Tim Hands
IT Operations Manager @Leek Building Society
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WORK HISTORY
IT Operations Manager @Leek Building Society
Key Achievements:• Built and led a high-performing IT function supporting 230 employees, growing the team from 5 to 14 and introducing a structured leadership model with team managers across Service Desk and Infrastructure, Applications and Data, and Cyber Security.• Delivered strategic transformation projects including Windows 11 rollout (as Project Sponsor), public and private cloud migration, and a full network renewal RFP; balancing technical leadership with commercial oversight.• Led IT audit and risk management acting as primary liaison with external auditors (PwC, KPMG, and Deloitte) and ensuring timely, accurate submissions and closure of all action points.• Matured supplier and contract management, overseeing high-value renewals (e.g. Cisco Meraki, Sophos, 8x8, Microsoft 365) and driving accountability through structured service reviews and escalation frameworks.• Developed and delivered board-level MI and risk reporting, serving as Secretary of the Operational Resilience Forum and continuing as a full committee member since 2024.Core Responsibilities:• Accountable for all IT services including infrastructure, business applications, MI/reporting, and cyber security.• Manage a team of 14 plus myself, structured into- Service Desk & Infrastructure (4)- Applications & Data (7)- Cyber Security & Compliance (3)• Lead ITIL-aligned service operations, achieving high standards for - 99.9%+ IT availability - 99%+ customer satisfaction - SLA compliance across incidents, requests, and changes• Drive continuous improvement in problem and vulnerability management, automation, and service quality.• Collaborate with execs and stakeholders to align IT with business strategy, growth, and resilience goals.
EDUCATION
Staffordshire University
Bachelor of Science (BSc), Business Information Technology
SKILLS
ABOUT TIM HANDS
Strategic and hands-on IT Operations Manager with 20+ years of experience in service delivery across financial services, healthcare, and public sector. Since 2018, I’ve led IT operations for a UK Building Society, supporting 230 employees and managing a growing team across Service Desk & Infrastructure, Applications & Data, and Cyber Security & Compliance.I’ve built and matured the IT function, introducing team managers, expanding service ownership, and leading transformation projects including cloud migration, Windows 11 rollout, and network infrastructure upgrades. I’ve consistently delivered exceptional service levels while managing complex internal and external audits, risk, and supplier relationships.My leadership has enabled our organisation to scale securely and efficiently, with a strong focus on operational resilience, automation, and cyber security. I’m passionate about empowering teams, driving continuous improvement, and aligning IT with strategic business goals.Always open to connecting and discussing IT leadership, service management, or opportunities to drive operational excellence.
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