Michael James Associates
Head of Operations & IT
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Head of Operations & IT
Location: London (Hybrid)
Salary: £85,000–£95,000 + Benefits
The Opportunity
We're partnering with a growing Lloyd's Managing Agency to appoint a Head of Operations & IT who will play a pivotal role in strengthening the firm's Operational Resilience capability and overseeing its outsourced technology estate.
This is not a traditional Head of IT position. Instead, we're looking for someone who has hands-on experience delivering Operational Resilience frameworks within the London Market and who enjoys working closely with third-party technology providers to ensure operational excellence.
You'll be responsible for ensuring the business remains resilient, regulatory compliant, and operationally prepared, while acting as the key point of contact for outsourced IT, cyber security, and operational service providers.
This role would suit someone looking to take the next step into a broader leadership position, offering significant exposure to the COO, Executive Committee, and Board Risk Committee.
Key Responsibilities
Operational Resilience
- Own and continuously develop the Operational Resilience Framework
- Lead Important Business Services mapping and impact tolerance assessments
- Plan, coordinate and execute Operational Resilience scenario testing
- Own Business Continuity and Disaster Recovery planning, testing, and continuous improvement
- Coordinate incident management and post-incident reviews
- Ensure compliance with Lloyd's, PRA, and FCA Operational Resilience requirements
- Maintain Operational Resilience documentation and regulatory submissions
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Third-Party IT & Supplier Governance
- Act as the primary relationship owner for outsourced IT, infrastructure, and cyber security providers
- Hold suppliers accountable against agreed SLAs, KPIs, and contractual obligations
- Chair regular supplier governance meetings
- Challenge service providers to drive continual improvement rather than simply monitoring performance
- Escalate operational issues and ensure timely resolution
- Oversee third-party operational risk and outsourcing governance
Technology Governance & Cyber
- Maintain oversight of outsourced cloud and technology environments
- Review security controls, cyber governance, and technology risk
- Support cyber resilience initiatives and ensure appropriate controls are in place
- Work alongside Risk, Compliance, and external providers to maintain a strong control environment
Governance & Reporting
- Produce Board and Executive reporting covering Operational Resilience, Business Continuity, supplier performance, and operational risk
- Maintain operational risk registers and action trackers
- Present resilience testing outcomes and supplier performance metrics to senior leadership
- Support regulatory audits and governance activities
About You
You'll already have experience within a Lloyd's Managing Agency, London Market insurer, or regulated insurance business and have played a key role delivering Operational Resilience initiatives.
You'll understand how to work with outsourced technology partners, confidently challenge suppliers, and ensure they consistently deliver against agreed service levels.
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Most importantly, you'll have genuine experience leading Operational Resilience testing and Business Continuity planning.
Essential Experience
- London Market or Lloyd's insurance experience
- Operational Resilience ownership within a regulated insurance environment
- Hands-on experience leading Operational Resilience scenario testing
- Business Continuity and Disaster Recovery planning and testing
- Managing outsourced IT and cyber security providers
- Supplier governance, SLA, and KPI management
- Strong understanding of PRA, FCA, and Lloyd's Operational Resilience requirements
- Experience presenting to senior leadership, Executive Committees, or Board committees
- Excellent stakeholder management and communication skills
Ideal Backgrounds
- Operational Resilience Manager
- Operational Resilience Lead
- IT Operations Manager
- Technology Operations Manager
- Operational Risk Manager (Technology)
- Business Continuity Manager
- IT Governance Manager
- Technology Governance Manager
Why Apply?
This is an excellent opportunity for someone looking to step into a broader leadership position within a highly respected Lloyd's Managing Agency.
Rather than managing a large internal technology team, you'll become the trusted operational lead responsible for resilience, governance, and supplier management, working closely with the COO and influencing operational strategy across the business.
If you have strong Operational Resilience experience and enjoy working at the intersection of operations, technology, and governance, we'd love to hear from you.
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