Head of Technology Operations

Nominet; Oxford; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Early Finish Friday – 34-hour working,

30 days annual leave + bank holidays

Private healthcare + EAP

Pension scheme matched to 7%

Electric vehicle scheme with on-site

Rewards platform with discounts

Medicash discounts on healthcare

Annual company bonus

Job summary

Nominet is seeking a Head of Technology Operations to lead the new function integrating ITSM, workplace technology and infrastructure. You will design the operating model, govern service delivery and drive cost visibility while keeping critical day-to-day services running.

You’ll build a high-performing team, establish clear metrics and governance, and partner with senior stakeholders across the business to deliver resilient technology services in a hybrid UK environment.

Qualifications

• Leadership across technology operations and ITSM.
• Experience leading multi-disciplinary teams.
• Practical ITIL-based service management knowledge.
• Familiarity with ISO 27001/20000.
• Ability to influence senior stakeholders with evidence.
• Experience building and developing teams.

Responsibilities

• Establish and lead the Technology Operations function with clear operating model.
• Translate strategy into operational priorities and service standards.
• Own incident, change, problem and request management including major incidents.
• Improve service management maturity and ITIL 4 alignment.
• Oversee internal support, workplace technology, service desk, devices lifecycle.
• Strengthen asset and configuration management and CMDB visibility.
• Oversee risk reporting, budgeting, supplier performance and contracts.
• Define operational metrics for quality, resilience and customer experience.
• Lead the Technology Operations team and senior stakeholder relationships.
• Mobilise and improve the function; manage on-call arrangements.

Skills

Leadership

IT service management

Incident management

Change management

ISO standards familiarity

Stakeholder engagement

Team building

Job description

Select how often (in days) to receive an alert: Create Alert

Location:Hybrid, with a minimum of 20% in the Oxford office per month

About Us:

We’re Nominet – a world-leading domain name registry operating at the heart of the UK internet. While we're best known for running .UK domains, our DNS expertise also underpins critical internet infrastructure that government services, including the NHS, rely on.

As a public benefit company, our work has a positive impact on society. We’ve donated millions to projects that use technology to improve people’s lives and have committed to delivering £60m worth of support over the next three years.

The Role:

We’re bringing IT Service Management, internal support, workplace technology and technology administration into one Technology Operations function. As Head of Technology Operations, you’ll build and lead that function, improving service quality, operational control and cost visibility while reducing friction for engineering teams.

You’ll own the operating model, service management governance, workplace technology, asset and configuration management, operational risk, suppliers and technology financial reporting. An early priority will be putting the foundations in place: clear ITSM processes, service levels, CMDB and risk management, stronger supplier and budget controls, and a consistent approach to performance and governance.

This role suits someone who can build better systems while keeping critical day-to-day services running.

What You'll Be Doing:

• Establish and lead the Technology Operations function, creating a clear operating model, accountabilities and ways of working.
• Translate Technology strategy into operational priorities, service standards and measurable outcomes.
• Own the effectiveness of incident, change, problem and request management, including major incident governance and escalation.
• Improve service management maturity, supporting alignment with ITIL 4 and relevant ISO standards.
• Oversee internal support and workplace technology services, including service desk performance, device lifecycle, endpoint management and joiner/mover/leaver processes.
• Strengthen asset and configuration management, including CMDB effectiveness and lifecycle visibility.
• Own operational risk reporting and ensure risks are clearly assessed, assigned and managed.
• Provide oversight of Technology budgets, forecasting, supplier performance, contracts and cost control.
• Define meaningful operational measures covering service quality, resilience, risk, customer experience, supplier performance and financial control.
• Lead and develop the Technology Operations team, setting clear expectations around accountability, collaboration and continuous improvement.
• Build strong relationships across Technology and the wider organisation, providing clear advice and escalation to senior stakeholders.
• Lead the phased mobilisation and ongoing improvement of the function.
• Lead and improve on-call arrangements, ensuring they support service resilience while balancing operational need, employee wellbeing and cost.

About You:

• Leadership experience across technology operations, IT service management, infrastructure operations, workplace technology or service delivery.
• Experience leading multi-disciplinary teams and bringing structure to complex operational environments.
• Practical knowledge of ITIL-based service management, including incident, change, problem and request management.
• Experience leading major incidents and making clear decisions when services are under pressure.
• Experience improving operational governance, service measures, escalation routes and reporting.
• Working knowledge of ISO 27001 and ISO 20000, including supporting controls, audits or improvement activity.
• Understanding of asset management, configuration management, CMDB principles and workplace technology.
• Commercial and financial experience covering technology budgets, suppliers, contracts and forecasting.
• Ability to use operational data to identify issues, make decisions and demonstrate service performance.
• Experience leading, coaching and developing teams.
• Ability to influence senior stakeholders with clear reasoning and evidence.
• Comfortable building new capability while maintaining critical day-to-day services.

Nice to have:

• Experience working with ITIL 4, ISO 20000, ISO 27001 or similar operational and assurance frameworks.
• Experience establishing or materially reshaping a Technology Operations function.
• Experience in a complex, regulated or high-availability environment.
• Experience using service management, endpoint, asset, reporting or automation tools to improve control and reduce manual effort.

What to expect next:

1st stage: Introduction call with a member of the TA team (30-45 mins)

2nd stage: Hiring manager interview (60 mins)

• 3rd stage: Onsite interview & psychometric assessment (60 mins, Oxford)

Our Values:

• We Make Things Happen
• We Pull Together
• We Bring A Positive Mindset
• We Keep It Simple

Our people make things happen, but our values are our compass as a company, guiding our day-to-day work and building our culture. They reflect that we're strongest when we're proactive and pull together, while underlining the importance of a "glass half full" mindset and aiming to keep things simple for success.

What We Offer:

• Early Finish Friday – 34-hour working week with full-time pay (finish at midday on Friday)
• 30 days annual leave plus bank holidays, with the option to buy an additional 5 days
• Bupa private healthcare + Employee Assistance Programme
• Pension scheme matched to 7%
• Electric vehicle scheme with on-site charging points
• Rewards platform with discounts at hundreds of retailers and restaurants
• Medicash discounts on routine healthcare including optical and dental
• Annual company bonus

Diversity Statement:

We're passionate about creating a workplace where every individual is valued, respected, and empowered. Somewhere we can benefit from all forms of diversity and discover the true value in our differences. If there are any adjustments we could make to the recruitment and selection process to support you, please let us know.

Security Statement:

Nominet is committed to the safeguarding and welfare of the internet and expects all employees and volunteers to share this commitment by participating in the relevant security and screening processes. All roles working for Nominet will be subject to a Baseline Personnel Security Standard (BPSS) check. Some roles, due to the nature of their work, will require additional security clearance.

Please note that Nominet is unable to provide visa sponsorship or relocation support for this position.