Head of IT Service and Operations

Head of IT Service & Operations

Location: Richmond-upon-Thames
Reports to: CIO

A senior IT leadership role with real ownership and influence

Are you an experienced IT leader who thrives at the intersection of service, operations, governance, risk and transformation?

We're looking for a Head of IT Service & Operations to take ownership of the end-to-end performance, resilience and governance of IT services within a successful, regulated organisation operating as part of a global technology environment.

This is a role with genuine accountability. You'll lead the UK IT Service & Operations function, managing a small leadership team and overseeing a wider team of around ten, while working closely with global technology teams, third-party suppliers and senior stakeholders.

What you'll be doing

• Own and evolve the UK SIAM model, bringing together global and third-party technology providers.
• Set and manage SLAs, OLAs and KPIs, ensuring IT performance is aligned with business outcomes.
• Lead major incident and problem management governance, driving root-cause analysis and continuous improvement.
• Own the vendor management and multi-supplier governance framework.
• Take accountability for the UK IT risk, controls and audit environment.
• Own the IT and Information Security policy framework, ensuring alignment with wider Group standards and regulatory expectations.
• Drive business continuity and operational resilience, ensuring the organisation is prepared for disruption.
• Lead, mentor and develop the IT Service & Operations team, including recruitment, performance and career development.
• Contribute to the Senior Management Group, helping shape the wider technology operating model and direction of the business.

What we're looking for

You'll be a senior IT service leader with strong experience across ITSM, SIAM, governance and risk, ideally within a regulated environment.

You'll bring:

• Proven experience leading and developing IT teams.
• Strong understanding of regulatory accountability, risk and controls.
• Strategic thinking combined with a structured approach to governance.
• Excellent stakeholder management across local, global and third-party environments.
• Confidence operating under regulatory scrutiny.
• Strong analytical and risk-management capabilities.
• Excellent communication skills, particularly during incidents and periods of change.
• The ability to influence, challenge and drive organisational change.

The opportunity

This is an opportunity to step into a high-profile IT leadership position with genuine ownership of how technology services are delivered, governed and continuously improved.

You'll have the visibility and influence to shape the operating model, strengthen resilience, improve supplier performance and develop a talented IT function, while working within a global technology organisation.

If you're ready for a role where IT service, operational resilience, governance and leadership genuinely sit at the heart of the business, we'd love to hear from you.

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