Head of ICT Operations

Head of ICT Operations | Hertfordshire & London & Remote | circa £100,000 + car/allowance + 20% bonus

Does working with a leading multidisciplinary organisation that currently employs over 3000 people across a variety of sectors where every day will bring exciting new challenges appeal to you?

If so - please read on!


As the new Head of ICT Operations, you will lead through hands on delivery reacting to incidents and immediate needs,leading on all incidents, showing hands on leadership of major incidents and service excellence with a focus on reducing wasted effort by users, key business leads and wider ICT leadership in both understanding status of incidents and escalations

If you can manage the day-to-day service relationship with key suppliersto enable wider leadership to focus on strategic relationships and change delivery, supporting core ICT, business systems, data, digital and technology solutions with an approach centred on "driven by people powered by data" we'd like to hear from you.

Leaders who can optimise ICT operations and service delivery around supporting operational business teams, support function colleagues, operational sites, head offices and internal ICT needs including information security/risk, are likely to receive an immediate interview request.


We are looking for someone to lead on all major service transitions: design and execute service transitions for major projects such as new business systems and ensure robust standard processes are in place to onboard small to medium new services delivered via internal teams and via suppliers.

Direct operational responsibility for providing services to users and sites/offices is important, to include multi-channel user helpdesk (i.e.

inbound and outbound telephone, email, portals, self-service technologies, text, messaging, Chatbots and innovative technology) and field services (i.e.

reactive to incidents, regular maintenance, delivery of change and business partnering) and service requests including the direct and supplier managed provisioning of end user computing and site services.

Maintaining the framework of ICT controls and governance utilising automated tools/systems; owning and identifying improvements to the service management systems including Cherwell [software] is also vital.

Leaders who can role-model and coach the adoption of service delivery best practice models, with proactive stakeholder management that underpins a high performing service delivery team to support wider ICT & business roles through proactive stakeholder management, including de-escalating service failure at an early stage, buffering different needs of stakeholders, preventing service failures requiring escalation will be sought after.

If you can line managean existing small team to maximise productivity, job satisfaction and career progression focused on business outcomes bringing together directly managed colleagues, all whilst constantly optimising the resource model to match service demand including hours available, location of resources, we'd like to hear from you.

Optimising the collection of data, the analysis and presentation to support end to end service delivery to drive different stakeholder groups to differentiate between data required to lead the team and customer/user outcomes and improve transparency of service management data is important.


If you have extensive business technical experience, and an ITIL certification (preferably for service management, which implies ITIL Service Management Practitioner certification) with at least five to ten years of IT work experience and three to five years in service delivery, this could be the ideal role for you.

An ability to drive process improvement to continually improve service and reduce costs and to engage with internal and external stakeholders to gain their confidence and persuade them to cooperate with initiatives where required is important

In the future there may be a requirement to be security cleared to support specialist Government contracts too.

This role will also require strong communication, influencing and negotiation skills.

Working closely with all business units and an ability to relate the goals of IT service delivery to business goals will be an important quality, so too is knowledge of EUC and site infrastructure, core EUC applications and business systems.


Individuals able to identify, evaluate and select technology, applications, and service products, in collaboration with Group Procurement and business stakeholders and deliver requirements within budget and timescales - this is the right role for you.

If partnering with stakeholders to elicit, lead and influence operational discussions and work with the Helpdesk and Application Support teams, whilst applying your knowledge of technology concepts and trends to identify interdependencies, gaps, potential threats, redundancy, and re-architecture opportunities appeals to you, then please apply today.

Any Head of IT Operations who can provide expert guidance to help identify improvements to ITIL processes including Incident management, Problem management, Change management, Configuration management, Service level management, Capacity management, Availability management, Service Improvement Plans and Continual Service Improvement Plans will be highly desired.

You will have the flexibility to work from home, as well as the London office and Hertfordshire office.

For more information, get in touch with the team at Jonothan Bosworth.


We are an equal opportunities employer, committed to diversity and inclusion.

We are active anti-slavery advocates and prohibit discrimination and harassment of any kind based on race, colour, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic.

  • Start: ASAP
  • Duration: Full Time
  • Rate: 90000-110000 Per Annum
  • Location: South East & Home Based, England
  • Type: Permanent
  • Industry: IT
  • Recruiter: Jonothan Bosworth
  • Tel: 03303359300
  • Email: to view click here
  • Reference: VC_55_HIO_SE
  • Posted: 2022-08-02 20:19:33 -

  • View all Jobs from Jonothan Bosworth

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