Head of IT Operations
In response to the increasingly important role that John Lewis IT plays in the success of the business, a new organisational structure has been introduced that has created the need for this key Head of IT Operations role.
This reflects the increased complexity, volume and criticality of John Lewis IT to the success of the division and the new organisational structure will ensure that we remain as a leader in retail and affirms our place as the best IT retail outfit in the UK.
The Head of IT Operations is known for leading a team to deliver outstanding operational systems performance, day to day support and maintenance to business users in the most efficient way possible
Inspires, motivates and develops a high performing team who are respected as functional experts for IT. Coaches and supports team members to optimise their performance. Works as part of the JLIT leadership team to achieve collective success for JLIT, helps shape and develop the direction of the Operations function. Provides effective change leadership.
Has overall accountability for the delivery of outstanding IT operational service and leading the application management and infrastructure team. Establish and deliver appropriate service level agreements (SLAs) and strong working relationships across the John Lewis business areas. Sets the direction, strategy and targets for the ongoing development and continuous improvement of the team and takes accountability for delivery of this strategy.
Responsible for ensuring the application and infrastructure areas complies with agreed IT Controls and processes. Works closely with the Operational Controls team on Service Management processes such as Incident Management and Service Continuity.
Work with the Service Introduction function to ensure all implementations and systems handovers to Operations meet the defined criteria
Responsible for operational compliance to IT security policies. Networks across the divisional security community and external market to maintain an up to date view of operational systems threats and trends.
Work collaboratively across IT to ensure successful ways of working within JLIT and beyond. Works closely with the IT Leadership team . Has a strong understanding of the IT Operating Model and applies these processes in their work and role models to others.
Contributes to the development of the JL business experience strategy for IT operations and is accountable for its delivery.
Working with Managed Service Providers
Establish appropriate SLAs with service providers to JLIT including, Partnership Services.
Responsible for the cost of the operating system, continually look for ways to improve the budget aspects of Application and Infrastructure operations to deliver appropriate availability at the most appropriate cost.
Drive continuing efficiencies and process development within Operational Systems, which result in increased productivity and reduce the costs of JL IT application and infrastructure operations.
Required essential experience skills and qualifications
A wealth of experience and proven leadership at a senior level.
Experience of running IT operational management.
Understanding and experience of ITIL
Required desirable experience skills and qualifications