The Head of IT Operations is a key and central role within the IT Infrastructure team and will partner with all of our business areas as well as the IT Systems team to ensure a robust IT service is established and maintained, is customer focused, and all initiatives are appropriately supported.
The role of the Head of IT Operations is to support the Director of IT by delivering the IT Infrastructure strategy to the business, leveraging relationships both within the IT and PMO organisation and the wider business. The Head of IT Operations will assume line management responsibilities for the Infrastructure delivery teams (Regional Engineers and Infrastructure Engineers) and will carry out “front-of-house” activities for the technical leads (Network Architect, Cloud Architect and Head of Security) ensuring that there is always a clear interface into the Infrastructure team from other parts of the business.
The Head of IT Operations will also play a key role as the day-to-day Infrastructure stakeholder in the DX Programme.
Responsible Director: Chief Financial Officer
Report To: Director of IT (Infrastructure)
Direct Reports: Regional Engineers; Infrastructure Engineers
Key Skills & Experience
Communication & Relationships
- Build Relationships With Key Stakeholders
- Regularly attend appropriate business meetings and forums to represent IT
- Represent the business on internal IT
- Own the relationship between the business and IT and act as an ambassador for IT
- Provide monthly KPI reports to business on IT service and project statuses
- Understand the Department/Division
- Be familiar with the Business Strategy and key objectives
- Identify how the Business Strategy operates including key business processes
- Identify the key challenges and issues
- Understand business requirements and identify how IT can support these
Demand Management
- Be the focal point for all IT Infrastructure needs, channeling requirements to the correct area as needed (e.g. transactional IT to service desk; projects to PMO)
- Support the Director of IT by acting as the eyes and ears for IT in the business
- Identify current and future demand for IT services
- Support the business through any change management activity
Service Assurance
- Ensure that IT services are meeting the needs of the business
- Obtain feedback on IT services from the business
- Assist in managing the relationship with 3rd party suppliers to ensure that the business is receiving the best possible service and pricing for services obtained
Innovation
- Champion the innovation process
- Identify opportunities for business improvement
- Help to spread innovation throughout the business by sharing innovative ideas between departments
- Stay informed of innovations within IT particularly where this relates to technology and software
Business Change Management
- Act as the day-to-day stakeholder for IT in the DX programme
