Head of IT Operations & Vendor Management

Key Responsibilities

• Lead and manage relationships with Managed Service Providers (MSPs) and strategic technology suppliers.
• Own and develop the IT service management framework, including SLAs, KPIs, and service performance metrics.
• Drive governance across incident, problem, change, and service review processes.
• Establish and maintain a robust vendor governance framework to ensure supplier accountability and performance.
• Manage operational budgets and oversee vendor commercial performance.
• Build, develop, and lead an internal IT operations function and capability.
• Develop service performance dashboards and reporting for senior stakeholders.
• Ensure operational processes are effective, scalable, and aligned with business objectives.
• Support operational readiness activities associated with technology transformation programmes.
• Engage with senior stakeholders to ensure technology services meet business requirements and expectations.

Skills, Knowledge and Expertise

• Proven experience in a senior IT Operations, Service Management, or Vendor Management leadership role.
• Strong background in IT service management, operational governance, and service delivery.
• Demonstrable experience managing MSPs and third-party technology suppliers.
• Experience developing and implementing vendor governance frameworks and performance management processes.
• Strong financial and budget management capabilities.
• Experience leading operational teams and developing internal capabilities.
• Excellent stakeholder engagement and relationship management skills.
• Strong understanding of incident, problem, change, and service management best practices.
• Excellent communication, leadership, and decision-making skills.