Head of Service Operations

Date Posted: 01/11/2023

Location: London

Job Type: Full time

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Who are Just?

We’re a FTSE 250 Financial Services company who specialise in retirement solutions and right now, our world is moving pretty quickly. With the defined benefit buy in / buy out space growing each year, Just continues to annually grow its business by over £2bn of assets.

We are a purpose driven company with compelling and credible goals. Quite simply, we help people achieve a better later life. We achieve this by providing competitive and innovative products, services, financial advice and guidance to help our customers achieve security, certainty and provide them with peace of mind in retirement.

That’s who we are. We’re a company on a mission: to become a beacon for the entire retirement industry. Because we believe everyone deserves a fair, secure, and fulfilling retirement.

About the role

This role will significantly transform our capabilities to help grow and thrive in a digitised based future. At the heart of that goal is the need to modernise and transform our technology environment, the capabilities of the team that supports it and the need to embed a service-led, consumerisation and cloud-centric mindset/ways of working.

Moreover, the role will support the strategic aspirations of the organisation, enabling digitisation, keeping the lights on and driving a step change in the responsiveness, flexibility, efficiency and operational effectiveness in way technology is used by our business.

Leading the operations team within technology, this role is accountable for service & support, platform & cloud operations, enterprise/corporate and packaged applications management, collaboration services, infrastructure and corporate systems.

Ensuring both our internally and externally focussed systems & products are secure, scalable, maintainable, ‘always-on’ and meet corporate & regulatory controls in-line with agreed performance/service metrics.


  • Lead, manage and motivate the Technology Operations teams to provide exceptional performance and service to internal and external clients. 

  • Influence and improve team performance and results by showing influential and impactful leadership skills, promoting team ethics, coaching and counselling members of your team alongside planning, monitoring and appraising direct reports. 

  • Proactive attraction, development and retention of diverse talent to  generate robust pipeline of high potential employees. 

  • Drive and foster engagement initiatives through the team

  • Ownership of budgetary management to identify opportunities for savings and potential new revenue streams. 

  • Develop a strategic plan and departmental goals to maximize workflow and meet the needs of other departments in the organisation. Ensure systems are fully utilized and compatible with organizational design and objectives. 

  • Lead on fostering strong working relationships with vendors to ensure competitive contracts with favorable rates and services.

  • In coordination with Risk Management, ensure effective Environmental Health and Safety including appropriate emergency preparedness, business continuity planning, and disaster recovery capabilities. 

  • Support the Just Delivery leadership managing technology risk, including the design of effective controls and the systematic monitoring of risks through an ISO27001 aligned Risk Register.

  • Ensure third party risks are identified and managed, through completion of due diligence exercises.

  • Ensure risks of processing failure are actively monitored and managed.

  • Manage GIA and Compliance Monitoring exercises and ensure actions are completed to agreed deadlines.

  • Provide and compile required MI to fulfil GEC, GRCC and other governance reporting requirement

  • Support the Technology and Just Delivery Management team in developing strategic goals and in meeting all financial goals alongside helping prepare Capex budgets. 

  • Responsible for the oversight and compliance of any corporate & regulatory requirements related to the Technology Operations function. 

About You

  • Significant experience in two or more areas of services management, computing and networking support (i.e., cloud operations, service operations, project management, network-based information systems, desktop support, or customer training). 

  • Significant experience in operating within a corporate environment, with a track record of delivering responsive, high-quality services and of assuming increasing responsibility

  • Extensive experience managing and mentoring of staff with direct responsibility for a medium to large sized team that delivers technology services and support.

  • Experience leading through change management exercises.

  • Experience of Running Maintaining and Transforming large-scale services, operations, applications & infrastructures 1000+ users. 

  • Experience of managing and running mixture of on prem, cloud, PaaS/SaaS and bespoke solutions. 

  • Strategic Planning, Technology Management, Technology Road Mapping, DR & Business Continuity, End User Support & Digital Workplace, target operating models.

  • Demonstrable experience of Financial Management - developing and maintaining budget 

  • Demonstrable experience of Technology Programme & Project Management - deliver and report on projects on time & within budget. 

  • Experience of Global Vendor Management - ability to build long term strategic relationships 

  • Experience of application support within business applications e.g. Salesforce, Dynamics, Workday. 

  • Experience working within a complex organisation, managing geographically distributed resource across an offshore/onshore model. 

  • Demonstrated experience in Managed Services, Cloud Operations & Services, Transformation Management Technology Operations, Infrastructure, Applications and Service Management (ITSM/ITIL), including formal awareness of ITSM processes, e.g. incident management, change management, service request fulfilment, service catalogue, problem management, knowledge management, asset and configuration management.

  • Passion for delivering exceptional client/customer service and extensive experience in a service driven industry. 

  • Proven leadership and influencing skills, to effectively lead transformative change 

  • Excellent people management skills, including:

    • Experience hiring, mentoring and developing staff that deliver client-facing IT services and support; 

    • Proven ability to foster a collaborative work environment that promotes engagement, peer learning and rewards teamwork and that rests on clear expression of expectations, goals, and timelines, with appropriate delegation and monitoring of progress.

  • Excellent written and verbal communication skills, including public speaking and the ability to clearly present technology solutions and services to non-technical staff and administrators. 

  • Excellent organizational skills, management of own time, and respect for the time of others. 

  • Proven ability to think both strategically (e.g., long-term needs) as well as tactically (e.g., current needs/schedule trade-offs). 

Company Benefits

  • A Competitive Salary, Pension Scheme and Life Assurance

  • Along with 25 Days Annual Leave plus an Additional Day on us for your Birthday

  • Private Medical Cover and Income Protection, just in case

  • A generous and highly achievable bonus scheme – paid annually based on individual and company performance against targets

  • Opportunity to progress within your career both in-role and within the company

  • FREE access to the Headspace App, a 24/7 Employee Assistance Helpline and Trained Physical & Mental Health First Aiders (On-Site)

  • A variety of Employee Funded Benefits available to you via our Online Benefits Portal

  • Plus, several additional purchase options available for you and your loved ones

Why Just?

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