Head of Digital Operations

We are seeking an experienced Head of Digital Operations/ Digital Services to lead the end-to-end management of our digital infrastructure and services, overseeing critical functions such as infrastructure, cloud engineering, application support, service desk, release management, license and budget management, procurement, and service user technology services.

This is a key leadership role that ensures the stability, scalability, and performance of all digital services across the organisation, supporting both operational efficiency and exceptional service delivery to internal and external stakeholders. 

Please Note: This is a full time position, working in a hybrid capacity you will be required to travel to our offices in Birmingham and London as required.

Key Responsibilities: 

Digital Infrastructure & Cloud Engineering: 

• Infrastructure Leadership: Work with internal and external experts to oversee the design, implementation, and maintenance of IT infrastructure, ensuring high availability, security, and scalability across all systems. 

• Cloud Strategy & Management: Work with internal and external experts to lead cloud engineering initiatives, managing cloud-based solutions (e.g., AWS, Azure) to support business needs and drive digital transformation. 

• Disaster Recovery & Continuity: Develop and maintain disaster recovery and business continuity plans, ensuring minimal downtime and operational resilience in the event of incidents. 

Application Support & Service Desk: 

• Application Support: Ensure the reliable operation, support, and optimisation of key business applications, addressing performance issues and minimising system downtime. 

• Service Desk Management: Lead a responsive and efficient IT service desk that provides first-class support to end-users, resolving incidents, managing tickets, and ensuring SLAs are met. 

• Escalation Management: Implement processes to escalate critical issues and prioritize their resolution, coordinating between service desk, engineering teams, and third-party vendors. 

Experience: 

• Minimum of 5 years of experience in IT Operations, with at least 3 years in a leadership role overseeing digital service operations 

• Proven track record of managing cloud-based environments (e.g., AWS, Azure, Google Cloud) and digital infrastructure. 

• Experience with ITIL, release management, change control, and service management processes. 

• Strong financial and budget management experience within IT or digital services, including license compliance and vendor management. 

Education: 

• Relevant certifications (e.g., ITIL, PMP, AWS Certified Solutions Architect, Microsoft Azure Certification) are advantageous. 

Skills: 

• Good understanding of IT infrastructure, cloud engineering, and application support best practices. 

• Strong leadership and team management skills, with experience leading cross-functional IT teams. 

• Excellent problem-solving abilities, with the capacity to troubleshoot complex technical issues and implement effective solutions. 

• Strong vendor management and negotiation skills, ensuring the organisation receives maximum value from suppliers. 

• Excellent communication and interpersonal skills, with the ability to engage stakeholders across all levels of the organisation. 

• Knowledge of regulatory compliance and data security standards, especially in environments involving sensitive service user or customer data. 

Why Cygnet? We’ll offer you…

• Competitive Salary: Up to £120,000pa DOE plus Car Allowance
• Opportunities for career development and growth within a digitally forward-thinking organisation. 
• A collaborative, inclusive work environment with exposure to cutting-edge technology and innovation. 
• The opportunity to lead a team that drives critical digital services supporting both internal operations and service user outcomes. 
• Expert supervision & support
• Employee referral scheme
•  Health Cash plan
• Enhanced maternity pay: 8 weeks full Pay, 18 weeks half Pay (Inclusive of SMP) followed by 13 weeks SMP.
• 24 hours free GP support line
• Free life assurance cover
• Free eye tests
• Car lease discounts
• Discounted gym membership
• Free mortgage broker and Insurance cover
• Pension scheme
• Employee NHS – discount savings & “Cycle to Work” scheme
• Smart Health Toolkit- Providing you with Fitness Programmes, Nutrition consultation and Health checks

Please note: successful candidates will be required to undergo an enhanced DBS check.

Ready to make a positive change?

If interested, please apply below.

What next?

If you care about making a difference – we want to talk to you.