Head of Systems Operations

Job Description

Head of System Operations Location: Hereford (5 days on-site) Function: Defence Reports to: Head of Engineering - MUST HOLD ACTIVE SC CLEARANCE TO BE CONSIDEREDAbout UsWe are a specialist technology organisation trusted to build, secure, and maintain highly resilient communications infrastructure for some of the UK's most critical services, spanning Government, Defence, Healthcare, Enterprise, and Data Centre environments.Our culture is defined by four core values: Security that sets us apart, Experience and empathy over ego, Teamwork at all times, and Trust built on always delivering.The RoleWe are looking for a Head of System Operations to take full ownership of the day-to-day leadership, performance, and operational effectiveness of our Operations function. This role bridges technical execution and operational management, driving the team away from reactive support toward structured, process-driven, and resilient service delivery.Key ResponsibilitiesProvide direct line management for the Operations team and Service Desk LeadBuild, develop, and structure a high-performing operational departmentSet clear expectations around delivery, behaviours, accountability, and standardsConduct performance reviews, coaching, 1:1s, and development planningOwn the day-to-day delivery of reliable, secure, and consistent IT operationsEnsure service uptime, availability, and performance across the estateDefine, implement, and enforce ITIL-aligned operational processesOwn incident, change, problem, and service transition processesChair or provide operational sign-off within Change Advisory Board activitiesOwn operational acceptance of new services transitioning from Engineering into live supportDrive problem management and root cause reduction across the estateOwn capacity planning across people, platforms, and service demandOversee asset lifecycle management and service sustainabilityLead and provide direction during major incidents and critical service eventsAct as the senior operational escalation point for the Operations teamReport operational performance, service risks, and improvement priorities to senior leadershipEnsure all operational activity aligns with security, compliance, and regulatory requirementsSkills & Experience RequiredStrong experience leading IT Operations, Infrastructure, or Service Delivery functionsProven track record managing technical teams and building operational capabilitySolid understanding of networking, firewalls, virtualisation, Linux, Windows, MDM, and cloud servicesExperience implementing ITIL-aligned operational processesStrong background in service transition, operational readiness, and continual improvementProven people leadership with the ability to build high-performing teamsStrong organisational and prioritisation skills in fast-paced environmentsTools & MethodologiesStrong working knowledge of ITIL-based service managementExperience with ITSM and ticketing platformsFamiliarity with monitoring, alerting, and reporting toolingProficiency in Microsoft 365Education & QualificationsDegree level or equivalent desirable but not essentialITIL Practitioner or equivalent experience strongly desirableLeadership or management training desirableRelevant technical certifications beneficialTPBN1_UKTJ