Head of IT Service and Operations

Overview

In this role, you will own the end-to-end performance, resilience and governance of UK IT services within a regulated, global tech environment. You will lead the IT Service & Operations function, align IT performance with business outcomes, and drive improvement across incident, problem, and supplier governance. You’ll shape the IT risk, controls and audit posture and ensure policy alignment with Group standards. This is a high-impact leadership role with genuine ownership and cross-functional influence.

Responsibilities

• Own and evolve the UK SIAM model and align providers across global and third-party ecosystems
• Set and manage SLAs, OLAs and KPIs to reflect business outcomes
• Lead major incident and problem governance with root-cause analysis and continuous improvement
• Oversee vendor management and multi-supplier governance framework
• Own UK IT risk, controls and audit environment
• Maintain IT and Information Security policy framework aligned with Group standards and regulatory expectations
• Drive business continuity and operational resilience planning
• Lead, mentor and develop the IT Service & Operations team including recruitment and career development
• Contribute to Senior Management Group to shape technology operating model and direction of the business

Key requirements

• Senior IT service leadership experience
• Strong ITSM, SIAM, governance and risk background
• Experience in regulated environments
• Proven leadership of IT teams
• Regulatory accountability, risk and controls understanding
• Strategic thinking with governance discipline
• Excellent stakeholder management across local, global and third-party contexts
• Strong analytical and risk-management capabilities
• Effective communication during incidents and change
• Ability to influence and drive organizational change

• stakeholder management
• leadership and people development
• clear communication
• ITSM
• SIAM
• governance and risk management

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