Head of IT Operations

The London Ambulance Service (LAS) relies on highly available, reliable, sustainable and cost-effective digital services to support the delivery of urgent and emergency care. To maintain operational resilience, LAS provides a 24/7 IT Operations Centre function that ensures digital services are available when needed. The IT Operations Centre (ITOC) is responsible for critical IT support to ensure the smooth functioning, performance, and security of the Trust's digital applications and IT infrastructure. Including 24/7 monitoring and alerting, incident management detection, response and resolution, routine service maintenance, and implementation of technical change for LAS digital services. The Head of IT Operations role is responsible for overseeing the IT Operations Centre function, ensuring the stability, availability, and performance of digital services and infrastructure by managing monitoring systems, coordinating incident responses, and implementing disaster recovery plans. The role will primarily be responsible for the management and optimisation of the IT Operations Centre for the Trust., The ITOC will include all service management and technical skills required to monitor and take action to prevent and manage incidents, should they occur, providing various levels of support, primarily focused on day-to-day operations, availability of digital services and monitoring, investigation, and resolution of security incidents . The Head of IT Operations will be accountable for: o Line manage the IT Operations teams Providing an effective monitoring system ensuring that early detection of any issues are identified and actioned o Providing appropriate leadership and governance of IT Operations, policies, mandates, processes, procedures and reports and the operation of IT services Review Board. o Respond effectively to any unplanned outages oManage the provision of the IT Operations function (24/7 teams), sufficiently skilled and able to provide an effective, responsive IT service to the Trust o Manage relevant risks ensuring that appropriate mitigations are in place and risks escalated as necessary. o Support managers and operational staff during major incidents and Trust-wide business impact to digital services, Our strategy 2023-2028 outlines how we plan to achieve this, and is centred upon three missions focused on:

• Our care- delivering outstanding emergency and urgent care whenever and wherever needed.
• Our organisation- being an increasingly inclusive, well-led and highly skilled organisation people are proud to work for.
• Our London- using our unique pan-London position to contribute to improving the health of the capital.
To achieve these three missions we have set ourselves 50 commitments to deliver over the next five years. In developing these ambitious commitments, we have engaged extensively both inside our organisation, with our partners and with our patients, and we have analysed population trends and horizon scanned the future.