Summary:
The Head of IT & Operations is responsible for the strategic and operational management of IT platforms and services, with a focus on stability, scalability, security, and modernisation across a hybrid technology ecosystem (cloud, on-prem, legacy systems). As an integral member of the Technology Management Team (TMT) reporting to the Head of Technology for Outsourcing UK, Germany and Ireland, the Head of IT Operations will be expected to line manage 5 sub functions and collaborate across regional and global functions to deliver enterprise-grade platforms and services.
The role also includes driving the adoption of enterprise technologies, policies, and best practices. The Head of IT & Operations will also be responsible for vendor evaluations, managing internal and external audits, and representing Technology in key enterprise forums. Additionally, the role will contribute to global initiatives such as the Cyber Acceleration Programme and ensure alignment with global KPI assessments.
Note: Out-of-hours cover may be expected occasionally, with consultation among colleagues as required.
The Role:
Key Responsibilities include:
1. Lead and oversee Platform Engineering, Platform Support, Evergreening (keeping systems current), Release Management, Data Support Services, DevOps and lifecycle support, End-to-end infrastructure
2. Drive a platform-first strategy enabling scalable, secure, and high-performing digital products.
3. Champion operational excellence and technology transformation across hybrid environments.
4. Ensure alignment of foundational services with business platform needs.
Infrastructure & DevOps Enablement
5. Manage cloud enablement and optimisation across environments (. Azure, AWS, Oracle) for cost-effectiveness and scalability. Inform investment and prioritisation decisions for platform initiatives, ensuring alignment with business cases and strategic objectives.
6. Oversee CI/CD pipeline development and tooling to support agile platform delivery and operations.
7. Maintain strategic relationships with Managed Service providers to ensure resilient infrastructure and service delivery.
Platform Support & Operations
8. Define and manage platform service tiers, SLAs, and support models to ensure consistent, high-performing operations.
9. Champion platform observability, analytics, and change management for performance monitoring and continuous improvement.
10. Coordinate enterprise-wide technology practices including audit readiness, vendor evaluations, global KPIs, and cyber programmes.
11. Implement and maintain security standards and access controls aligned with policies and industry best practices.
12. Ensure high availability, performance, and security through proactive monitoring, incident response, and capacity planning.
13. Collaborate with Solution Delivery teams to align platform capabilities with evolving business and technical needs.
Platform Engineering
14. Lead the design, deployment, and optimisation of platforms across cloud, on-premises, and legacy systems.
15. Drive modernisation efforts to maintain platform currency and supportability.
Evergreening & Technology Lifecycle Management
16. Develop strategies to modernise legacy systems and manage lifecycle upgrades, patching, and refreshes.
17. Balance innovation with operational stability in hybrid environments.
Release Management
18. Oversee planning, coordination, and execution of software and infrastructure releases across hosting models and environments.
19. Implement robust release governance frameworks with quality assurance, rollback procedures, and minimal disruption.
20. Promote automation and CI/CD practices to streamline deployments.
Data Support Services
21. Lead data operations teams responsible for integration, transformation, and delivery across platforms.
22. Ensure data availability, quality, and compliance with governance and privacy regulations.
23. Support analytics, reporting, and business intelligence initiatives with scalable data services.