IT Service Operations Lead / Support Team Leader

IT Service Operations Lead to join a high-profile international charity.

The role will help build, improve and manage the technology service operations capability. The organisation is entering an important phase of growth and transformation, with technology playing an increasingly central role in how it scales services, supports users and delivers trusted, high-quality digital operations.

This is a hands-on team leader role. Small team to provide service support to 200+ staff globally. You will help shape how technology services are managed, supported and improved across the organisation. This will include service delivery, incident and problem management, service performance, supplier coordination, user support, continuous improvement and the development of clear operational processes.

The role would suit someone who has worked in IT service management, service delivery or technology operations and is comfortable operating in a growing, changing organisation where processes, tools and ways of working are still being developed.

Key responsibilities:

• Lead and improve day-to-day IT service operations across the organisation.
• Establish clear service management processes, including incident, request, problem and change management.
• Improve service performance, reporting, governance and operational visibility.
• Work closely with technology, product, engineering and business teams to ensure services are reliable, responsive and well supported.
• Manage service risks, dependencies, escalations and operational priorities.
• Support supplier and third-party service management.
• Help define standards, ways of working and service expectations across the technology function.
• Identify opportunities to improve tooling, automation, knowledge management and user experience.
• Build strong relationships with internal stakeholders and ensure technology services support organisational priorities.

Experience:

• Experience in IT service operations, IT service delivery, ITSM, technology operations or a similar role.
• Strong understanding of service management principles, ideally including ITIL or equivalent practical experience.
• Experience improving operational processes in a growing or changing organisation.
• Strong stakeholder management skills, with the ability to build trust across technical and non-technical teams.
• Comfortable working in ambiguity and creating structure where processes are still maturing.
• Ability to manage incidents, escalations, suppliers and competing priorities.
• A practical, improvement-focused approach with strong attention to service quality.
• Experience with service desk, ticketing, knowledge management or operational reporting tools would be useful.
• An interest in climate, sustainability, standards, data or mission-led work would be an advantage.

Home based remote working with expensed ad-hoc travel to the London HQ.

Excellent benefits package:

• 8% employer pension contribution from day one.
• 30 days annual leave.
• 4x life assurance.
• £500 wellbeing allowance.
• £500 home office equipment allowance.
• Enhanced parental leave.
• Training budget available for everyone.