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About the Role
NewDay is seeking a Head of Technology Operations to lead services, teams, and technology experiences supporting colleagues, partners, and customers. This new leadership role reports to the Director of Technology Enablement and will shape the future of Technology Operations, overseeing service delivery, application support, workplace technology, service management, and major incident response. The role is pivotal in ensuring resilient, reliable, and continuously improving technology services, fostering an environment for high performance and excellent customer service. The focus is on evolving operational capabilities from reactive support to proactive, data-driven service excellence, influencing technology strategy, and building a modern operational function.
Responsibilities
- Lead Technology Operations across business applications, workplace technology, service management, and support functions.
- Create a flawless support experience for colleagues and commercial partners through high-performing service desk and operational teams.
- Drive service availability, performance, and operational resilience across NewDay's technology estate.
- Lead major incident management, ensuring calm, effective leadership and clear communication.
- Utilize data and insight to continuously improve service quality, customer experience, and operational performance.
- Partner closely with Engineering, Architecture, Infrastructure, Security, and Change teams to deliver a joined-up technology service.
- Develop, coach, and empower diverse teams and strategic partners.
- Provide trusted leadership and operational insight to senior stakeholders, governance forums, and executive audiences.
Requirements
- Significant experience leading Technology Operations, IT Service Management, IT Operations, or Service Delivery functions within a complex environment.
- Strong knowledge of ITIL-based service management, including incident, problem, change, and request management.
- Experience leading service desks, operational support teams, and managed service providers.
- A track record of improving service performance, customer experience, and operational resilience.
- Experience supporting business-critical applications and overseeing the transition of technology into live service.
- Strong stakeholder management skills and the ability to build trusted relationships across technical and non-technical audiences.
- A collaborative leadership style that develops people, fosters accountability, and creates an inclusive culture.
- Experience within Financial Services, Payments, Cards, or another regulated environment is beneficial but not essential.
Location
- Hybrid
Work Type
- Permanent
- Hybrid
About the Company
- At NewDay, technology is at the heart of delivering better financial futures for millions of customers.
- We're building a culture where talented people can do meaningful work, grow their careers, and bring their whole selves to work.
- We are a business where your ideas and expertise will directly influence the future of Technology Operations.
- You'll work alongside experienced, supportive leaders across Technology and Security.
- Development, growth, and continuous improvement are genuinely encouraged.
- Inclusion, collaboration, and wellbeing matter.
- You'll have the opportunity to make a visible impact in a business that serves millions of customers.
Equal Opportunity
- At NewDay, we value all types of diversity.
- We’re an equal opportunity employer and believe that our differences create a vibrant, authentic working culture.
- We want all our colleagues to feel able to bring their whole selves to work.
- We don’t discriminate on the basis of protected characteristics or identities.
- We make sure that every job is crafted to be inclusive and that people with disabilities or caring responsibilities can take part in the application and interview process.
- Tell us if you need accommodations: We’ll put reasonable adjustments in place to support you.
- We work with Textio to make our job design and hiring inclusive.