Head of IT Ops/Service Management

Head of IT Operations

London or Newcastle Upon Tyne (hybrid)

The Head of IT Operations is responsible for leading business application support, service delivery, service transition, and change management functions, ensuring the effective operation and continuous improvement of technology services across the Bank.

The role serves as a key Subject Matter Expert for Perenna's technology landscape, providing leadership, technical oversight, and operational governance across all business-critical systems and platforms.

The position reports directly to the Chief Information Officer (CIO) and plays a critical role in delivering secure, resilient, and high-performing technology services that support the Bank's strategic objectives.

Key responsibilities

• Lead the definition, implementation, and ongoing governance of the Service Transition framework, ensuring the seamless introduction of new and changed services into production whilst minimising operational risk and service disruption.

• Collaborate with internal technology teams and third-party service providers to plan, coordinate, and execute service transitions, ensuring clear accountability, effective handover, and operational readiness.

• Manage the end-to-end change management process across environments and managed services, working closely with service providers and support teams to deliver changes safely, efficiently, and in accordance with agreed service levels and governance standards.

• Conduct regular service performance reviews with key suppliers and technology partners, driving transparency, accountability, and continuous improvement against contracted SLAs, KPIs, and operational objectives.

• Partner with Risk, Compliance, Internal Audit, and external auditors to ensure adherence to organisational controls, regulatory requirements, and industry best practices across service management, service transition, change management, and operational governance.

• Develop, monitor, and report on meaningful service delivery metrics and operational performance indicators, providing actionable insights that support informed decision-making and continual enhancement of service quality and customer outcomes.

• Champion a culture of continuous service improvement, proactively identifying opportunities to enhance operational effectiveness, service reliability, automation, resilience, and user experience across the technology estate.

• Foster strong stakeholder relationships across business, technology, and supplier communities, ensuring services remain aligned to business priorities, regulatory expectations, and evolving customer needs.

• Own and run Change Advisory Board (CAB) regularly and as appropriate for business needs of Perenna Bank.