Head Of Information Technology Operations

Job Description

About The Role

The Head of IT Operations is responsible for overseeing and optimising the technology infrastructure, IT Service Management, and non-Product technology services.

They are responsible for driving operational efficiency, managing resources, and implementing strategies to ensure the smooth functioning of all IT business operations.

About You

As Head of Operations, you will be responsible for:

IT Service Mgmt.

• Leading and managing the IT Service Centre, including service desk team, incident management, problem management, and service level management functions.
• Managing IT EUC assets for all MO end users
• Estate wide alerting, major incident mobilisation and out of hours resource mgmt..
• Planning, execution, and continuous improvement of IT service processes and workflows.
• Managing, developing and improving the service management tools, service catalogues, service level agreements (SLAs), and operational level agreements (OLAs) – working closely with leadership from across MO Technology.
• Establish and monitor key performance indicators (KPIs) to measure and improve service performance and customer satisfaction.
• Service Delivery
• Manage the Run, evolution and delivery of non-Product applications – including maintenance and updates
• Manage stakeholders and business change to ensure updates land effectively
• Identify and manage relationships with Managed Service providers to meet expected SLAs and manage costs
• Infrastructure, Platforms and Networks
• Management of all MO infrastructure, platforms and networks – including supporting up-time, availability and updates
• Working with Cloud suppliers to maintain and deliver effective cloud platforms for MO
• Implement and maintain quality control procedures to ensure the delivery of high-quality products and services to customers.

Resource Management:

• Efficiently allocate resources, including personnel, equipment, and budget, to support various operational functions and projects while maintaining a balance between performance and cost-effectiveness.
• Risk Management:
• Develop and implement risk management strategies to mitigate potential operational disruptions, ensuring business continuity and compliance with industry regulations.
• Vendor and Supplier Management:
• Manage relationships with external vendors and suppliers, negotiating contracts, and ensuring the timely delivery of goods and services.
• Budgeting and Cost Control:
• Prepare and manage the IT operations department budget, controlling expenses, and optimising spending while maintaining high standards of service delivery.
• Technological Innovation:
• Stay abreast of industry trends and emerging technologies to identify opportunities for operational improvement and innovation.
• Team Leadership:
• Lead, mentor, and inspire the Operations team, ensuring team members have the necessary resources and support to excel in their roles.
• Foster a culture of innovation, accountability and collaboration within the team and across departments.
• Define ways of working and standards for Operations in MO technology.
• Work with key partners in the business to define ways of working and build up a consistent approach to Operations where appropriate
• Build new capabilities where there are gaps in the existing organisation.