Head of Technology Operations

Understanding Recruitment NFP; Greater London; On-site; GBP 90,000 - 130,000; Full time

Job summary

Understanding Recruitment NFP is partnering with a leading UK charity to recruit a Head of Technology Operations. The role focuses on strengthening the Technology Operations function during a major modernisation programme and ensuring new services transition smoothly into BAU.

You will lead service desk, end-user computing and application support, driving improvements in ITSM, SLAs and reporting while managing key suppliers and guiding the team through change.

Qualifications

• Experience leading Technology Operations across service desk and end-user computing.
• Proven ability to improve IT service management across incidents, problems, changes.
• Experience managing third-party technology suppliers and MSPs.
• Strong senior stakeholder management experience.
• Experience with ServiceNow or similar ITSM platform advantageous.
• Not-for-profit experience beneficial but not essential.

Responsibilities

• Lead Technology Operations across Service Desk, end-user computing and application support.
• Improve ITSM across incident, problem, change and major incident management.
• Establish stronger SLAs, KPIs, service reporting and continual improvement.
• Manage technology suppliers and MSPs, ensuring performance and value for money.
• Lead and develop an established Technology Operations team through a period of change.
• Ensure new services transition successfully from transformation programmes into BAU.
• Help shape the future Technology Operations operating model.

Skills

Leadership

IT Operations

ITSM

Stakeholder management

Supplier management

Tools

ServiceNow

Job description

I’m partnered with a leading UK charity, who are looking to hire a Head of Technology Operations to lead and improve their day-to-day technology operations function.

The organisation is currently going through a significant technology modernisation programme. This role will have a particular focus on strengthening the existing Technology Operations function, improving service performance and ensuring new technology can transition effectively into BAU.

The role will:

• Lead Technology Operations across Service Desk, end-user computing and application support


• Improve IT service management across incident, problem, change and major incident management


• Establish stronger SLAs, KPIs, service reporting and continual improvement


• Manage key technology suppliers and MSPs, ensuring performance and value for money


• Lead and develop an established Technology Operations team through a period of change


• Ensure new services transition successfully from transformation programmes into BAU


• Help shape the future Technology Operations operating model

Skills required:

• Strong leadership experience across Technology Operations, IT Operations or IT Service Management


• Proven experience improving an underperforming or immature technology operations function


• Strong knowledge of ITSM, including incident, problem, change and service performance management


• Experience managing third-party technology suppliers and managed service providers


• Strong people leadership and senior stakeholder management experience


• Experience with ServiceNow or another enterprise ITSM platform would be advantageous


• Charity or not-for-profit experience would be beneficial but is not essential

This would suit someone who has previously taken ownership of a Technology Operations function and delivered measurable improvements across people, process, suppliers and service performance, while working alongside a wider technology transformation.