Head of IT Operations and Service Delivery

East Sussex, Bexhill-On-Sea
22 May 2019
19 Jun 2019
Hastings Direct
Technology, IT
Contract Type
Full Time

Are you looking for a dynamic Head of IT Operations and Service Delivery role? We have an exciting new opportunity to join our fast paced IT leadership team in Bexhill reporting directly into our CTO.

About the role

Reporting to the CTO, the primary purpose of the Head of IT Operations and Service Delivery role is to provide leadership and direction for the IT Operations and Service Delivery teams with respect to people, products, processes and technology, within the Technology Services function. You will work closely with the CTO to deliver the technology transformation strategy through the development and execution of the IT Operations service approach and tactical roadmap. You will be accountable

for all production IT systems in Hastings Direct being the custodian of the production environments which support the organisation, focused on the availability, performance, security and compliance of all IT services.


  • Manage and mentor a high performing and customer focussed IT Operations and Service Delivery department encompassing Production Support, Service Desk, Service Delivery, Performance & Service Improvement and Asset Management functions
  • Accountable for the availability, performance, security and compliance of all production business IT services
  • Create, develop and implement the IT strategy in terms of systems operations and support, service delivery and service management
  • Responsible for implementing an IT controls framework in IT Operations with defined RACI and processes to maximise service availability, security and data integrity
  • Owns the transition and integration process ensuring seamless promotion of products from project into BAU IT service
  • Identify and deliver opportunities for service and business improvement, and drive the analysis, identification, prioritisation and implementation of improvements and efficiencies including using automation, orchestration techniques and tooling to sustain and preferably increase system performance and availability
  • Accountable for owning and driving the Major Incident Management Process for all critical Colleague and Customer incidents to restore critical services as quickly as possible with minimal business disruption

About you

  • Successful track record of leading an enterprise IT Operations and Service Delivery function in a highly demanding environment with ten or more years' experience
  • Strong experience in defining and implementing target operating models for IT Operations delivery structures including internal talent and selection of suitable outsource partners as required
  • Proven success in leveraging traditional best practices such as ITSM as well as emerging methods, such as Agile and DevOps to increase service quality and agility
  • Deep understanding of technologies including Server and Desktop platforms, Active Directory, Virtualization, Telephony and Collaboration systems
  • Extensive experience of IT Service Management in an outsourced environment

Benefits for you

  • Competitive basic salary which we will share with you upon shortlisting, but do feel free to email the Recruitment team for more details in advance of your application -
  • Car allowance of £6,000
  • Up to 20% bonus earning potential
  • 27 days holiday
  • Life assurance
  • Competitive pension
  • Flexible benefits - buy or sell holidays
  • Discounted Hastings Direct products
  • A friendly, dynamic and flexible environment with a test-and-learn culture
  • Structured career path that rewards achievements and solid performance
  • Broad exposure to senior management and ability to contribute to real change

Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.