Head of IT Service Delivery

Axis CLC is a national property maintenance and compliance partner, backed by over 110 years of combined experience and operating from 23 offices across the UK. Together, our divisions employ more than 2,500 people and support over 400 clients nationwide, delivering essential repairs, refurbishment, decarbonisation and building safety services that keep homes and public buildings operating at their best. Each year we complete over 400,000 repairs, helping to keep tenants safe, properties performing and owners fully compliant.

The Role

As part of a significant Group IT restructure and wider business-led systems consolidation programme, we are seeking an experienced Head of IT Services to stabilise, strengthen and lead our IT service operation during a critical period of transformation.

Reporting to the Group CTO/CIO and operating as a member of the Group IT Senior Leadership Team, this role will lead the Service Desk and IT Business Partner functions while rebuilding stakeholder confidence across the organisation.

This is a highly visible operational leadership role focused on service recovery, demand management, stakeholder engagement and governance. You will play a key role in creating the operational foundations required for the wider IT transformation programme to succeed.

The role is predominantly office-based across multiple Group sites, with regular travel expected.

Responsibilities

* Lead the Service Desk and IT Business Partner functions, establishing clear ownership, accountability and service operating rhythms

* Drive improvements in internal customer engagement, communication and service responsiveness

* Ensure service issues and change requests are managed proactively with clear stakeholder communication throughout

* Act as the senior escalation point for IT service and change issues prior to CIO/CTO involvement

* Develop and implement a structured demand management framework aligned to business priorities and delivery capacity

* Create visibility of the IT change pipeline, delivery timelines and prioritisation criteria across the organisation

* Establish and embed escalation, governance and service review frameworks across Group IT

* Define, implement and report against SLAs across BAU and Change functions

* Build performance reporting capability covering service health, demand management, capacity utilisation and improvement activity

* Support the successful delivery of the wider systems consolidation programme through effective stakeholder engagement and communication

* Lead cultural improvements in how Group IT engages with internal customers and stakeholders

* Drive measurable improvements in customer satisfaction and service perception across the contract period

About You

To be successful in this role, you will require:

Essential:

* Significant senior IT service leadership experience within complex, multi-site or multi-stakeholder environments with proven track record stabilising or recovering IT service functions during periods of organisational change or transformation

* Experience managing high levels of business demand against constrained delivery capacity

* Strong stakeholder management skills with the ability to influence at executive and operational levels

* Experience defining SLAs, service governance frameworks and performance reporting structures

* Willingness to travel regularly across multiple UK sites

Desirable:

* Experience within post-merger, integration or restructuring environments

* Exposure to large-scale systems consolidation or transformation programmes

* ITIL or service management qualifications

* Experience within housing, property services, FM or operational service-led organisations

What We Offer

* Negotiable depending on experience

* Pension, medical scheme options and life assurance

* 25 days’ holiday + bank holidays

* Perkbox benefits worth up to £350 per year, including discounts, perks and wellbeing support

* 24/7 GP referral and wellbeing support service

* 1 paid volunteer day

* £2,000 refer-a-friend bonus after the referee passes probation

Why Axis CLC

Joining Axis CLC means being part of a national organisation delivering essential services across housing, education, healthcare, defence and commercial property. This role offers the opportunity to make a direct and visible impact during a critical phase of operational and technology transformation, helping establish the service foundations that will support the organisation’s long-term success.

Our Commitment to Inclusion

Many faces, one Axis CLC. We value diversity and are proud to be an equal-opportunity employer. If you require any adjustments during the recruitment process, please let us know