IT Service & Operations Manager

IT Service & Operations Manager (Charity) | London (Hybrid) | £60,000 – £70,000

Are you an experienced IT operations management professional who takes pride in simultaneously driving service improvement whilst delivering BaU and leading a small technical team, all while engaging confidently with non-IT stakeholders? This could be the role for you.

The opportunity

We're recruiting on behalf of a well-regarded, purpose-driven organisation based in Central London. This is a permanent, hybrid role (minimum two days per week in the office) with a competitive salary and strong benefits package.

You'll lead day-to-day IT operations across service desk, infrastructure, and cybersecurity, with overall accountability for service quality, resilience, and continuous improvement. You'll manage a small team directly and oversee relationships with external managed service providers and technology suppliers.

What you'll be doing

• Leading IT service delivery across service desk, infrastructure, and security functions, ensuring systems are reliable, secure, and fit for purpose
• Managing major incidents end-to-end: technical coordination, stakeholder communication, and post-incident review
• Owning supplier and contract management, holding MSPs and third parties to account against SLAs
• Maintaining and testing BC/DR plans, running tabletop exercises, and keeping the IT risk register current
• Embedding and improving ITSM processes, including incident, problem, and change management
• Identifying and remediating cybersecurity risks, working closely with governance and assurance colleagues
• Delivering operational IT projects on time and within budget
• Translating technical issues and service performance into clear, accessible language for senior stakeholders and leadership teams

What we're looking for

• Proven experience leading IT operations across service desk, infrastructure, and cybersecurity in a multi-supplier environment
• Strong working knowledge of Microsoft 365 and Azure, including identity, device management, and cloud governance
• Demonstrable experience of incident management, risk registers, and driving measurable service improvement
• A track record of managing suppliers and MSPs, including contract renewals and performance oversight
• Confident communicator who can engage non-technical audiences as effectively as technical ones
• Line management experience and the ability to develop and motivate a small team
• ITIL qualification desirable; relevant Microsoft, Azure, or security certifications a plus

Why apply?

You'll be joining an organisation where IT genuinely enables the mission, not just supports the back office. The team is small enough that your decisions matter and large enough that you'll have real resource to work with. If you're motivated by purpose as well as craft, this is worth a conversation.