Head of IT Service Delivery

Head of IT Service Delivery/Head of IT Service

A fantastic opportunity has arisen for a Head of IT Service Delivery/Head of IT Service to join our London based client on a permanent basis.

Head of IT Service Delivery/Head of IT Service

Key Responsibilities:

- The service function handles between 5,000 and 6,500 tickets monthly, comprising both

support and service requests.

- The team will manage and implement a continual service improvement plan to reengineer and

enhance the customer experience with IT systems. This is achieved through a hybrid model

involving in-house resources and external partners.

- Oversight of the technology estate ensures operation according to best practice industry

standards, capturing and reporting key performance metrics, maintaining optimization, and

updating technology based on vendor support and best practices, including data cleansing,

archiving, backup, and recovery.

- Our service delivery involves numerous partners, including our main service provider

managing 24/7 first-line services, audio-visual support, mobility providers, and our

global team overseeing ITSM and ServiceNow.

- Effective management and maximization of vendor relationships, contracts, and service

management are crucial to delivering high-quality IT services.

Head of IT Service Delivery/Head of IT Service

- Over 5 years of corporate IT experience in complex multi-server/site/domain environments

- Experience in running and optimising ITSM platforms, ideally ServiceNow

- Over 3 years responsible for IT service support functions such as service desk

- More than 3 years of experience in supporting Azure and Microsoft Office 365

- Comprehensive knowledge of major technology platforms including Microsoft Operating

Systems (Server & Desktop)

- Experience in technology trends, technology strategy, and implementing transformation

programs including hardware deployments

- Participate in disaster recovery invocation and testing, providing maintenance and

monitoring of DR/BCP readiness

Head of IT Service Delivery/Head of IT Service