Job Vacancy Head of IT Service Management (IT Operations) - National Crime Agency - G6

Leadership - Highly engaging and service‑driven leader able to build trust and provide clear direction at a senior level within a complex, technology‑driven organisation. Proven leader of high‑performing teams, applying industry standards and best practice to continually improve services and deliver organisational value. Effective team leader with the ability to see the bigger picture, make sound decisions, and drive continuous improvement while maintaining high performance.

Operational and Service Excellence - Strong understanding of IT services, products, tools, methods, procedures and software used in the delivery and management of modern IT environments. Demonstrated ability to improve performance, drive service delivery excellence and lead turnaround activity in challenging or fast‑moving environments. Skilled service manager with a strong customer and end‑user focus, able to simplify processes and deliver efficiencies, particularly in complex or legacy IT environments.

Stakeholder Engagement and Communication - Excellent stakeholder engagement skills, able to work credibly with technology experts, senior leaders, customers and end users.  Strong communicator with the ability to influence, gain buy‑in and adapt messaging for diverse audiences in high‑pressure or complex contexts.

Agile and Multi‑Disciplinary Team Working - Experienced in agile ways of working, enabling multi‑disciplinary teams to work flexibly and meet delivery standards. Proven ability to coordinate diverse skill sets and bring teams together to achieve effective delivery under tight or shifting timelines.

ITIL 4 Foundation qualification

Belfast, Birmingham, Bristol, Leicester, London, Normanton (Calder), Warrington
For roles based in London, your contractual place of work will be Stratford. While the Stratford site is expected to become operational from November 2025 – March 2026, you will be required to carry out your contractual duties from Vauxhall or another reasonable location on a temporary basis during the interim period.

Please note that, as Stratford will be your contractual place of work, any subsequent move from a temporary location will not entitle you to payments for travel time or costs under the Relocation and Excess Travel Policy.

Have you got the skills and experience to set the vision and strategy for service management, within a complex organisation? 

If so, continue reading to find out more about this fantastic opportunity to join the National Crime Agency (NCA) as it continues its digital and technology transformation.  

This is a critical, high impact, leadership role within the Digital, Data and Technology Enterprise Services function. At the heart of delivering and managing a complex technology estate with a strong focus on service, delivery and innovation, this leadership role will ensure operational excellence, service readiness, continuous improvement, user centricity, and importantly, alignment with our strategic objectives and vision.  

You will act as a role model to create a high performing, service driven and customer centric division. You will be accountable for delivering high-quality, customer-focused IT services working with partners and suppliers including service desk operations, corporate IT services, incident and problem management, change control, service performance monitoring, contract management and business relationship management. 

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