Senior IT Operations & Service Delivery Lead

Michael Page Technology; Greater London; Remote; GBP 70,000 - 80,000; Full time

Job summary

Michael Page leads an exciting leadership opportunity for an experienced Technology Operations professional. You will own IT services, manage service delivery, and drive continual improvement within a not-for-profit sector organisation based in London, with a remote work option.

The role requires extensive IT operations leadership, ITSM framework experience, and strong stakeholder and vendor management skills. Salary up to £80,000 plus benefits and flexible working arrangements.

Qualifications

• Significant leadership experience within IT Operations or Service Delivery.
• Extensive knowledge of IT service management principles and best practices.
• Proven experience establishing and governing service management processes at scale.
• Experience managing SLAs, KPIs and continual service improvement programs.
• Strong supplier and vendor management experience.

Responsibilities

• Lead the day-to-day delivery of technology operations and ensure high-quality IT services.
• Own and develop the IT service management framework including incident, change and knowledge management.
• Define and manage SLAs, OLAs, service catalogs and performance metrics.
• Lead major incident management and post-incident reviews.
• Oversee application support services and supplier escalation routes.
• Drive continual service improvement using data and user feedback.
• Manage demand, capacity and operational resilience across technology services.
• Ensure new/changed services transition smoothly into live support.

Skills

Leadership experience

Service management

Stakeholder management

Budgeting & cost control

Vendor management

Education

ITIL 4 certification

Tools

ServiceNow

Job description

Michael Page leads an exciting leadership opportunity for an experienced Technology Operations professional. You will own IT services, manage service delivery, and drive continual improvement within a not-for-profit sector organisation based in London, with a remote work option.

The role requires extensive IT operations leadership, ITSM framework experience, and strong stakeholder and vendor management skills. Salary up to £80,000 plus benefits and flexible working arrangements.