Operations Director - Digital and IT Operations

NOTTING HILL GENESIS; Greater London; On-site; GBP 140,000 - 200,000; Full time

Benefits offered by this job

Excellent annual leave

Generous pension

Health cash plan

Staff discounts

Cycle to work

Life Assurance x4

Job summary

Notting Hill Genesis is seeking an exceptional Operations Director for Digital & IT Operations to own and optimise the live digital services across the organisation. You will lead enterprise-wide digital operations, ensure stability and resilience, and align technology delivery with NHG's strategic ambitions.

You will report to the CIO, drive service management excellence, and influence executive-level decisions while building a high-performing culture focused on customer outcomes and continuous

Qualifications

• Significant senior leadership experience with organisation-wide accountability for Digital and IT Operations in a large, regulated environment.
• Proven track record leading enterprise-scale service operations, recovery and resilience.
• Deep understanding of ITSM, operational risk, resilience and assurance frameworks.
• Experience leading large multidisciplinary teams through multiple layers of management.
• Strong commercial acumen with experience managing strategic suppliers and outsourced service providers.
• Demonstrable experience balancing operational performance, cost, risk and customer outcomes.
• Excellent stakeholder management at Executive and Board level.

Responsibilities

• Lead organisation-wide digital and IT service operations to deliver safe, reliable services.
• Embed ITIL-aligned service management with clear ownership, accountability and governance.
• Drive performance across infrastructure, cloud platforms, applications and end-user services.
• Develop enterprise resilience and disaster recovery capabilities with tested plans.
• Establish operational risk tolerances and escalation frameworks.

Skills

Digital operations

ITSM

Enterprise resilience

Stakeholder management

Supplier management

Education

Senior leadership qualification or equivalent

Professional qualification in service management or risk

Job description

Job Introduction

At Notting Hill Genesis, we're transforming the way we serve over 170,000 residents across London. Technology is at the heart of that transformation.

We're looking for an exceptional Operations Director - Digital & IT Operations to lead the delivery of reliable, resilient and customer‑focused technology services across the organisation. This is a rare opportunity to take ownership of a complex digital estate, influence organisational strategy at executive level, and directly impact the experience of thousands of residents and colleagues every day.

This is not simply an IT operations role. It's a leadership position where you'll shape operational excellence, drive resilience, strengthen service reliability and build the foundations that enable our ambitious digital vision to become reality.

What you'll do

As the Operations Director - Digital & IT Operations, you will be the single accountable executive responsible for the safe, reliable and continuously improving operation of all live digital and IT services across Notting Hill Genesis. You will ensure that our technology services are trusted by staff and residents, delivering stability, resilience and performance across a complex operational environment.

Reporting into the Chief Information Officer (or equivalent executive lead), you will lead enterprise‑wide digital operations, ensuring our platforms, infrastructure, workplace technology and service management functions operate effectively and support NHG's strategic ambitions.

You will be responsible for embedding operational excellence, reducing service disruption, strengthening resilience, improving user experience and ensuring operational risks are proactively managed and escalated. As a key member of the Digital leadership team, you will provide assurance to the Executive Team and Board that digital services remain secure, dependable and capable of supporting residents and colleagues every day.

How you'll do it

• Lead organisation‑wide digital and IT service operations, ensuring services are delivered safely, reliably and in line with regulatory and consumer expectations.
• Embed and maintain enterprise‑scale ITIL‑aligned service management practices, ensuring clear ownership, accountability and governance.
• Drive operational performance across infrastructure, cloud platforms, applications, workplace technology and end‑user services.
• Develop and maintain enterprise resilience and disaster recovery capabilities, ensuring plans are tested, effective and continuously improved.
• Establish clear operational risk tolerances and escalation frameworks, ensuring risks are surfaced and addressed appropriately.
• Deliver executive‑level assurance through operational reporting, service insights and trend analysis.
• Lead continuous improvement initiatives that reduce service failures, remove workarounds and improve productivity.
• Ensure staff and resident experiences influence operational priorities and service enhancements.
• Drive supplier performance and value for money, ensuring third parties deliver against agreed outcomes and service levels.
• Balance performance, resilience, regulatory requirements and financial considerations when making strategic operational decisions.
• Foster a high‑performing culture that promotes accountability, collaboration and continuous learning.

The ideal candidate

We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.

Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence. If not already qualified, there may be an expectation to study towards a professional qualification.

Essential:

• Significant senior leadership experience with organisation‑wide accountability for Digital and IT Operations within a large, complex and regulated environment.
• Proven track record of leading enterprise‑scale service operations, service recovery and operational resilience.
• Deep understanding of IT Service Management (ITSM), operational risk, resilience and assurance frameworks.
• Experience leading large multidisciplinary teams through multiple layers of management.
• Strong commercial acumen with experience managing strategic suppliers and outsourced service providers.
• Demonstrable experience balancing operational performance, cost, risk and customer outcomes.
• Excellent stakeholder management skills with the ability to influence at Executive and Board level.
• Advanced digital and technology literacy across infrastructure, platforms, workplace technology and service delivery.
• Strong analytical and decision‑making skills, particularly in complex and high‑pressure environments.
• A recognised senior leadership qualification, management qualification or equivalent senior‑level leadership experience.
• Professional qualification or significant experience in service management, operational risk, resilience, assurance or related disciplines.

What's in it for you?

Once you join us, you'll find plenty of opportunities to grow within our organisation. You'll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.

Benefits include:

• Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
• Generous pension scheme
• Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
• Employee assistance - free confidential advice and counselling services provided by independent specialist organisations.
• Health cash plan
• Staff discounts – we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more.
• Interest free loans – season ticket loan, tenancy deposit loan, and training loan
• Cycle to work scheme.
• Life Assurance x 4 annual salary

All about us

Notting Hill Genesis is a not‑for‑profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 65,000 existing homes and 10,000 more in our pipeline and we employ around 1,800 employees.

For more information on what we do and what makes us different please visit: https://group.nhg.org.uk/careers/

We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments.

To find out more about our approach to equality, diversity and inclusion please visit: https://group.nhg.org.uk/careers/diversity-is-our-strength/

Closing date

Closing date is 30 September 2026.

NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.