Head of IT Service and Operations

Information Technology

Job Reference



Information Technology


Business Professionals


Leeds, United Kingdom



The role


Reporting to the IT Director, the Head of IT Service and Operations is a key member of the IT Leadership Team.  The post requires a leader able to act as a role model and mentor to a team of Senior IT Operations Managers, to nurture our culture of service excellence through good industry practice and exceptional people management.  Key to the success of the role is leading a team of highly capable senior managers in a collegial way with a focus on delivering and improving the service from a customer centric point of view. The right candidate will enable a collaborative, energetic, flexible, fun and productive working environment. Crucially, the right candidate will have a passion for running large operations teams.

The Head of IT Service and Operations will establish and maintain strong and influential relationships across our internal customer base and suppliers. The role will be responsible for our on-going evolution towards modern engineering practices, eg Agile, DevSecOps and maturity of Enterprise service management processes.

This role is ultimately accountable for the following areas: Supplier Value and Asset Management, ITSM squad – Service transition and Integration, Incident Management – insourced service desk, Problem Management; 3rd line resolver groups that cover Services and Platforms, Cloud CoE, Solution design and project engineering.

This is an international role, with 6 Senior Managers across EMEA and AsiaPac reporting into it, and is responsible for approximately 200 members of staff.


People and team management - ensure the team are optimally structured, managed, motivated and nourished. Vital to this role is a focus on developing and maturing the team to use modern engineering practices.   

Collegial Leadership - a collegial leader shares power and authority equally among a group of colleagues. A collegial style is characterised by an atmosphere where you and your personnel all work together as a team to solve problems. As a 'Head of', you should build a culture that helps employees to feel comfortable sharing divergent views. Employees collaborate to identify, assess and solve problems in productive ways that avoid conflict.

Operations – effective, executive leadership of the internal team and suppliers, driving the delivery of the services necessary to support customer requirements on an on-going basis, to exceed service level obligations. Responsible for the alignment of processes across the International department, ensuring we work as one team internationally, advocating good practices including:

  • Enterprise service management

- Request, Incident and Major Incident Management
- Reactive and Proactive Problem Management
- Change Management
- Service Transition and Integration
- Knowledge
- Asset, Release and configuration management
- DevSecOps, Infrastructure as Code, and Agile methodolgies

  • Supplier Management and 'buying' Procurement
  • Software Asset Management
  • Continual service improvement
  • Vulnerability Management / Patch Management and security accrediations, including Cyber Essentials Plus

Process Improvement and automation – on-going improvement and automation of our operational processes and ticketing/workflow systems to ensure we deliver the highest quality for the lowest cost.

Strategy - working closely with key stakeholders within internally and across the broader business, to understand and deliver service offerings that meet the customers’ needs.

Finance - Plan, manage and control a large operational budget.

Industry awareness - Maintain awareness and contemporary knowledge of developments in the IT industry and provide suitable interpretation to the team.

Standards - Ensure that internal standards and policies are adhered to at all times, and are appropriately improved in line with continual service improvement activity.  Examples of standards include data protection, data residency and cyber security.

Low level design and project engineering – working with peers in other IT functions to ensure that projects and other potential changes are built in an efficient and supportable way, and can be safely transitioned into live service.  

Cloud Centre of Excellence - Support and influence the IT strategy and evolve the Operations team to support our move to cloud technologies. Ensure services are well supported, rightsized and optimised.



DLA Piper is a global law firm with lawyers located in more than 40 countries throughout the Americas, Europe, the Middle East, Africa and Asia Pacific. Our global reach ensures that we can help businesses with their legal needs anywhere in the world. We strive to be the leading global business law firm by delivering quality, service excellence and value to our clients and offering practical and innovative legal solutions to help them succeed. Our clients range from multinational, Global 1000, and Fortune 500 enterprises to emerging companies developing industry-leading technologies, as well as government and public sector bodies.


In everything we do connected with our People, our Clients and our Communities, we live by these values:

  • Be Supportive – we are compassionate and inclusive, valuing diversity and acting thoughtfully
  • Be Collaborative - we are proactive, passionate team players investing in our relationships
  • Be Bold - we are fearless and inquisitive, challenging ourselves to think big and find creative new solutions
  • Be Exceptional - we are strategic and driven, exceeding standards and expectations


At DLA Piper, diversity and inclusion underpins how we live our values and everything we do.  We believe that everyone has a voice, and that everyone’s voice counts. We know that the rich diversity across our firm makes us stronger, more innovative and creative, which helps us to better serve our clients and communities. We are committed to providing an inclusive working environment and culture across our global firm, where everyone can bring their authentic self to work. 

Diversity of perspective, thought, background and culture combine to make us the leading global law firm; that’s why we actively seek to build balanced teams. We welcome the unique contribution that you will bring to our firm and actively encourage applications from all talented people – however your talent is packaged, whatever your background or circumstance and regardless of how you identify.

We support anyone with a disability or long term health condition to ensure they have the opportunity to perform at their best. If you have not done so already, please let us know if you require any support so we can make the right adjustments and considerations should they be required.


We know that people have responsibilities and interests outside of their career and that as a business, we all benefit from working flexibly. That's why we are open to discussing with candidates the different ways in which we are able to support requests for agile working arrangements.


In the event that we make an offer to you, and where local legislation permits, we will conduct pre-engagement screening checks that may include but are not limited to your professional and academic qualifications, your eligibility to work in the relevant jurisdiction, any criminal records, your financial stability and references from previous employers.