Head of Digital Services
£(phone number removed)
Hybrid (1-2 days/week in Bristol)
An amazing opportunity to help an organisation develop their IT Service Management portfolio, including the Service Desk, End-User Support, IT Assets & Logistics, and Service Transition functions. This role will require leadership, management, and motivation of a busy team of over 100 members of staff. Main Responsibilities: Define and develop the IT Service Management Strategy for the organisation, developing and managing underpinning processes and keeping these under constant review for delivery of optimum performance, utilisation, efficiency, and cost. Report on key data within IT Service Management, ensuring standards in team activities are met by reviewing the quality of deliverables, cultivating a service/customer-centric culture, and instigating appropriate actions where service levels are not met. Deal with queries on behalf of the IT Operations Director, including more complex queries, raising issues of concern where necessary to ensure resolution of problems. Responsible for maintaining and driving efficiency from the IT Service Management Operational Budget. Lead, manage, and motivate a busy team, developing staff using a supportive and collaborative approach, coordinating cross-training of staff, ensuring work is scheduled efficiently, and resolving any priority conflicts. Own and develop a vision and strategy to deliver IT service provision focused on the customer’s experience and satisfaction and lead day-to-day ITIL operations, ensuring delivery to service obligations. Develop, own, and lead Incident, Problem, Change Management, Service Design and Transition, and Major Incident management processes across all areas of IT. Develop and own the Lifecycle plan for IT Services, ensuring plans exist to maintain technical currency and inputting appropriately into budgeting processes. Be a point of contact for the IT Partnership function and escalation point for any concerns or complaints from the user community. Drive maturity assessments and improvements across IT Services and provide programme management support for large projects as required. Provide audit support, including preparation for upcoming audits, hosting auditors, and following up on observations and non-conformities for both internal and external audits. Design effective Service/Operational Level Agreements into contractual relationships and manage these through optimal governance, monitoring, and control mechanisms while fostering effective relationships to prevent, detect, and recover from service failure. Ideal Qualifications: Ideally, you will be an ITIL Expert with extensive experience working within an ITIL-focused support environment. Job Info Job Title:
Head of Digital Services Company:
CV-Library Location:
Bristol, Bristol Posted: Closes:
Jan 19th 2025 Sector:
IT Contract:
Permanent Hours:
Full Time
#J-18808-Ljbffr
£(phone number removed)
Hybrid (1-2 days/week in Bristol)
An amazing opportunity to help an organisation develop their IT Service Management portfolio, including the Service Desk, End-User Support, IT Assets & Logistics, and Service Transition functions. This role will require leadership, management, and motivation of a busy team of over 100 members of staff. Main Responsibilities: Define and develop the IT Service Management Strategy for the organisation, developing and managing underpinning processes and keeping these under constant review for delivery of optimum performance, utilisation, efficiency, and cost. Report on key data within IT Service Management, ensuring standards in team activities are met by reviewing the quality of deliverables, cultivating a service/customer-centric culture, and instigating appropriate actions where service levels are not met. Deal with queries on behalf of the IT Operations Director, including more complex queries, raising issues of concern where necessary to ensure resolution of problems. Responsible for maintaining and driving efficiency from the IT Service Management Operational Budget. Lead, manage, and motivate a busy team, developing staff using a supportive and collaborative approach, coordinating cross-training of staff, ensuring work is scheduled efficiently, and resolving any priority conflicts. Own and develop a vision and strategy to deliver IT service provision focused on the customer’s experience and satisfaction and lead day-to-day ITIL operations, ensuring delivery to service obligations. Develop, own, and lead Incident, Problem, Change Management, Service Design and Transition, and Major Incident management processes across all areas of IT. Develop and own the Lifecycle plan for IT Services, ensuring plans exist to maintain technical currency and inputting appropriately into budgeting processes. Be a point of contact for the IT Partnership function and escalation point for any concerns or complaints from the user community. Drive maturity assessments and improvements across IT Services and provide programme management support for large projects as required. Provide audit support, including preparation for upcoming audits, hosting auditors, and following up on observations and non-conformities for both internal and external audits. Design effective Service/Operational Level Agreements into contractual relationships and manage these through optimal governance, monitoring, and control mechanisms while fostering effective relationships to prevent, detect, and recover from service failure. Ideal Qualifications: Ideally, you will be an ITIL Expert with extensive experience working within an ITIL-focused support environment. Job Info Job Title:
Head of Digital Services Company:
CV-Library Location:
Bristol, Bristol Posted: Closes:
Jan 19th 2025 Sector:
IT Contract:
Permanent Hours:
Full Time
#J-18808-Ljbffr
