IT Operations Lead

Job Title: IT Operations Lead

Location: Sunderland, SR5 2TZ

Salary: £39,357-£43,791

Reporting to: Head of Digital and Data

About Us:

Mental Health Matters (MHM) is a national charity with over 40 years of experience in delivering high-quality mental health and social care services. We have a positive impact on the lives of people living with mental health needs in our local communities. We provide services across England, led by a highly motivated and enthusiastic workforce who are committed to delivering the best quality services to those in need of support.

Everything about MHM is people focused, our people are central to delivering the highest quality of services to those we support.

Job Purpose:

Reporting to the Head of Digital & Data, the IT Operations Lead is responsible for the day-to-day leadership and management of MHM's IT infrastructure, systems and digital tools, ensuring they are secure, reliable and aligned to organisational needs.

The role provides technical leadership across the organisation, overseeing system performance, supplier relationships, cybersecurity and user support to enable effective service delivery and operational efficiency. Working closely with colleagues across Transformation and wider business teams, the postholder will support the delivery of digital initiatives, maintain robust data and security standards, and contribute to the continuous improvement of MHM's technology landscape, including the responsible adoption of emerging technologies such as AI.

Key Responsibilities:

• Lead the day-to-day management of MHM's IT systems, infrastructure and digital tools, ensuring they are secure, reliable and support effective service delivery.
• Oversee IT service performance, providing technical support where required and driving continuous improvement in the user experience.
• Manage relationships with the Managed Service Provider and other technology suppliers, ensuring high-quality service delivery, accountability and value for money.
• Oversee IT contracts, assets, change control processes and system lifecycles, ensuring effective governance, compliance and resource management.
• Maintain robust cybersecurity, information governance and data protection practices, including supporting DPIAs and deputising for the Data Protection Officer where required.
• Ensure core systems and infrastructure remain secure, scalable and integrated, working closely with Digital, Data and Transformation colleagues to support organisational priorities.
• Support the delivery of MHM's digital strategy and transformation initiatives, including the responsible adoption of emerging technologies and AI.
• Champion innovation and continuous improvement across IT services, systems and processes.

Requirements:

Essential

• Experience managing IT operations, infrastructure and business systems within a complex organisation.
• Experience working with Managed Service Providers and third-party suppliers, including contract and service performance management.
• Strong understanding of IT service delivery, cloud technologies, systems management and digital infrastructure.
• Knowledge of cybersecurity, data protection, information governance and UK GDPR compliance requirements.
• Experience delivering IT improvements, projects or digital transformation initiatives.
• Strong communication, stakeholder management and problem-solving skills, with the ability to explain technical concepts to non-technical audiences.
• A collaborative, organised and values-led approach, with the ability to manage competing priorities and deliver high-quality services.

Desirable

• Experience within the charity, health, social care or other regulated sectors, including supporting data protection or DPO responsibilities.
• Experience with cloud-based infrastructure, systems integration, digital transformation programmes or IT procurement and supplier management.
• Experience implementing or supporting AI-enabled, automation or other emerging technologies.

Everything about Mental Health Matters is people focused. We recognise that our people are central to delivering the highest quality of care and support to our service users.

We are proud to be a mindful and disability confident employer and to be recognised by Investors In People.

We offer a host of benefits for colleagues joining us on MHM terms and conditions, including:

• Pension (including additional contributions)
• Family-friendly policies, including enhanced parental and adoption leave
• Fully funded flu vaccines for any employees not entitled to free NHS vaccination
• 5 additional days annual leave for colleagues after 5 years’ service
• Cycle 2 Work and discounted gym memberships
• Discounts platform
• Salary sacrifice schemes
• Enhanced Employee Assistance Programme (EAP)
• Employee engagement platform and recognition scheme
• Investment in training and development