Head of IT Operations

The Head of IT Operations is accountable for the safe, resilient, reliable, and cost‑effective operation of all IT services across the organisation, ensuring front‑line and supporting functions can deliver high‑quality care without disruption.

The role leads Infrastructure and Service Desk functions, providing end‑to‑end operational ownership of live services, including Assisted Technology, and full accountability for supplier performance, service levels, and associated risks. Working in partnership with Business Applications, Data, and Cyber functions, the role enforces operational standards and readiness to maintain stability, security, and usability across the IT landscape.

The postholder has delegated responsibility for management and control of the full IT budget, including forecasting, cost optimisation, and supplier spend, operating within agreed parameters. Acting as the Director of ITs delegated authority, the role ensures services are controlled, measurable, and auditable, providing executive assurance that operations are stable, risks are proactively managed, and priorities remain aligned to organisational need and care impact.

The role is also accountable for delivery of IT Annual Business Plan commitments within its remit.

• Leadership of IT Operations function including Service Desk, Infrastructure and Project Delivery teams
• Accountability for operation of all live IT services across a multi-site, 24/7 care environment
• Delegated responsibility for the full IT operational budget, including supplier spend and cost control
• Oversight of multiple third-party suppliers and service partners delivering critical IT services
• Operational dependency across all business services supporting care delivery

• Own all live IT and Digital services, including Assisted Technology, ensuring availability, performance, resilience, and security
• Ensure effective operation of IT services within a 24/7 care environment
• Act as Major Incident Lead, providing command, coordination, and executive communication during critical incidents
• Own disaster recovery and service continuity arrangements, ensuring controlled and timely restoration of services

• Manage and control the IT budget, including forecasting, cost optimisation, and supplier spend, within agreed parameters
• Hold accountability for supplier performance, service levels, and associated risks
• Lead supplier governance, performance management, and contract re-negotiation to ensure value for money
• Ensure suppliers operate effectively within AFG’s IT operating model

• Ensure IT services are stable, controlled, measurable, and auditable
• Provide clear visibility of service performance, financial position, and technical risk
• Identify, manage, and report operational risks, ensuring proactive mitigation
• In partnership with Enterprise Applications, Data, and Cyber teams, enforce operational standards, controls, and service readiness across all live services

• Lead and develop IT Operations teams, ensuring performance, capability, and resilience
• Provide clear direction and accountability across Service Desk and Infrastructure functions
• Build a culture of service excellence, ownership, and continuous improvement

• Deliver all IT Annual Business Plan commitments within remit
• Contribute to development and execution of IT & Digital strategy, ensuring operational viability
• Ensure effective transition of new systems and services into live operation

• Significant experience in IT operations leadership at Head of, equivalent or above level
• Experience leading Service Desk and Infrastructure teams within a complex, multi-site environment
• Demonstrable ownership of live service performance and operational stability, including within 24/7 environments
• Proven experience managing and holding to account multiple suppliers and service partners
• Experience of managing and controlling IT budgets at scale, including forecasting and cost optimisation
• Experience leading major incident response and service recovery
• Experience operating at senior level, contributing to strategy…