Principal IT Operations Manager

61622 pa to £77028 pa depending on skills and experience. In addition, we offer flexible benefits fund of 20% which is paid on top base salary and is fully pensionable, as well as a range of competitive benefits - check them out in the Benefits section on our website.
In practice, this means we are positive and inclusive about making adjustments, providing flexible working, encouraging our staff networks to flourish and providing personal and professional development opportunities.
As the The Principal IT Operations Manager you will oversee the end-to-end delivery of IT services and operations across products and platforms to business and IT customers, supported by the service management team. The role focuses on ensuring that IT services are available and perform in line with defined service levels.
Provide strategic leadership for the IT Operations function, encompassing IT Service Management, Application Lifecycle Management, Quality Assurance & Testing, and ensuring the effective delivery of IT services across the organisation
Direct the development and execution of the IT Operations Strategy and roadmap, aligning service delivery with organisational goals and internal / regulatory standards
Direct the planning, design, and continual improvement of IT Service Management practices (E.g. Incident, Request, Problem, Change, Release, and Event Management), ensuring consistent and high-quality support for end users and business critical systems
Build and maintain a high-performing operations team, providing clear leadership and direction to managers responsible for service management, application lifecycle, and QA/testing functions
Develop IT operational policies, procedures, and standards, ensuring they remain fit for purpose and drive operational resilience, efficiency, and quality
Act as the senior point of contact for key IT suppliers delivering managed services, ensuring contractual obligations, service level agreements (SLAs), and performance metrics are met or exceeded. Lead the provision of an IT major incident management capability (24/7) that supports major IT incidents and high-impact service disruptions, ensuring effective coordination, stakeholder communication, timely restoration of service, and robust post-incident analysis to address root causes
Proactively identify and address systemic challenges across the service lifecycle, championing initiatives that improve automation, service reliability, testing practices, and lifecycle governance
Actively promotes and embeds Equality Diversity and Inclusion (EDI) in all work, and support and comply with all organisational initiatives, policies and procedures on EDI
Technology service management. Managing the provision of technology-based services to meet defined organisational needs
Service Operations management. Managing the provision of services according to agreed service level agreements (SLA), Key Performance Indicators (KPI) and managing the delivery of these services against these targets
IT Operations management. Overseeing the end-to-end management of operational IT processes, ensuring alignment with enterprise goals, compliance requirements, and business continuity needs
Supplier management. Managing the provision of services from multi sourced supply chain and ensuring service quality
Stakeholder relationship management. Customer service support. Managing and operating customer service and customer satisfaction
Continual Service Improvement. Continually improving the effectiveness and efficiency of services and processes
Application Lifecycle & Quality. Providing leadership across the application and service lifecycle, ensuring robust testing, deployment, and service management processes that meet quality, resilience, and compliance expectations
Agile and Waterfall) and how to apply or integrate them within IT operations and service delivery contexts
Knowledge of the technology supplier landscape and opportunities for improving service quality, cost-efficiency, and innovation through supplier collaboration
Knowledge of service architecture principles, enabling effective definition, integration, and management of service ownership and boundaries
Knowledge of service metrics and KPIs used to measure availability, performance, customer satisfaction, and operational effectiveness
Knowledge and practical application of ITIL principles and processes across the service lifecycle
Experience leading IT service delivery in a complex, multi-supplier environment, ensuring end-to-end service performance and accountability
Experience managing or collaborating closely with third-party suppliers and vendors to drive performance, value, and aligned service outcomes
Experience leading teams responsible for customer-facing service functions, with a focus on user satisfaction, responsiveness, and operational excellence
Experience applying strategic understanding of business needs to prioritise issue resolution and service improvements effectively
It is expected that you will actively promote and embed Equality, Diversity and Inclusion (EDI) in all your work and support and comply with all organisational initiatives, policies and procedures on EDI.
As HS2 Ltd do not hold a sponsorship license from the Home Office, we are not able to provide sponsorship to any applicant. Any offers made to applicants will be subject to satisfactory completion of pre-employment checks which include Nationality & Immigration Status, employment references, DBS, Financial and Education checks.
We ask for a variety of detail in your online application, however we perform the first assessment of suitability for a role based solely on the information in your CV. Watch this video on how we remove bias in the recruitment process: Removing bias in the recruitment process (youtube.High Speed 2 (HS2 Ltd) will be the UK’s new high speed rail network. HS2 Ltd will create a skills legacy and develop a diverse range of talent. In practice, this means we are positive and inclusive about making adjustments, providing flexible working, encouraging our staff networks to flourish and providing personal and professional development opportunities.