Head of IT Service & Operations

Key Performance Measures:  

• Highly engaged & motived expert team, dedicated to delivering exceptional products and services that exceed client expectations and enhance customer experiences.
• Achieve high customer/client satisfaction, with minimal escalations to the Director of Tech & Eng. regarding service, reflecting our commitment to proactive issue resolution and strong client relationships.
• Ensure the confidentiality, availability, operability, security, and integrity of all existing IT services, safeguarding client data and ensuring reliable, uninterrupted service.
• Ensure that mkodo colleagues' and client feedback are represented in new IT service plans, aligning products with customer needs.
• Deliver new IT services on time, on budget and within scope, with a focus on solutions that address client pain points and enhance the customer experience.
• Ensure existing IT services are delivered on budget and within scope, continuously improving to meet clients’ evolving needs.
• Maintain compliance with ISO27001, reinforcing client trust by meeting regulatory expectations for security and data protection.
• Provide cost-effective IT services by continually assessing the technical domain to ensure our solutions remain viable and aligned with client expectations.

Reporting to the Director of Technology & Engineering, the Head of IT Service & Operations will lead the mkodo IT Service, Operations & Security team (ITOPs), being a part of the Technology & Engineering Leadership Team, and a member of the wider mkodo Senior Leadership Team.

The Head of IT Service & Operations will provide strong leadership: supporting and challenging the team to be their best selves, whilst developing talent through career progression.

The role requires a high level of organisation from an individual that is consistent and leads by example demonstrating creativity, perseverance, and vision.  Attention to detail, influencing skills, quality focus and a coaching style will be factors affecting the success of this role.  Expected to project as positive, constructive, and approachable and carry out tasks with fairness and integrity. The role holder needs to be commercially focused, a great communicator, customer orientated and committed to the development of quality service that delivers a competitive advantage to mkodo.

The Head of IT Service & Operations will be a highly motivated self-starter that is achievement orientated. This is a pro-active position, and the holder will need to achieve against a backdrop of a fast-changing work environment and commercial pressure, with a high degree of collaboration and leadership across multiple domains and disciplines.

This is an important role for mkodo, as the Head of IT Service & Operations is responsible for managing the customer facing side of our production services ensuring services are available, managing deployments, enhancements, and upgrades, working with clients informing them of service interruptions etc., and the role has overall responsibility for the successful execution of client-facing services. Strong Experience in managing complex internal & external facing IT services is required, as this role will be the escalation point for their team at times where intervention is needed.

Main responsibilities are:  

• Lead the ITOPs team at mkodo, conducting performance reviews, coaching, and fostering a strong customer-focused mindset.
• Act as the primary escalation point for P1/P2 incidents, managing IT service escalations fromboth internal stakeholders and clients.
• Maintain and monitor SLAs with clients, or the Product team in the case of GeoLocs, ensuring obligations are met and generating internal/external reports.
• Develop and deliver the IT Service & Operations strategy, ensuring alignment with business objectives, while also managing the budget, tracking, forecasting, and reporting.
• Oversee internal IT operations (networks, communication systems, O365, laptops, conferencing tools) and forecast software and service licensing requirements for future growth.
• Monitor service desk operations, ensuring tickets are resolved within SLA, collaborating with Engineering and QA team
• Ensure IT services are scalable, reliable, and aligned with future business growth through continuous improvement, innovation, and effective management of security practices via the IT Security Manager.
• Lead information security initiatives across the business to support regulatory compliance and
  mitigate risks.
• Deliver cost-effective IT solutions, manage supplier relationships, evaluate services and contracts, and oversee change initiatives.
• Manage IT vendor relationships, ensuring contracts are current, effective, and cost-efficient.
• Approve and oversee production deployments, ensuring proper release documentation and CAB participation.
• Oversee infrastructure with a focus on cloud readiness, supporting enhancements and new deployments.
• Lead service improvement initiatives and IT projects, including third-party system implementations (e.g., HR, Finance).
• Track service performance using relevant metrics, KPIs, and reporting to stakeholders internally and externally.
• Promote Agile methodologies and improve the Starters/Movers/Leavers process, aiming for automation and efficiency.
• As a member of the Senior Leadership Team, contribute to the strategy, and help deliver it throughout mkodo, role modelling our values with a focus on Tech & Eng and the ITOPs team.
• Lead IT audit requirements, ensuring regulatory compliance and addressing IT risks through identification, resolution, and mitigation.
• Lead the ongoing maintenance of ISO27001 Information Security Management System (ISMS).
• Adhere to all relevant mkodo ISO27001 Information Security Management System (ISMS) policies, procedures, and requirements always.
• Complete any reasonable tasks relating to the mkodo ISO27001 Information Security Management System (ISMS).

Information Security responsibilities

The Information Security Forum (ISF) is responsible for the following:

• Reviewing the ISMS Risk Register at each ISF Meeting,
• Reviewing the Risk Treatment plans for IT security and ensuring that the levels of residual risk are acceptable,
• Reviewing and progressing strategic security issues,
• Establishing relationships with other security advisers,
• Assessing the impact of new IT Security,
• Monitoring the effectiveness of the ISMS (e.g. from the results of Internal Audit reports and Security Incident Reports) in line with the ISMS Effectiveness Review Policy,
• Recommending and / or authorising changes to the ISMS,
• Conducting ISMS management review meetings on at least an annual basis; and
• Seeking ongoing improvement in line with the ISMS Corrective and Preventative Action and Continual Improvement Policy,
• Complete any reasonable tasks relating to the mkodo ISO27001 Information Security Management System (ISMS).

mkodo is a great place to work, with excellent benefits comprising: 

• Hybrid/Flexible Working.
• Quarterly team events.
• Birthday Holiday.
• Christmas Day-Off.
• Generous Holiday Allowance.
• Tech Loan Scheme.
• Performance bonus & profit share scheme.
• Cycle to Work scheme.
• Travel Loan scheme.
• Supplies of fresh fruits, cereals, biscuits, nibbles, etc. in the offices.
• Relevant training and training budget.
• Digital Nomad Policy.
• Generous refer a friend scheme.

mkodo builds world class apps and digital products in the global lottery, betting and gaming space.

We have an open, supportive, dynamic culture where talented people are trusted to contribute to the team and company by carrying out their roles in a professional, collaborative, and skilled manner. We value the expertise of our team members and offer opportunities for personal development and career progression within the company.