Head of IT Operations

3 weeks ago

Wilmslow Cheshire, United Kingdom The Citation Group Full time

Head of IT Operations

Reports To: Group IT Director

Location: UK

Hours of Work: Mon-Fri 9am – 5:30pm

The Role

We are seeking a highly skilled and experienced Head of IT Operations to support our global IT teams across the UK, Australia, and Canada. This leadership role will support the Infrastructure, IT Operations, and Service Desk functions, ensuring excellent service delivery and operational efficiency.

You will be joining a global strong team made up of service desk and Infrastructure teams, just as we begin our journey to provide global service delivery around the clock in the UK, Canada and Australia.

Citation Group has centralised its service desk, this role will oversee and manage service delivery, ensuring services are ITIL aligned, evolving, efficient and deliver great service to our colleagues. In addition a key focus of this role will be overseeing procurement and vendor management, ensuring that all supplier relationships and contracts align with business objectives. The successful candidate will work closely with the Group IT Director to drive global IT strategy and change, while managing key processes, such as service level management, change management, and incident response.

Key Responsibilities:

  1. Service Strategy Leadership
  • Act as a strategic advisor to the international IT teams, working in collaboration with the Group IT Director to develop and evolve global IT strategies including:
  • Group IT Purchasing
  • Global service delivery framework
  • Follow the Sun support
  • Continuous Improvement
  • Define, Implement and measure initiatives to build a cohesive, forward-thinking IT team capable, supporting the continuous development, collaboration and alignment across teams to meet the business goals. These will include
  • Inter IT team development
  • Transition from ITIL v3 to v4
  • Stakeholder Management
  • Global process alignment

Procurement & Vendor Management

  • Develop and implement procurement strategies that ensure cost efficiency, quality, and compliance with organisational goals. Roll these out across all IT, engineering and product functions
  • Lead and manage all aspects of IT procurement across the organisation, aligning spend to business objectives, budgets and value.
  • Negotiate and execute contracts with suppliers and service providers, driving value and innovation while ensuring the best possible commercial outcomes.
  • Ensure effective vendor management practices, fostering strong relationships with key suppliers, monitoring performance, and driving improvements where necessary, ensuring cost-effectiveness and high service quality.
  • Proactively identify risks and opportunities in supplier contracts and relationships, mitigating risks and ensuring that vendor commitments support long-term objectives.

Service Operations Management

  • Lead and manage global IT operations (UK, Australia, and Canada), ensuring consistent delivery of infrastructure, service desk, and IT operations support.
  • Work closely with regional IT leaders and teams to maintain alignment with global goals and standards, providing leadership and guidance to deliver a seamless, high-quality IT service.
  • Your role will include the management of the following processes
  • Service Level Management
  • Major Incident Management
  • IT Operations
  • Problem Management

Service Transition

  • Monitor the transition of services into live operations, ensuring governance is followed and key stakeholders are equipped to receive new services.
  • Lead global Change Advisory Board (CAB) meetings, ensuring that infrastructure and critical business system changes are well-governed and meet compliance and security standards and to ensure minimal disruption to business operations.

Qualifications & Skills:

  • Proven experience in IT Operations leadership roles, managing international or global teams.
  • Strong expertise in IT procurement and vendor management, with a track record of negotiating and managing large, complex supplier contracts.
  • Experience in balancing cost efficiency, quality, and vendor performance while aligning with global IT strategies.
  • Strong understanding of infrastructure, IT operations, and service desk functions.
  • Experience with Change Management, including leading Change Advisory Board (CAB) processes.
  • Excellent leadership, communication, and stakeholder management skills, including experience engaging with senior executives and C-suite stakeholders.
  • Ability to work effectively across multiple time zones and cultures, fostering a collaborative and unified team approach.
  • Analytical mindset, with a focus on continuous improvement and strategic execution.
  • Relevant certifications in IT Service Management (ITIL), Procurement, or Project Management are highly desirable.

About us

We are The Citation Group. We are far from your average service provider. Our colleagues bring their brilliant selves to work every day and we create an environment where they can shine. We are a nice bunch. We don’t do office politics or “that’s not my job”. We listen, support and take ownership.

We have been proudly delivering valuable HR and Health and Safety services to SME’s across the UK for over 20 years. Passionate about service, we’re on a mission to revolutionise our colleague’s and client’s experience by employing brilliant people who are experts at what they do and smile whilst they are doing it.

Working for Citation you will have access to 25 days holiday, plus your birthday off work, gym membership discount, healthcare, childcare vouchers, the opportunity to purchase extra leave, pension contributions and more.

It’s a great place to work because of the people we employ. Fun and professional, we want likeminded individuals who love to love their job (no ‘mood hoovers’ here thanks) and want the Company to succeed.

So, if our culture sounds like a good fit for you and you want to be part of our success story, then send us your details.

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