Head of IT & Telephony

Confidential Company; Manchester; Hybrid; GBP 75,000 - 90,000; Full time

Job summary

A forward-thinking organisation is seeking a Head of IT & Telephony to lead technology operations and ensure robust infrastructure. This role involves managing telephony platforms and IT infrastructure while driving digital transformation. The ideal candidate will have proven experience in IT leadership, expertise in cloud services, and strong project management skills. Remote work is possible, with regular travel to Basingstoke required. Salary ranges from 75k to 90k + bonus and benefits.

Qualifications

• Proven experience in a senior IT leadership role.
• Expertise in managing telephony platforms including VoIP and SIP.
• Strong knowledge of cloud services such as Azure and AWS.

Responsibilities

• Own the architecture, resilience, and availability of the telephony platform.
• Lead and develop the IT & Telephony team.
• Oversee design, management, and optimization of IT infrastructure.

Skills

IT leadership

Telephony platforms management

Networking knowledge

Cloud services expertise

Cybersecurity best practices

Project management

Stakeholder engagement

Job description

Our business is a forward-thinking organisation dedicated to delivering exceptional service and continuous innovation for our business clients. As we scale, we are seeking a dynamic Head of IT & Telephony to lead our technology operations and ensure our infrastructure is robust, secure, and positioned for the future growth we anticipate.

Role

Head of IT & Telephony

Salary : 75 – 90k + bonus + bens

Location

While this is a remote role, regular travel to the companies office in Basingstoke will be required

We are seeking an individual who has worked within a business who have customer contact centre operations.

The Role

As the Head of IT & Telephony, you will drive the strategic direction of our IT, telephony, and communications systems. You’ll be responsible for ensuring our technology environment supports business growth, enhances productivity, and maintains world-class reliability.

You will lead a talented team while working closely with senior leadership to shape long-term technology strategy.

Key Responsibilities

• Own the architecture, resilience, and availability of our telephony platform.
• Lead and develop the IT & Telephony team, ensuring high performance and strong service delivery.
• Oversee the design, management, and optimisation of IT infrastructure, networks, and cloud environments (Azure / AWS)
• Manage all call routing, IVR systems, and queue management to ensure accurate, efficient, and immediate call handling.
• Develop and execute a long-term technology strategy that aligns with the company's growth, efficiency, and service quality goals, with a strong emphasis on leveraging AI to create competitive advantage.
• Manage cybersecurity posture, compliance, and risk mitigation across the organisation.
• Drive digital transformation and implement new technologies that enhance operational efficiency.
• Oversee IT budgets, vendor relationships, and technology procurement.
• Ensure swift and effective resolution of incidents, problems, and service requests.
• Create and maintain IT policies, disaster recovery plans, and technical documentation.

About You

You’re a strategic, hands‑on technology leader with a track record of delivering reliable IT services in a fast‑paced environment. You combine strong technical expertise with excellent communication and leadership skills.

Essential Skills & Experience

• Proven experience in a senior IT leadership role and experience
• Expertise in managing telephony platforms (VoIP, SIP, cloud contact centre solutions).
• Strong knowledge of networking, cloud services (e.g., Microsoft 365, Azure, AWS), and cybersecurity best practices.
• Experience leading and developing cross‑functional technical teams.
• Strong project management and stakeholder engagement abilities.
• Ability to balance strategic planning with hands‑on problem solving.