Head of IT

An exciting opportunity has arisen for an experienced and dynamic IT leader to join a forward-thinking organisation as Head of IT. This pivotal role will be responsible for defining, delivering, and maintaining the organisation’s IT strategy, aligning technology initiatives with broader business objectives, and ensuring effective, secure, and innovative IT services across all departments.
The ideal candidate will be a strategic thinker with a hands-on approach, capable of leading a multi-disciplinary IT team while fostering innovation, security, and operational excellence across infrastructure, communications, and digital platforms.
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Key Responsibilities
• Lead the organisation’s IT function, ensuring alignment between technology strategy and overall business goals.
• Oversee supplier management processes, including bid management, contract reviews (WBR, MBR, QBR), and service delivery governance.
• Drive and maintain a security-first approach to IT operations, including experience working toward Cyber Essentials Plus or similar standards.
• Develop and manage the IT budget, ensuring spend remains within agreed tolerances while maximising value.
• Act as a strategic interface between IT and the wider business, translating business needs into technology solutions.
• Inspire, lead and develop the IT team, implementing strategies to attract, retain and grow technical talent.
• Ensure delivery of robust IT services, both internal and third-party provided, to meet operational demands.
• Serve as the final point of escalation for IT-related issues, ensuring timely resolution and stakeholder satisfaction.
• Chair and contribute to internal strategic forums to ensure IT strategy supports business transformation and innovation.
• Promote a professional, customer-centric IT culture through strong leadership and communication.
• Champion continuous improvement in the delivery of IT services, contributing to the organisation’s position as a leader in its sector.
• Manage infrastructure operations including data centre environments, desktop estates, network topologies, and unified communications platforms.
• Oversee cybersecurity activities, including penetration testing, vulnerability scanning, and response to threat alerts.
• Maintain business continuity planning in conjunction with risk and compliance stakeholders.
• Lead project delivery for IT initiatives, overseeing task allocation, risk management, timelines, and stakeholder communication.
• Support and align technology budgeting and cost controls with senior business leaders.
• Maintain oversight of service desk functions, ensuring ticket resolution and system access controls are appropriately managed.
• Build and sustain strong relationships with key suppliers and internal stakeholders to support ongoing technical and business initiatives.
• Partner with business leaders to support strategic transformation and digital change programmes.
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Decision-Making & Leadership
• Set clear direction for the IT department in line with strategic objectives.
• Empower and develop staff, cultivating a high-performance culture.
• Lead with agility and resilience in a fast-paced, change-oriented environment.
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External Relationships
• Manage relationships with key technology suppliers and vendors.
• Engage with client stakeholders and industry technology forums to stay ahead of sector developments.
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Internal Collaboration
• Collaborate cross-functionally with Operations, Business Development, HR, Compliance, and Client Management teams.
• Ensure IT remains a key enabler for growth, compliance, and operational excellence.
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Management Responsibilities
• Direct line management of the IT team, including recruitment, performance management, and development planning.
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Financial Responsibilities
• Ownership of IT budgets and spend forecasting.
• Oversight and negotiation of supplier contracts and service-level agreements.
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Person Specification
Education & Experience
• Degree in an IT-related discipline or equivalent experience.
• At least 10 years in IT, with 5+ years of leadership experience managing teams and functions.
Essential Skills & Experience
• Proven experience with both cloud-based and on-premise contact centre platforms (e.g., Avaya, Cisco, Genesys).
• Solid understanding of infrastructure architecture, including networking, servers, and desktop deployment.
• Knowledge of technology security frameworks (e.g., ISO 27001, PCI-DSS).
• Familiarity with ITIL best practices and service management principles.
• Strong analytical and problem-solving abilities with experience in data trend analysis.
• Track record of delivering multiple concurrent IT projects on time and within scope.
• Effective communicator and relationship builder across technical and non-technical stakeholders.
• High integrity and commitment to representing the organisation’s values and mission.
Desirable Skills & Experience
• Background in contact centre or customer service technology environments.
• Experience managing unified communications platforms and multi-channel contact solutions.
• Hands-on experience with hardware, networking, and enterprise systems.
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This is a rare opportunity for an experienced IT leader to shape and evolve the technology landscape of a fast-paced and customer-focused organisation. If you’re ready to take on a strategic role with real impact, we’d love to hear from you