Head of IT Service Management
HYBRID WORKING ENVIRONMENT - EXCELLENT WORK-LIFE BALANCE
THE COMPANY My client is an IT consultancy with a strong presence across the UK. They design, implement, and support IT infrastructure and application solutions for clients.
As a Head of Service Excellence, you will be part of the IT leadership team and will be fully accountable for defining and implementing the Service Management strategy across three pillars: Service Desk, NOC, and SOC to deliver the best first-class services to clients. You will support service management and measure their efficiency and usage. You will build strong relationships with wider stakeholders and be responsible for the commercial aspects of your team with full P&L accountability. You and your team will aim to provide a professional service for clients ensuring that all technical services are being delivered in line with quality, commercial outcomes, governance, and process/system KPIs and SLAs. Provide strategic leadership and management to the delivery team, ensuring that a high quality and effective service is delivered. Manage internal stakeholders effectively to maximize performance and efficiency, including the Customer Support Team, Sales, and Regional Teams. Identify gaps within internal and external delivery and agree on remedial action. Promote performance management to drive continuous improvement throughout internal and external delivery. Work alongside the business development team to develop and test solutions to improve customer performance.
Skills and Experience
Excellent knowledge and practical experience of the ITIL service management framework Service delivery and Service Management experience Excellent broad understanding of IT infrastructure Very strong interpersonal & relationship development skills Budget management experience Ability to work in a fast-moving environment Technical background ITIL certified and Agile experienced. As a prerequisite for this role, you must have a valid UK work visa. Please contact me for more info.
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HYBRID WORKING ENVIRONMENT - EXCELLENT WORK-LIFE BALANCE
THE COMPANY My client is an IT consultancy with a strong presence across the UK. They design, implement, and support IT infrastructure and application solutions for clients.
As a Head of Service Excellence, you will be part of the IT leadership team and will be fully accountable for defining and implementing the Service Management strategy across three pillars: Service Desk, NOC, and SOC to deliver the best first-class services to clients. You will support service management and measure their efficiency and usage. You will build strong relationships with wider stakeholders and be responsible for the commercial aspects of your team with full P&L accountability. You and your team will aim to provide a professional service for clients ensuring that all technical services are being delivered in line with quality, commercial outcomes, governance, and process/system KPIs and SLAs. Provide strategic leadership and management to the delivery team, ensuring that a high quality and effective service is delivered. Manage internal stakeholders effectively to maximize performance and efficiency, including the Customer Support Team, Sales, and Regional Teams. Identify gaps within internal and external delivery and agree on remedial action. Promote performance management to drive continuous improvement throughout internal and external delivery. Work alongside the business development team to develop and test solutions to improve customer performance.
Skills and Experience
Excellent knowledge and practical experience of the ITIL service management framework Service delivery and Service Management experience Excellent broad understanding of IT infrastructure Very strong interpersonal & relationship development skills Budget management experience Ability to work in a fast-moving environment Technical background ITIL certified and Agile experienced. As a prerequisite for this role, you must have a valid UK work visa. Please contact me for more info.
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