Head of IT Operations & Vendor Management
Posted
Summary
Senior IT leadership role at a financial services organisation in Cracow: the Head of IT Operations & Vendor Management owns IT service management (SLAs, KPIs, incident/problem/change governance), manages MSP and supplier relationships and budgets, and builds an internal IT operations function through a technology transformation.
Our client, a leading organisation within the financial services sector, is seeking a Head of IT Operations & Vendor Management to provide strategic leadership across IT service management, operational performance, supplier governance, and the development of a sustainable long-term technology operating model.
This senior leadership role will be responsible for ensuring the effective delivery of technology services, managing key supplier relationships, and building the operational capability required to support the organisation through a significant period of transformation and beyond.
- Lead and manage relationships with Managed Service Providers (MSPs) and strategic technology suppliers.
- Own and develop the IT service management framework, including SLAs, KPIs, and service performance metrics.
- Drive governance across incident, problem, change, and service review processes.
- Establish and maintain a robust vendor governance framework to ensure supplier accountability and performance.
- Manage operational budgets and oversee vendor commercial performance.
- Build, develop, and lead an internal IT operations function and capability.
- Develop service performance dashboards and reporting for senior stakeholders.
- Ensure operational processes are effective, scalable, and aligned with business objectives.
- Support operational readiness activities associated with technology transformation programmes.
- Engage with senior stakeholders to ensure technology services meet business requirements and expectations.
- Proven experience in a senior IT Operations, Service Management, or Vendor Management leadership role.
- Strong background in IT service management, operational governance, and service delivery.
- Demonstrable experience managing MSPs and third-party technology suppliers.
- Experience developing and implementing vendor governance frameworks and performance management processes.
- Strong financial and budget management capabilities.
- Experience leading operational teams and developing internal capabilities.
- Excellent stakeholder engagement and relationship management skills.
- Strong understanding of incident, problem, change, and service management best practices.
- Excellent communication, leadership, and decision-making skills.