Head of IT Service and Secure Operations

Lead Secure, Reliable and High-Performing IT Services at SNG

We're looking for an experienced and strategic IT leader to join our CIO Leadership Team at Sovereign Network Group (SNG) asHead of IT Service & Secure Operations. In this new role, you'll be responsible for the delivery, security, resilience and continual improvement of SNG's core technology services.

Based from our offices inBasingstoke orWembley, you'll combine home and office working aligned with our hybrid approach. There will be regular travel to both of these offices to ensure close collaboration across teams.

The Role

Providing strategic leadership across SNG's technology operations and operational service capabilities, this role ensures technology services remain customer-focused, secure, resilient and aligned to SNG's technology strategy, continually evolving to meet changing organisational needs.

You will be a leader who combines strong operational management with a focus on efficiency and value. You will drive improvements in service performance, colleague experience and operational effectiveness through the intelligent use of automation, AI and modern service management practices.

You'll be accountable for leading Service Desk, Infrastructure, Cloud Operations and Cyber Security Operations teams, ensuring colleagues receive reliable, secure and high-quality technology services. Responsibilities include:

• Developing the operational strategy for IT Services and Secure Operations, ensuring services remain aligned to organisational priorities
• Managing the IT Service and Secure Operations team with a focus on articulating a clear vision, providing direction, encouraging high performance, and supporting continuous improvement
• Acting as service owner for all operational IT services within your remit, with accountability for service quality and maturity development
• Leading the response to major incidents, ensuring robust monitoring, operational controls, resilience and business continuity arrangements are in place to minimise service disruption and maintain critical services
• Leading the Service Desk, ensuring timely, high-quality support for colleagues and developing self-service and automation
• Leading operational cyber security capability across monitoring, incident response, vulnerability management and operational security
• Developing and owning the strategy, operational management and continual improvement of SNG's cloud infrastructure and workplace technology services
• Leading the operational support of strategic business applications following transition into live service, ensuring effective operational ownership, monitoring, support and continual improvement of products
• Managing strategic relationships with IT Service Management, IT Security and Infrastructure suppliers and related managed service providers, ensuring value for money and maximising return on investment

What we need from you

You should have demonstrable experience in a similar senior role within IT Operations or IT Service functions, ideally from within a similar sized, complex organisation. You'll also need:

• Experience leading Service Desk, Infrastructure and Cyber Security operations
• Strong understanding of IT Service Management and ITIL principles
• Experience managing cloud-based infrastructure and Microsoft technology environments
• Demonstrable experience of operational service ownership, service transition and continual improvement
• Experience leading operational response to major incidents and service disruptions.
• Strong commercial, financial and supplier management experience
• Demonstrable experience leading multidisciplinary technical teams
• Excellent stakeholder engagement and influencing skills
• Experience presenting operational performance and risk to senior leaders