Location
- Belfast
- Birmingham
- Bristol
- Leicester
- London
- Normanton
- Warrington
About The Job
Enterprise Services provides and manages the enterprise IT capabilities that support the NCA and its partners in delivering operational outcomes across the Serious and Organised Crime (SOC) system. Operating 24 hours a day, 7 days a week, all year round, the team ensures services are reliable, resilient, and available when they are needed most. Working in partnership with suppliers, Enterprise Services maintains a strong focus on delivering cost‑effective, high‑quality services that meet current organisational needs while supporting ongoing transformation. The team leads the introduction of new services into live operation, ensuring they are implemented smoothly and deliver tangible value across the estate. Enterprise Services plays a critical role in managing and driving the supply chain, enabling the NCA to remain agile and responsive, while building and sustaining a future‑ready technology environment. The Head of IT Service Management – IT Operations is a senior leadership role responsible for defining and delivering the organisation’s IT service management strategy, ensuring processes are effectively governed, owned, and continuously improved. The role leads a high‑performing team to deliver secure, reliable, and customer‑focused IT services in a 24/7 operational environment, while acting as a key escalation point and trusted advisor to senior stakeholders. It holds accountability for service performance, availability, and security, as well as the successful transition of new services into live operation. Working closely with suppliers, the role ensures high‑quality service delivery, strong performance management, and value for money within agreed budgets.
Job Description
Are you ready to shape how IT services operate within a complex, fast‑paced environment? This is an excellent opportunity to join the National Crime Agency (NCA) at a key point in its technology evolution. You will be part of a passionate team that is building strong momentum around modern ways of working, balancing the demands of a critical legacy estate while adopting product and platform approaches that leverage cloud‑native capabilities to support the Agency’s mission. The environment is demanding and challenging but highly rewarding, offering a genuine opportunity to play a pivotal role in sustaining this pace of change and delivering the IT Service Management strategy. As a senior leader within the Digital, Data and Technology Enterprise Services function, you will ensure the large and diverse technology landscape operates reliably every day (24/7/365), while driving continuous improvement in how services are managed and delivered. This role is about maintaining stability while enabling progress, ensuring that change is delivered without compromising service performance. You will lead a team, work closely with internal colleagues and external partners, and have accountability spanning service desk operations, corporate IT services, incident and problem management, change control, service performance, and supplier management. This is a leadership role that requires you to set clear direction, support and develop your people, and ensure that services are delivered in a way that meets the needs of the organisation.
Person Specification
Leadership
Proven ability to set and deliver IT Service Management strategy aligned to business objectives, championing ITIL best practice and driving continuous improvement. A highly engaging, service‑driven leader with experience in coaching and developing high‑performing teams to deliver resilient, customer‑focused services at scale.
Service Delivery & Operational Excellence
Strong track record in delivering reliable, secure IT services within a 24/7 environment, with accountability for service availability, performance, and major incident management. Skilled in balancing legacy and modern platforms while driving service maturity, stability and to meet end user focused outcomes.
Stakeholder & Supplier Management
Demonstrated experience operating at a senior level, building trusted relationships with stakeholders and managing complex multi‑supplier ecosystems. Effective in driving supplier performance, ensuring value for money, and aligning service delivery with organisational priorities.
Essential Criteria
We will be assessing previous experience and how it demonstrates candidates’ ability to manage IT services across the full lifecycle, from design and transition through to live operation and continuous improvement. This includes evidence of involvement in key service management disciplines such as incident, change, and service management, as well as their understanding and application of best practice frameworks (e.g. ITIL). We will be looking for clear examples of the impact the candidate have delivered, along with their ability to work effectively with teams, stakeholders, and suppliers to ensure reliable, high‑quality services.
Qualifications, Membership And Licences
ITIL 4 Foundation qualification
Any applications from candidates not meeting this eligibility criteria will not progress.
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