services that exceed client expectations and enhance customer experiences.

• Achieve high customer/client satisfaction, with minimal escalations to the Director of Tech & Eng. regarding service, reflecting our commitment to proactive issue resolution and strong client relationships.
• Ensure the confidentiality, availability, operability, security, and integrity of all IT services,

safeguarding client data and ensuring reliable, uninterrupted service.

• Ensure that mkodo colleagues’ and client feedback are represented in new IT service plans,

aligning products with customer needs.

• Deliver new IT services on time, on budget, and within scope, with a focus on solutions that

address client pain points and enhance the customer experience.

• Ensure existing IT services are delivered on budget and within scope, continuously improving to meet clients’ evolving needs.
• Maintain compliance with ISO27001, reinforcing client trust by meeting regulatory expectations for security and data protection.
• Provide cost-effective IT services by continually assessing the technical domain to ensure our

solutions remain viable and aligned with client expectations.

?What’s in it for you?

?Annual Leave – 23 days holiday, plus all bank holidays, increasing by 1 day per year of service, after 3 years (up to 29 days), Birthday Day-Off, Extra day-off over Christmas, Annual volunteer day.

?Recognition & Rewards - Annual Performance Bonus and Profit Share Scheme, Tech Loan, Length of Service rewards – 5 & 10 year clubs!

?Hybrid Working (2-4 days per month office-based minimum) either in our London or Newcastle office;

?Group Income Protection

?Salary Sacrifice Pension, with 5% employer contribution match

??Health & Wellbeing - Employee Assistance Programme, 24/7 Smart Health GP Access, Cycle to Work scheme, Bi-Annual Health Check, Digital Nomad policy – allowing you to work from anywhere for 4 weeks per year.

?Growth and Development – Relevant individual training budget and the opportunity to grow within a dynamic and supportive team.

?Generous refer a friend scheme.

Plus lots more! Read our full list of benefits.

?If this is the opportunity you have been waiting for, to work in a fast-paced company with innovative products and cutting-edge technology, please apply by Tuesday 10th of June.

?The candidates must be eligible to work in the UK as no visa sponsorship can be provided.