Head of Technology Operations & Service Delivery

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

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.