Alfred H Knight has an exciting opportunity for a Head of IT Support Services to join our team at our Head Office in Liverpool, UK. Reporting to the Group Head of IT, this role is responsible for the IT department meeting end-user demands, solving stakeholder problems, and driving stakeholder satisfaction with IT services. You will be accountable for the performance of the Service Desk, Application support, Incident and Problem Management. All new IT services will be planned, designed and delivered under the direction of the Head of IT Support Services.
Key Responsibilities
Strategic Leadership: Ability to develop and execute long-term service improvement strategies. Stakeholder Management: Excellence in managing relationships across all organisational levels. Communication: Outstanding verbal and written communication skills, with the ability to translate technical concepts for non-technical audiences. Problem Solving: Strong analytical and critical thinking skills for complex problem resolution. Change Management: Experience in leading organisational change and process improvement initiatives. Team Development: Proven ability to mentor, coach, and develop technical support teams. Customer Focus: Strong commitment to customer service excellence and satisfaction. Operational Excellence: Ability to optimise processes and drive efficient service delivery. Innovation: Forward-thinking approach to implementing new support technologies and methodologies. Resilience: Ability to maintain composure and effectiveness under pressure in a fast-paced environment. Required Work Experience
Minimum 10 years of IT experience, with at least 5 years in IT Service Management leadership roles. Demonstrated experience managing large-scale service desk operations (1000+ users). Proven track record of implementing and optimising ITSM processes and tools. Experience with major ITSM platforms (ServiceNow, BMC Remedy, or similar). Strong background in application support management and vendor relationships. Experience leading and developing global technical teams. Proven experience in problem management and root cause analysis. Excellent understanding of IT service delivery metrics and KPI management. Required Qualifications
Bachelor's degree in Computer Science, Information Technology, or related field. ITIL v4 Expert certification or equivalent. Desirable Qualifications
Master's degree in IT Management, Business Administration, or related field. Additional certifications such as PMP, PRINCE2, or Agile/Scrum certifications. Experience with cloud service management and support. Background in IT service automation and self-service implementation. Knowledge of AI and machine learning applications in IT support. Experience with digital transformation initiatives. Multi-language capabilities. Experience in merger/acquisition IT support integration. Background in implementing or managing DevOps practices. Experience with IT financial management and budgeting. Alfred H Knight is a totally independent, family-owned business spanning five generations. A global network of strategically placed offices and laboratories enable global trade by providing independent inspection, analysis and consultancy services to the metals and minerals, solid fuels and agriculture industries. We are offering an excellent opportunity with a salary and benefits package to match including pension, life assurance and an employee assistance programme. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.
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Key Responsibilities
Strategic Leadership: Ability to develop and execute long-term service improvement strategies. Stakeholder Management: Excellence in managing relationships across all organisational levels. Communication: Outstanding verbal and written communication skills, with the ability to translate technical concepts for non-technical audiences. Problem Solving: Strong analytical and critical thinking skills for complex problem resolution. Change Management: Experience in leading organisational change and process improvement initiatives. Team Development: Proven ability to mentor, coach, and develop technical support teams. Customer Focus: Strong commitment to customer service excellence and satisfaction. Operational Excellence: Ability to optimise processes and drive efficient service delivery. Innovation: Forward-thinking approach to implementing new support technologies and methodologies. Resilience: Ability to maintain composure and effectiveness under pressure in a fast-paced environment. Required Work Experience
Minimum 10 years of IT experience, with at least 5 years in IT Service Management leadership roles. Demonstrated experience managing large-scale service desk operations (1000+ users). Proven track record of implementing and optimising ITSM processes and tools. Experience with major ITSM platforms (ServiceNow, BMC Remedy, or similar). Strong background in application support management and vendor relationships. Experience leading and developing global technical teams. Proven experience in problem management and root cause analysis. Excellent understanding of IT service delivery metrics and KPI management. Required Qualifications
Bachelor's degree in Computer Science, Information Technology, or related field. ITIL v4 Expert certification or equivalent. Desirable Qualifications
Master's degree in IT Management, Business Administration, or related field. Additional certifications such as PMP, PRINCE2, or Agile/Scrum certifications. Experience with cloud service management and support. Background in IT service automation and self-service implementation. Knowledge of AI and machine learning applications in IT support. Experience with digital transformation initiatives. Multi-language capabilities. Experience in merger/acquisition IT support integration. Background in implementing or managing DevOps practices. Experience with IT financial management and budgeting. Alfred H Knight is a totally independent, family-owned business spanning five generations. A global network of strategically placed offices and laboratories enable global trade by providing independent inspection, analysis and consultancy services to the metals and minerals, solid fuels and agriculture industries. We are offering an excellent opportunity with a salary and benefits package to match including pension, life assurance and an employee assistance programme. If you are invited to interview, please let us know if there are any reasonable adjustments we can make to the recruitment process that will enable you to perform to the best of your ability.
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