Head of IT Operations

About the role

As Head of IT Operations you will lead the Technology Support Team and oversee the organisation’s IT infrastructure, systems and day‑to‑day technology operations. You will ensure technical issues are resolved efficiently, incidents are managed through to closure and root causes are identified and reported. You will oversee servers, cloud platforms, hardware and corporate and public networks while maintaining robust security, PCI‑DSS compliance and data‑protection standards. Working closely with the IT Director, wider IT teams and external suppliers, you will help shape technology strategy, deliver projects and continuously improve support services for colleagues and customers.

Responsibilities

• Lead and develop the Technology Support Team.
• Oversee the organisation’s IT infrastructure, including servers, cloud platforms, hardware, corporate and public networks.
• Maintain security, PCI‑DSS compliance and data‑protection standards.
• Manage incident lifecycle, ensuring efficient resolution, closure and root‑cause analysis.
• Shape technology strategy in partnership with the IT Director and wider IT teams.
• Deliver IT projects and drive continuous improvement of support services.
• Manage relationships with external suppliers and third‑party technology providers.

Requirements

• Senior IT Operations, infrastructure or technology support leadership experience, including direct management and development of a technical support team.
• Experience overseeing IT infrastructure across servers, cloud platforms, hardware, corporate networks, public networks and remote locations.
• Demonstrable experience of incident management, root‑cause analysis, problem resolution and delivering services against agreed service levels.
• Experience implementing or maintaining IT security and compliance controls (firewalls, network security, data protection, GDPR or PCI‑DSS).
• Evidence of leading technology improvement initiatives or projects, working with senior stakeholders and managing third‑party technology suppliers.

Qualifications

• Analytical and practical leader with a big‑picture view and strong attention to detail.
• Ability to explain complex technical matters clearly to diverse audiences.
• Skilled at prioritising competing demands and knowing when to involve others.
• Ownership mindset, openness to change and a collaborative approach.
• Experience of leisure operations, leisure management systems or CRM platforms is beneficial but not essential.

Benefits

• Pension with matched contributions up to 7%.
• Bonus scheme for colleagues at 2%.
• 35 days holiday (including bank holidays) with the option to buy or sell days.
• Healthcare cashback plan with private GP and health support services.
• Comprehensive wellbeing support (counselling, flu jabs, Employee Assistance Programme, Wellbeing Hub).
• Access to Place Rewards – discounts on groceries, travel, shopping, home products and lifestyle purchases.
• Ongoing training, professional qualifications, internal development programmes and career progression opportunities.
• Recognition programmes (Star Awards, Colleague Awards).
• Strong focus on inclusion, wellbeing and colleague engagement.
• Free membership to Places Gyms.
• Life assurance and will‑writing services.

Schedule

Location: The Gurney Office, Building Three, Watchmoor Park, Camberley, Surrey, GU15 3YL.

Work pattern: 3 days a week on‑site.