Head of Technology Operations (UK&I)

Important High Level Summary Notes

Please read the below high-level overview carefully, and if this position is of interest please contact me directly for a chat - my details are below:Lorenz Pasch at Hays Recruitment. My mobile and email address are available on my LinkedIn Profile. This role is not suitable for candidates whose experience is limited to hands-on technical delivery, infrastructure engineering, or purely managing small teams without regional ownership. You must be able to demonstrate:

• Ownership of technology operations or service delivery across a region, country, or major business unit
• Acting as the senior escalation point for major incidents and service issues, engaging directly with business stakeholders
• Strong experience across incident, problem, and change management in enterprise environments
• Proven ability to manage service performance (SLAs/KPIs) and drive operational stability
• Experience working with senior business stakeholders, not just internal IT teams

If your experience does not include the above, this role will not be a match. The Role Hays is a FTSE 250 recruitment leader with a global footprint, combining decades of expertise with a bold technology strategy focused on modernisation, digitalisation and innovation to power progress through people and market-leading tech. With deep specialism across STEM and digital domains, Hays leverages data-driven insight and a worldwide tech talent network to help organisations secure the skills they need today and for the future. Backed by significant investment in its technology transformation and strategic partnerships, Hays is shaping the future of tech recruitment and supporting businesses as they build tomorrow's workforce.This role owns Technology Operations across the UK & Ireland, acting as the regional lead responsible for service performance, stability, and stakeholder alignment.You will sit at the intersection of technology and the business, ensuring that services are delivered consistently, issues are resolved effectively, and operational performance meets agreed standards.You will act as the primary regional escalation point, providing leadership during service disruption, driving continuous improvement, and ensuring alignment with global operating models.

What You'll Own Regional Service Delivery & Stability: Own service performance across the region, ensuring SLAs, KPIs, and operational standards are consistently met.Major Incident & Escalation Leadership: Act as the senior escalation point for critical incidents, driving resolution, communication, and stakeholder confidence.Stakeholder Engagement: Build strong relationships with regional leadership, acting as the trusted interface between the business and Technology Operations.Operational Governance: Ensure consistent execution of global processes across incident, problem, change, and service management.Demand & Change Oversight: Govern regional demand for small change, ensuring prioritisation, alignment, and control.Financial & Cost Awareness: Own regional operational budgets, ensuring cost transparency, forecasting accuracy, and financial accountability.

What We're Looking For You will bring experience from enterprise-scale environments, where operational performance, stakeholder engagement, and service stability are critical. Key experience includes:

• Leadership of IT Operations or Service Delivery at regional level
• Strong command of ITIL-based service management frameworks
• Proven experience acting as a business-facing escalation lead
• Ability to translate operational performance into business impact
• Experience managing or influencing MSP/vendor delivery environments
• Strong communication, leadership, and stakeholder management skills

Why This Role

• Real ownership: Full accountability for UK&I technology operations
• Business exposure: Direct engagement with senior stakeholders
• Impact: Ability to drive measurable improvements in service stability and performance
• Visibility: Key role within a global technology operating model

Package

• Competitive base salary + bonus + benefits aligned to the seniority of the role.

Contact

• Lorenz Pasch at Hays Recruitment. My mobile and email address are available on my LinkedIn Profile.

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