Head of ICT Operations

Public Sector Resourcing•London Britain Township, PA

6d•£67,001 - £74,000•Hybrid

About The Position

The Head of ICT Operations leads and manages the Security Industry Authority’s ICT operational technology area, reporting to the Deputy Director of Technology, Data and AI. The role is responsible for implementing operational technology impacts linked to the Digital Change Programme and maintaining performant digital services during a fixed-term appointment. It leads a team of approximately 10–12 technologists and works with other leads to ensure core business services support and collaborate with change programmes. The post leads internal IT operations, including the Service Desk, Cloud and Infrastructure, and M365, and oversees outsourced suppliers and third-party providers. It ensures services are reliable, secure, user-centred, resilient, scalable, compliant, and delivered to agreed service standards and value-for-money expectations. The role also leads the technology aspects of setting up services in the new Manchester office, including service desk provision. The postholder supports budgetary oversight of an operational technology budget of approximately £4–5 million per year, controls spending and investment, and reports on finances and governance. They lead service improvement and innovation, standard service-management routines, incident and problem management, change control, cybersecurity and risk management, and stakeholder and supplier relationships. The role is office-based in London or Manchester, with hybrid working and a minimum of two office days per week. It requires Security Clearance (SC).

Requirements

Strong leadership and management abilities, with a proven record of managing and motivating technology teams, managing resources, and fostering innovation, accountability, and continuous improvement.
Experience managing ICT operations to defined service standards and related contractual arrangements.
Expertise in network management, including designing, implementing, and maintaining secure and scalable network infrastructure.
A results-oriented approach and a strong track record of managing complexity and risk while maintaining high customer-service standards.
Strong organisational, analytical, and problem-solving skills.
Knowledge of information-security good practices, including risk management, regulatory compliance, and cybersecurity frameworks.
Excellent stakeholder-management skills, including the ability to facilitate, influence, lead collaborative working, negotiate, and build strong relationships with partners at all levels.
Expertise in release and deployment management, ensuring controlled transitions of new or updated services into the live environment.
Experience in cybersecurity management, particularly developing and implementing security frameworks, protecting organisational assets, ensuring compliance with industry standards, and responding to emerging threats.
Ability to meet physically and regularly with direct reports and the team, role-modelling visibility as a senior leader.
Ability to obtain Security Clearance (SC).

Responsibilities

Lead a team of approximately 10–12 technologists.
Lead internal IT operations, including the Service Desk, Cloud and Infrastructure, and M365, to provide reliable, secure, user-centred services.
Manage outsourced suppliers at senior operational levels, ensuring high-quality business applications and services meet agreed SLAs and value-for-money standards.
Ensure technical architecture and infrastructure provide resilience, scalability, and compliance with security standards.
Act as the business’s lead and subject-matter interface for ICT technology matters, including setting up technology services and service desk provision in the new Manchester office.
Work with digital programme leads to ensure programme changes can operate alongside existing ICT services, while contributing to business change and strategic goals.
Lead service improvement and technology-delivery innovation focused on cost efficiency, effective change, and an appropriate operating model aligned with the SIA’s Data & Digital Strategy and programme goals.
Run standard service-management routines in line with good industry practice.
Maintain control of incident management and improve change and problem resolution, including addressing architectural issues in the short to medium term or as prerequisites to transformation.
Support the Deputy Director with budget oversight for an operational technology budget of approximately £4–5 million annually, including regular reporting, management, and spending control.
Control spending on ICT services and new investment, ensuring value for money.
Ensure robust cyber defences and manage technology-delivery and commercial-engagement risks.
Manage or mitigate technical risks to SIA data, information, and ICT assets, and ensure compliance with data legislation.
Ensure organisational security and compliance policies are in place and implemented across technology systems and services.
Maintain senior operational relationships with third-party technology providers and drive accountability and performance across business-as-usual and transformation activities.
Engage proactively with internal and external stakeholders.
Oversee third-party providers supplementing the in-house technology service and act as senior relationship owner for providers, commercial relationships, and contracts.