Head of Technology Operations

NewDay Technology Limited; Greater London; On-site; GBP 120,000 - 170,000; Full time

Job summary

NewDay Technology Limited is seeking a Head of Technology Operations to own services, teams and experiences supporting colleagues, partners and customers. This senior role reports to the Director of Technology Enablement and shapes operational strategy, governance and performance.

You will lead a diverse team responsible for service delivery, application support, workplace technology, and major incident response, driving proactive, data-driven improvements across the technology estate.

Qualifications

• Significant experience leading Technology Operations in a complex environment.
• Strong knowledge of ITIL-based service management and incident handling.
• Experience running service desks and operational support teams.
• Experience in Financial Services or regulated environments is a plus.

Responsibilities

• Lead Technology Operations across applications, workplace tech, service management and support.
• Create a flawless support experience for colleagues and partners through high-performing teams.
• Drive availability, performance and resilience of the technology estate.
• Lead major incident management with calm, clear communication during outages.

Skills

ITIL

Leadership

Stakeholder mgmt

Service Delivery

Incident Management

Tools

ServiceNow

Job description

At NewDay, technology is at the heart of delivering better financial futures for millions of customers. We're looking for a Head of Technology Operations to take ownership of the services, teams and technology experiences that support our colleagues, partners and customers every day. This is a newly created leadership role with significant visibility and impact. Reporting directly to our Director of Technology Enablement, you'll shape the future of Technology Operations, leading a diverse team responsible for service delivery, application support, workplace technology, service management and major incident response. You'll play a pivotal role in ensuring our technology services are resilient, reliable and continuously improving, whilst helping create an environment where teams can do their best work and customers receive the service they expect.

Why this role matters

This is more than keeping the lights on. You'll own the evolution of NewDay's operational capabilities, moving the organisation from reactive support towards proactive, data-driven service excellence. You'll influence technology strategy, partner with senior leaders across Technology and the wider business, and build a modern operational function that enables growth, innovation and resilience. If you're a people-focused technology leader who enjoys solving complex challenges, developing high-performing teams and creating outstanding service experiences, we'd love to hear from you.

What you'll be doing

• Leading Technology Operations across business applications, workplace technology, service management and support functions.
• Creating a flawless support experience for colleagues and commercial partners through high-performing service desk and operational teams.
• Driving service availability, performance and operational resilience across NewDay's technology estate.
• Leading major incident management, ensuring calm, effective leadership and clear communication when it matters most.
• Using data and insight to continuously improve service quality, customer experience and operational performance.
• Partnering closely with Engineering, Architecture, Infrastructure, Security and Change teams to deliver a joined-up technology service.
• Developing, coaching and empowering diverse teams and strategic partners to achieve their full potential.
• Providing trusted leadership and operational insight to senior stakeholders, governance forums and executive audiences.

We're particularly interested in hearing from leaders who bring:

• Significant experience leading Technology Operations, IT Service Management, IT Operations or Service Delivery functions within a complex environment.
• Strong knowledge of ITIL-based service management, including incident, problem, change and request management.
• Experience leading service desks, operational support teams and managed service providers.
• A track record of improving service performance, customer experience and operational resilience.
• Experience supporting business-critical applications and overseeing the transition of technology into live service.
• Strong stakeholder management skills and the ability to build trusted relationships across technical and non-technical audiences.
• A collaborative leadership style that develops people, fosters accountability and creates an inclusive culture where teams can thrive.
• Experience within Financial Services, Payments, Cards or another regulated environment would be beneficial, but isn't essential.

Why join NewDay?

At NewDay, we're building a culture where talented people can do meaningful work, grow their careers and bring their whole selves to work. You'll join a business where:

• Your ideas and expertise will directly influence the future of Technology Operations.
• You'll work alongside experienced, supportive leaders across Technology and Security.
• Development, growth and continuous improvement are genuinely encouraged.
• Inclusion, collaboration and wellbeing matter.
• You'll have the opportunity to make a visible impact in a business that serves millions of customers.

At NewDay, we value all types of diversity. We’re an equal opportunity employer and believe that our differences create a vibrant, authentic working culture. We want all our colleagues to feel able to bring their whole selves to work. We don’t discriminate on the basis of protected characteristics or identities. We make sure that every job is crafted to be inclusive and that people with disabilities or caring responsibilities can take part in the application and interview process. Tell us if you need accommodations: We’ll put reasonable adjustments in place to support you. We work with Textio to make our job design and hiring inclusive.

Permanent We help people move forward with credit and help our colleagues to move their careers forward too. Through innovative consumer credit and embedded finance products powered by groundbreaking technology, we deliver over 300 million transactions every year. Our brands include Aqua, Marbles, Fluid, Bip and NewPay. We partner with leading brands such as AO, Argos, Boohoo, John Lewis and Lloyds Bank. Over 5 million UK customers are supported by our award-winning customer service.