Head of IT & Telephony

Our business is a forward-thinking organisation dedicated to delivering exceptional service and continuous innovation for our business clients. As we scale, we are seeking a dynamic Head of IT & Telephony to lead our technology operations and ensure our infrastructure is robust, secure, and positioned for the future growth we anticipate.

Role: Head of IT & Telephony

Salary: 75 – 90k + bonus + bens

Location: While this is a remote role, regular travel to the companies office in Basingstoke will be required

We are seeking an individual who has worked within a business who have customer contact centre operations.

The Role

As the Head of IT & Telephony, you will drive the strategic direction of our IT, telephony, and communications systems. You'll be responsible for ensuring our technology environment supports business growth, enhances productivity, and maintains world-class reliability.

You will lead a talented team while working closely with senior leadership to shape long-term technology strategy.

Key Responsibilities

• Own the architecture, resilience, and availability of our telephony platform.
• Lead and develop the IT & Telephony team, ensuring high performance and strong service delivery.
• Oversee the design, management, and optimisation of IT infrastructure, networks, and cloud environments (Azure/AWS)
• Manage all call routing, IVR systems, and queue management to ensure accurate, efficient, and immediate call handling.
• Develop and execute a long-term technology strategy that aligns with the company's growth, efficiency, and service quality goals, with a strong emphasis on leveraging AI to create competitive advantage.
• Manage cybersecurity posture, compliance, and risk mitigation across the organisation.
• Drive digital transformation and implement new technologies that enhance operational efficiency.
• Oversee IT budgets, vendor relationships, and technology procurement.
• Ensure swift and effective resolution of incidents, problems, and service requests.
• Create and maintain IT policies, disaster recovery plans, and technical documentation.

About You

You're a strategic, hands-on technology leader with a track record of delivering reliable IT services in a fast-paced environment. You combine strong technical expertise with excellent communication and leadership skills.

Essential Skills & Experience

• Proven experience in a senior IT leadership role and experience
• Expertise in managing telephony platforms (VoIP, SIP, cloud contact centre solutions).
• Strong knowledge of networking, cloud services (e.g., Microsoft 365, Azure, AWS), and cybersecurity best practices.
• Experience leading and developing cross-functional technical teams.
• Strong project management and stakeholder engagement abilities.
• Ability to balance strategic planning with hands-on problem solving.