Head of IT Service Operations

Southampton, Hampshire
05 Jul 2022
17 Jul 2022
IT, Public Sector
Full Time
Contract Type

About the job 


We welcome applications from all communities and we don’t discriminate against any identity. We’re interested to hear from you, regardless of your background.

The Maritime and Coastguard Agency (MCA) implements the government's maritime safety policy in the United Kingdom and works to prevent the loss of life and occurrence of pollution on the coast and at sea.

We provide a 24-hour maritime search and rescue service around the UK coast and in the international search and rescue region through HM Coastguard. We also inspect and survey ships to ensure that they are meeting UK and international safety rules, provide certification to seafarers, register vessels and respond to pollution from shipping and offshore installations.

Our vision is to be the best maritime safety organisation in the world.

Safer lives, Safer ships, Cleaner seas.

Find out more about what it's like working at the Department for Transport.

Would you love to work for an organisation that adds real value, saves lives and protects people at sea?

Can you deliver against strategic objectives?

Do you have what it takes to motivate yourself and your team during difficult times?

If so, we have an exciting and rare opportunity for a proactive individual to join our passionate team as the Head of IT Service Operations. If the above sounds like you, then we would love you to apply!

Job description

The person in this leadership role is accountable for the IT operations for the Maritime and Coastguard Agency. The Head of IT Service Operations is responsible for the effective and efficient operational support of all third-party and internally managed IT services used to support all business process across the Agency.

This individual will have a diversified background of technical application and infrastructure experience, demonstrated project management acumen and excellent vendor management skills, be an adept leader of people, plus have a superior, service-oriented approach to IT operations. This individual is also responsible for operational service management processes to ensure quality, efficiency, productivity, and agility goals are achieved. As a member of the IT leadership team, the role contributes to the development and execution of the IT strategy and ensures its alignment with the Agency's business strategy and the delivery of capabilities required to achieve business success.

Please note: For this role, you can be based anywhere but there is an expectation for you to attend Southampton HQ at least twice a week. MCA supports flexible working and operates a hybrid working model between home and office for this role, giving you greater flexibility over where and when you work. Details of the arrangement will be discussed further with your line manager.


Your responsibilities include but are not limited to:

• Accountability for operational activities for the IT Directorate, by means of cross-team coordination, collaboration and flexibility, avoiding technical silos within the directorate

• Leading the development of the operations aspects of the Service Operations strategy and roadmap and ensuring its integration with the broader IT and enterprise strategic plans

• Developing and controlling the IT operations annual operating and capital expenditure budget for Service Operations and managing expenses to stay within plan

• Ensuring all live digital, data & technology services meet their performance requirements encompassing customer-facing services and the enabling infrastructure services

• Defining the performance KPIs for operational processes and systems, and driving their continuous improvement

• Supporting the Service Operations sourcing strategy and providing oversight for vendor and partner relationship management

• Working closely with HR to execute the Service Operations "people strategy" that defines appropriate metrics and aligns with the business and IT strategy. Continually looking for leading-edge and innovative solutions to the recruitment, development and retention of the IT operations workforce

• Providing leadership, coaching and direction to the IT operations management team and staff by living and breathing the values set out in the Civil Service Leadership statement - remaining positive, engaged, enthusiastic, and committed to the vision of the organisation at all times

Please refer to the attached role profile for further responsibilities.

About You

As the successful candidate, you will be accountable for setting the vision and strategy for service management, ensuring processes are owned, embedded and improved. You will lead a team of around 50 technical team members, within the Infrastructure Support, Application Support and Service Desk teams, providing excellent services, ensuring that there are adequate resources and capacity to execute effectively. You will lead a team providing excellent services, ensuring that there are adequate resources and capacity to execute effectively. You will also represent the Service Operations function at a senior level and act as an escalation point for business stakeholders.


We'll assess you against these behaviours during the selection process:

  • Changing and Improving
  • Working Together
  • Delivering at Pace
  • Communicating and Influencing
  • Seeing the Big Picture
  • Leadership
  • Making Effective Decisions

Technical skills

We'll assess you against these technical skills during the selection process:

  • Incident management
  • Service focus
  • Continual Service Improvement
  • Technical understanding
  • Ownership and initiative
  • Continuity management


Being part of our brilliant Civil Service means you will have access to a wide range of fantastic benefits. We offer generous annual leave, attractive pension options, flexible working, inclusive working environments and much more to support a healthy work/life balance.

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