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Context The Head of IT Operations leads and continuously improves the organisation's end-to-end IT operational services. The role involves ensuring that IT services are delivered securely, reliably and efficiently in line with business expectations, regulatory requirements and agreed service levels.
In addition to owning service management and user-facing IT operations, the Head of IT Operations plays a key role in establishing and running IT Security Operations, coordinating system patching and vulnerability remediation, and overseeing end user computing and software asset management. The role acts as the operational backbone of IT, ensuring that services are stable, compliant, and resilient in a complex, research-driven environment.
The Head of IT Operations manages the entire IT Operations organisation, including Service Desk, End User Computing, ITSM processes, and operational security capabilities. Acting as the primary interface between IT and end users, this role shapes how IT services are delivered, consumed, and continuously improved across the organisation.
Working closely with other IT domain leaders (IT Infrastructure, Applications & Development, Information Security), the Head of IT Operations ensures strong operational coordination, security-by-design in day-to-day operations, and readiness for both routine activities and strategic initiatives.
Your team and environment Your team - 10 people across 3 areas • Service Desk - 6 agents | first line of support for 840 users across research and administrative functions • Operational Security - 3 specialists | endpoint protection, access management operations, patching, and incident response support • Software Asset Management - 1 specialist | licence compliance, CMDB, and vendor accountability
The IT Operations Office is structurally distinct from the Information Security.
On a day-to-day basis, you will work closely with the Head of Information Technologies service, your manager. He's in charge of 4 Offices, including the IT operations one. In total, around 40+ people (IT Service).
Description You will be mainly responsible for:
IT Operations Leadership & Governance · Manage the full IT Operations organisation, including Service Desk, End User Computing (EUC), IT Security Operations, and ITSM process ownership · Define and execute an IT Operations strategy aligned with the overall IT strategy, with a strong focus on service reliability and operational excellence · Establish clear operational governance, roles, responsibilities, and escalation paths across IT operational services · Act as a member of the IT leadership team, contributing to operational risk management, prioritisation, and decision-making
Service Management & ITSM · Own and continuously improve IT service management (ITSM) processes, including incident, request, problem, change, release, and service catalogue management · Own and continuously optimise the ITSM solution, driving adoption, automation, self-service, and process maturity in line with ITIL best practices
Service Desk, End User Computing & User Experience · Own Service Desk performance and service quality, ensuring a consistent, efficient, and user-centric support experience · Oversee End User Computing (EUC), including workplace services, device lifecycle management, operating system and application standardisation, and support for remote and hybrid working · Act as the primary interface between IT and end users, ensuring clear communication, expectation management, and a strong customer-service culture across IT Operations
Incident, Request & Operational Control · Lead incident and request management, ensuring effective prioritisation, timely resolution, and transparent stakeholder communication · Own and coordinate major incident management, including stakeholder communication, root cause analysis, and tracking of corrective actions
IT Security Operations & Patching · Manage IT Security Operations in coordination with Information Security and IT Infrastructure teams · Ensure operational execution of security controls, including endpoint protection, access management operations, monitoring, and incident response support · Oversee system and application patching processes, ensuring timely remediation of vulnerabilities across servers, endpoints, and core systems · Contribute to vulnerability management, audit readiness, and compliance activities from an operational perspective
Asset, License & Vendor Management · Own IT asset and configuration management, ensuring CMDB accuracy and lifecycle management · Oversee software license management, ensuring compliance, cost optimisation, and vendor accountability · Manage operational vendor relationships and service providers, ensuring performance against SLAs and contractual commitments · Support budgeting, forecasting, and cost control related to IT operational services
Performance Monitoring & Continuous Improvement · Define, monitor, and report on service performance using KPIs, SLAs, operational metrics, and user satisfaction indicators · Analyse trends, recurring incidents, and systemic issues, driving structured continuous service improvement initiatives · Champion standardisation, reliability, and operational excellence across IT services
Is Your profile described below? Are you our future colleague? Apply now! Education
Background & experience • Bachelor's degree in Computer Science, Information Technology, or a related field. • Relevant certifications (ITIL, Microsoft, cloud) is a plus • Extensive experience (10+ years) in IT Operations management, including hands-on experience in system management. • Proven experience managing Service Desk, End User Computing, and operational IT teams • Demonstrated experience implementing and running ITSM processes and tools • Practical exposure to IT security operations, system patching, and vulnerability remediation • Solid technical understanding of enterprise IT environments (endpoints, servers, networks, identity, applications) • Strong service-oriented and risk-aware mindset, balancing usability, security, and operational stability • Proven ability to manage incidents, security events, and operational escalations effectively • Experience with asset, license, and configuration management in complex environments • Strong analytical, organisational, and problem-solving skills • Excellent communication skills, able to engage with technical teams, management, auditors, and end users • Strong leadership skills with experience in managing and developing an IT Operations team • Ability to foster a collaborative and innovative team culture while providing coaching and professional development to team members • Proven ability to build and maintain strong relationships with business leaders, vendors, and other stakeholders • Solid project management skills, with the ability to manage multiple projects and priorities concurrently
You are probably not our candidate if… ✗ You have managed IT operations exclusively in environments with fewer than 300 users - the scale and diversity of an 840-person RTO will be a steep curve ✗ You are looking for a [...]