Operations Director - Digital & IT

Notting Hill Genesis; Greater London; On-site; GBP 110,000 - 150,000; Full time

Benefits offered by this job

Annual leave & flex

Parental pay enhancements

Employee assistance

Staff discounts

Season ticket loans

Cycle to work

Job summary

Notting Hill Genesis is seeking an exceptional Operations Director – Digital & IT Operations to lead reliable, resilient technology services across the organisation, serving over 170,000 residents in London. This is a leadership role shaping the digital estate and driving transformational outcomes.

You will own live digital and IT services, oversee ITSM and risk, and report to the CIO, influencing executive strategy and delivering measurable improvements in service delivery and user experience

Qualifications

• Significant senior leadership experience with organisation-wide accountability for Digital and IT Operations in a large, complex, regulated environment.
• Proven track record leading enterprise-scale service operations and operational resilience.
• Deep understanding of ITSM, operational risk, resilience and assurance frameworks.
• Experience leading large multidisciplinary teams through multiple layers of management.
• Strong commercial acumen managing strategic suppliers and outsourced providers.
• Excellent stakeholder management, able to influence at Executive and Board level.
• Advanced digital/technology literacy across infrastructure, platforms and service delivery.
• Strong analytical and decision-making skills under pressure.

Responsibilities

• Ensure technology services are trusted by staff and residents, delivering stability, resilience and performance.
• Report into the Chief Information Officer (or equivalent executive lead).
• Lead enterprise-wide digital operations across platforms, infrastructure, workplace technology and service management.
• Embed operational excellence, reduce service disruption, strengthen resilience and improve user experience.
• Provide assurance to the Executive Team and Board that digital services remain secure and dependable.
• Lead organisation-wide digital and IT service operations, delivered safely and in line with regulatory expectations.
• Embed enterprise-scale ITIL-aligned service management practices with clear ownership and governance.
• Drive operational performance across infrastructure, cloud platforms, applications and end-user services.
• Develop and maintain enterprise resilience and disaster recovery capabilities.
• Establish clear operational risk tolerances and escalation frameworks.
• Deliver executive-level assurance through reporting and trend analysis.
• Lead continuous improvement to reduce service failures and remove workarounds.
• Drive supplier performance and value for money.
• Foster a high-performing culture of accountability and collaboration.

Skills

Senior leadership

IT operations

Regulated environment

Stakeholder management

Digital literacy

Analytical decision-making

Tools

ITIL

Service management

Job description

Operations Director – Digital & IT Operations | Notting Hill Genesis

About the Role

At Notting Hill Genesis, we're transforming how we serve over 170,000 residents across London and 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 isn't 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.

As the single accountable executive for the safe, reliable and continuously improving operation of all live digital and IT services across NHG, you will:

Responsibilities

• Ensure technology services are trusted by staff and residents, delivering stability, resilience and performance
• Report into the Chief Information Officer (or equivalent executive lead)
• Lead enterprise-wide digital operations across platforms, infrastructure, workplace technology and service management
• Embed operational excellence, reduce service disruption, strengthen resilience and improve user experience
• Provide assurance to the Executive Team and Board that digital services remain secure and dependable
• Lead organisation-wide digital and IT service operations, delivered safely and in line with regulatory expectations
• Embed enterprise-scale ITIL-aligned service management practices with clear ownership and governance
• Drive operational performance across infrastructure, cloud platforms, applications and end-user services
• Develop and maintain enterprise resilience and disaster recovery capabilities
• Establish clear operational risk tolerances and escalation frameworks
• Deliver executive-level assurance through reporting and trend analysis
• Lead continuous improvement to reduce service failures and remove workarounds
• Drive supplier performance and value for money
• Foster a high-performing culture of accountability and collaboration

Qualifications

• Significant senior leadership experience with organisation-wide accountability for Digital and IT Operations in a large, complex, regulated environment
• Proven track record leading enterprise-scale service operations and operational resilience
• Deep understanding of ITSM, operational risk, resilience and assurance frameworks
• Experience leading large multidisciplinary teams through multiple layers of management
• Strong commercial acumen managing strategic suppliers and outsourced providers
• Excellent stakeholder management, able to influence at Executive and Board level
• Advanced digital/technology literacy across infrastructure, platforms and service delivery
• Strong analytical and decision-making skills under pressure

Benefits

Excellent annual leave and flexible working

Enhanced maternity, paternity and adoption pay

Employee assistance – free confidential advice and counselling

Staff discounts at major retailers, gyms and restaurants

Interest-free loans (season ticket, tenancy deposit, training)

Cycle to work scheme

About NHG

Notting Hill Genesis is a not-for-profit housing association — one of the largest in London — acting as both landlord and developer, with 65,000+ existing homes and 10,000 more in the pipeline, and around 1,800 employees.

More info: group.nhg.org.uk/careers

Diversity commitments: group.nhg.org.uk/careers/diversity-is-our-strength

We are a Stonewall Diversity Champion and Disability Confident employer.

Selection Process

• First stage interview — via Teams
• Second stage interview — presentation followed by competency, technical and leadership questions

Note: an offer will be subject to pre-employment checks, including review of public online presence and social media profiles. NHG may close this vacancy early if sufficient applications are received.