Head of Service Operations

Location: Marlow, United Kingdom; hybrid working with 2–3 days in the office and 2–3 days working from home

Company

hirify.global is a UK technology solutions business helping customers use technology to succeed through its Services Group and managed service capabilities.

What you will do

• Lead the Service Operations function and build the coordination team from a standing start.
• Own the operational control model for live services across technology towers, delivery partners, and locations.
• Lead the Unified Service Desk through its management line, with accountability for service levels, workforce planning, shifts, and quality of handovers.
• Own incident, problem, change, and major incident management practices across live services.
• Establish consistent prioritisation, escalation, ownership, and operating standards across delivery teams and time zones.
• Reprioritise engineering backlogs based on customer impact, risk, and ageing while holding tower leadership accountable to the evidence.

Requirements

• Extensive senior operational leadership experience in live service delivery, managed services, or an IT service provider environment.
• Experience running services for multiple customers concurrently and controlling multi-tower, multi-team, or multi-partner operations.
• Strong major incident command experience, including recovery under pressure and communication with senior stakeholders and customers.
• Experience building a function, capability, or operating model from a standing start and running an established operation.
• Ability to maintain evidence-based decisions with senior technical and commercial stakeholders and challenge poorly justified escalations.
• Experience establishing decision rights, operating rhythms, and quality standards in a busy operational environment.

Culture & Benefits

• Hybrid working with 2–3 office days and 2–3 home-working days.
• Flexible start and finish times.
• Flexibility around school pick-up and drop-off.
• Supportive, collaborative, and inclusive working environment that encourages different perspectives.
• Adjustments and confidential support are available throughout the recruitment process for disability or neurodiversity-related needs.

Hiring process

• Apply through the hirify.global recruitment process.
• Adjustments and mitigating circumstances can be discussed confidentially during recruitment.