Head of Service Management & Operations

Searchability®; Greater London; Hybrid; GBP 160,000 - 209,000; Full time

Benefits offered by this job

Hybrid working

Free parking

Onsite gym

Subsidised canteen

Job summary

Searchability is seeking an experienced Interim Head of Service Management & Operations to lead a major technology transformation in London. The role combines hands-on leadership with strategic governance across IT infrastructure, cloud, networks, applications and service management.

The incumbent will work closely with senior technology leadership and external partners to deliver tangible improvements within a complex environment.

Qualifications

• Senior interim leadership experience in technology environments.
• Proven track record of improving IT operations and service management.
• Strong governance, controls and performance measurement capabilities.
• Deep knowledge of ITIL/ITSM and related processes.
• Experience leading large teams and managing external partners.

Responsibilities

• Lead Technology Operations across infrastructure, cloud, networks, applications and data platforms.
• Improve IT Service Management processes (Incident, Problem, Change, Release, SLA).
• Establish stronger governance, reporting and performance measures.
• Improve service availability, resilience and major incident management.
• Oversee Service Desk and end-user support across locations.
• Strengthen security, vulnerability management, and access controls.
• Drive automation, efficiency improvements and cost optimisation.
• Manage third-party technology suppliers and ensure service delivery.

Skills

Head of IT Operations

Head of Technology Operations

ITSM

ITIL

Infrastructure

Cloud

Networks

Service Management

Incident

Problem

Change

Release

Service Level Management

Operational Resilience

Cyber Security

Leadership

Job description

HEAD OF SERVICE MANAGEMENT & OPERATIONS – LONDON (HYBRID)

• Senior interim leadership opportunity within a major UK organisation undergoing significant technology transformation
• Circa £1,000 per day (DOE), initial 6-month contract with potential extension to 12 months
• Lead improvements across IT Infrastructure, Cloud, Networks, Applications and Service Management

ABOUT THE CLIENT

We're supporting a major UK organisation embarking on a significant programme of technology modernisation and operational improvement.

Following a period of underinvestment in technology, the business is looking to strengthen its operational capabilities, improve service reliability and establish more effective governance and processes across its technology estate.

They're now looking for an experienced Interim Head of Service Management & Operations who can hit the ground running, take ownership of a complex environment and deliver tangible improvements quickly.

THE BENEFITS

• Initial 6-month contract with potential extension
• Opportunity to lead meaningful technology transformation
• High-profile leadership position with significant influence
• Hybrid working – approximately 3–4 days onsite
• Free parking, onsite gym and subsidised canteen

THE HEAD OF SERVICE MANAGEMENT & OPERATIONS ROLE

This is a pivotal interim appointment, taking responsibility for the reliability, performance and continuous improvement of business-critical technology services.

You'll oversee a broad technology operations function covering infrastructure, networks, cloud, applications, data platforms, end‑user support and service management.

The organisation needs someone who has previously stepped into challenging technology environments, identified where improvements are required and implemented practical changes that deliver measurable results.

Working closely with senior technology leadership, engineering teams and external suppliers, you'll strengthen operational resilience, improve service management practices and support wider business transformation.

Key responsibilities include:

• Leading Technology Operations across infrastructure, cloud, networks, applications and data platforms
• Improving IT Service Management processes, including Incident, Problem, Change, Release and Service Level Management
• Establishing stronger operational governance, controls, reporting and performance measures
• Improving service availability, resilience and major incident management
• Overseeing Service Desk, end‑user support and technology services across multiple locations
• Strengthening operational security, vulnerability management and identity and access controls
• Improving service transition, operational readiness and deployment practices
• Identifying opportunities for automation, efficiency improvements and cost optimisation
• Managing third‑party technology suppliers and ensuring effective service delivery
• Leading and developing a multidisciplinary technology operations function

HEAD OF SERVICE MANAGEMENT & OPERATIONS ESSENTIAL SKILLS

We're particularly interested in speaking with experienced interim technology leaders who can demonstrate:

• Previous experience as a Head of IT Operations, Head of Technology Operations, Head of Service Delivery or similar
• Strong technical background across IT Infrastructure, Networking, Cloud, Applications and Service Management
• Proven experience improving or transforming underperforming technology operations functions
• Strong knowledge of ITIL, ITSM, Incident, Problem, Change, Release and Service Level Management
• Experience managing complex, business-critical technology environments
• Ability to establish effective governance, operational controls and measurable service improvements
• Strong understanding of operational resilience, security operations and technology risk
• Experience leading sizeable teams and managing external technology partners
• Pragmatic, hands‑on leadership style with the ability to deliver improvements quickly

Experience within retail, e‑commerce, multi‑site operations or another complex customer‑facing environment would be advantageous, although retail experience is not essential.

This role would suit an established interim leader who enjoys solving problems, delivering improvements and leaving a technology function in a considerably stronger position.

KEY SKILLS

Head of IT Operations, Head of Technology Operations, IT Service Management, ITSM, ITIL, Infrastructure, Cloud, Networking, Service Delivery, Incident Management, Problem Management, Change Management, Release Management, Service Transition, Operational Resilience, IT Transformation, Cyber Security, IT Leadership