Head of Information Technology

Travel: UK-wide with occasional Europe / APAC engagement

Reporting to: Senior Technology Leadership

This is a newly created, senior leadership role focused on how IT services are experienced across the business.

The organisation is evolving from a traditional IT support model towards a more experience-led, product- and platform-aligned approach, and this role will play a key part in shaping that journey.

You’ll be responsible for defining and embedding IT Experience principles, improving how services are designed, governed, and delivered, and ensuring technology feels intuitive, reliable, and outcomes-focused for colleagues across the firm.

This is not a hands-on engineering role, and not a heavily ITIL-certified ITSM role — it’s about experience, influence, and delivery.

• Own and define the IT Experience strategy, aligned to short-, medium-, and long-term business goals
• Lead and develop a small, specialist team covering ITSM, UX, and IT Experience
• Drive improvements in service design, service transition, and digital workplace experience
• Modernise change management practices to support evolving product and platform teams
• Identify and deliver quick wins to improve perception and customer service experience
• Establish measurement and monitoring (e.g. XLAs, experience metrics, feedback loops)
• Work closely with Product, Platform, and CIO leadership to influence decisions and priorities
• Build strong relationships with senior stakeholders, including Managing Partners across the UK and internationally

• Comfortable operating at Head-of / senior leadership level
• Strong background working within complex, traditional, or regulated organisations
• Experience driving change management and process modernisation
• Ability to translate customer feedback into practical, deliverable initiatives
• Confident influencing senior stakeholders without relying on formal authority
• Pragmatic, outcomes-focused mindset — not process for process’ sake

• Newly created role with real scope to shape direction
• High level of influence across technology and the wider business
• Focused on outcomes and perception, not just operational metrics
• Opportunity to modernise how IT operates within a global, traditional environment

This is an ideal opportunity for someone who's looking to influence and shape the roadmap of a global enterprise. Please apply for more info.