Head of IT Operations -Technology

This job has now expired
Westminster, London

The Technology Team is undergoing a transformation. Technology executes a mixture of on-premise, Cloud and 3rd party sourced Technology services, within a hybrid/modern infrastructure that utilises some of the latest technologies.

The Technology function serves over 700 staff in the National Church Institutions (NCIs) and NCIs' co-located bodies and aims to adopt common solutions across the NCIs where practical.

Technology provides a broad range of customer focused IT services such as technical architecture and support, networks, change management, business analysis, project management, Procurement, systems administration and applications hosting requiring a range of sophisticated and innovative skills.

As Head of IT Operations - Technology, you will act as the deputy for the Director of Technology.

You will be responsible for the leadership and operational management of our internal Business Analysts and Technology Projects team and for Business Relationship activities, managing technology projects and providing oversight on application support within our hybrid infrastructure portfolio, which includes both on-premise and cloud platforms.

You will ensure that we maintain effective partnerships with the departments of the NCIs to support their operational and business requirements, while advocating a culture of accountability, ownership and excellent customer focus.

To be successful, you will need the ability to lead on a range of services and projects, demonstrating a detailed understanding of the impact of change. With a high level of technical knowledge you will lead by example, quickly gaining trust and credibility and achieving best practice and customer satisfaction.

Interviews will be held w/c 23 September 2019

In return we offer a unique environment with opportunities for continuous learning, generous annual leave for work life balance, season ticket loans and a range of benefits including discounted entry to attractions and what we feel is a market leading package when it comes to our pension scheme.

The Role

  • Leadership and management of the Business Analysts and Technology Projects team in the Service Operations function including ongoing development of the team and recruitment needs
  • Build strong relationships across the NCIs, promote best practice and maintain high standards.
  • Establish and manage communication channels within and among departments to enable them to easily provide their feedback to IT on Technology issues and to clearly understand what Technology services are available and how to use them
  • Align with other Technology teams such as Infrastructure and Service Desk
  • Manage outsourced services and the respective vendors, ensuring contract terms and targets are met, service reviews take place and contracts are robustly managed and supported while contributing to a defined operating model and the future road map for Technology.
  • Translate NCIs’ business requirements into outline functional specifications and work with the 3rd party providers (where applicable) to impact assess and propose options on technical approach, resources, development duration, timelines and ballpark costs to deliver solutions.
  • Work with NCIs, other customer organisations and other technology stakeholders to identify, define and best practice methods for the use of technology, e.g. security, manageability, scalability, supportability and usability
  • Be responsible and coordinate resolution of all major incidents, problem management, technology change and risk
  • Oversee and manage the evolution of capabilities within the NCIs Business Analysis/Technology Project team to ensure that it can continually adapt to the evolving technology landscape, and changing business requirements and demand
  • Create, implement, promote and periodically review all applicable policies and procedures, in line with existing security and compliance policies
  • Work closely with key stakeholders, such as the Infrastructure Services Manager and Head of Technology to create, implement and promote operational KPIs and OLAs to track performance of services.
  • Provide regular analysis and reports that assist the Director of Technology and other senior managers to make informed decisions on Technology related IT challenges
  • Contribute to, shape, implement and promote the vision and strategy for Technology, including people, process and product.
  • Good understanding and exposure to Microsoft ‘stack’ and the various tools within.

The Requirements



  • Ability to lead the range of services provided by this role (Business Analysis, Change and Project Management, IT Security, IT Training & Communications, Business Partnering)
  • Ability to effectively problem solve and identify ways to help system users
  • Ability to explain systems matters to non – expert staff
  • Demonstrative project management experience
  • Strong written and verbal communication skills
  • Ability to work under pressure and to deadlines


  • Technical expertise and configuration experience in Microsoft systems
  • Significant experience in managing and completing projects
  • Detailed understanding of the impact of change, the inter-dependencies and impact on the business
  • Experience in writing and presenting reports for and to a variety of purposes and audiences
  • High level of technical knowledge to address a range of issues and assist IT colleagues with queries


  • Degree educated or sector gained experience
  • iTil Certified job experience

Personal Attributes:

  • Committed to delivering a high level of customer service
  • Able to lead by example, engender trust and demonstrate gravitas and credibility
  • Attention to detail, including tolerance and the ability to handle detail, analyse, understand and produce detailed information accurately
  • Committed to continuing professional development and identifying means to update key knowledge


This role is based at Church House, Westminster and and may occasionaly be required to work at Lambeth Palace, Bermondsey and Supported Housing locations across the Country



  • Business Analysis qualification
  • Contract Management qualification


  • Proficiency in methods and techniques for structured reviews of test plans, business cases and other key deliverables

We in the National Church Institutions support the mission and ministries of the Church all over England. We work with parishes, dioceses (regional offices), schools, other ministries and our partners at a national and international level.

Excellence, Respect, Integrity

We follow these three values in everything we do, whether we are of Christian faith, another faith or no faith. To learn more about working for National Church Institutions and our benefits, please click here

As we are a member of the Armed Forces Covenant, we welcome all applications from those you have served in our Armed Forces and their families

We are committed to building a culturally diverse workforce. As part of this commitment, we welcome applications from people, regardless of their background. As a Disability Confident committed employer, it is important to note that there may be occasions where it is not practical or appropriate to interview all disabled applicants who meet the minimum criteria* due to high volume. We limit the amount of interviews conducted to five applicants per open post we advertise.

*Where applicable depending on post requirements.