IT Service Operations Lead / Support Team Leader

About the role

We are looking for an IT Service Operations Lead to join a high‑profile international charity. In this hands‑on team‑leader position you will shape and manage technology service operations for a global workforce of over 200 staff.

Key responsibilities

• Lead day‑to‑day IT service operations and continuously improve service delivery.
• Establish and maintain incident, request, problem and change management processes.
• Monitor service performance, produce reporting, and ensure governance and operational visibility.
• Collaborate with technology, product, engineering and business teams to keep services reliable and responsive.
• Manage service risks, dependencies, escalations and operational priorities.
• Oversee supplier and third‑party service management.
• Define standards, ways of working and service expectations across the technology function.
• Identify opportunities for tooling, automation, knowledge management and user‑experience improvements.

Required profile

• Proven experience in IT service operations, service delivery or ITSM within a growing or changing organisation.
• Strong understanding of service‑management principles, preferably with practical ITIL experience.
• Demonstrated ability to improve operational processes and build trust with both technical and non‑technical stakeholders.
• Comfortable working in ambiguity and creating structure where processes are still maturing.
• Hands‑on experience managing incidents, escalations, suppliers and competing priorities.

Required skills

• ITIL (or equivalent) methodology
• ITSM tools and service‑desk platforms
• Incident, problem and change management
• Automation and tooling improvement
• Knowledge‑management systems

What we offer

• Opportunity to influence technology services in a mission‑driven international charity.
• Leadership of a small, global support team.
• Collaborative environment with technology, product and engineering partners.