Head of IT Service Management

This vacancy is now closed

As the Head of ITSM you will be instrumental in the implementation of a world class service operating model for a global leading communications company.

Through the discovery phase you will create an Agile service focused culture based on continuous improvement, quality and risk standards. A solid understanding of effective commercial arrangements is critical. You will also be a key member of the technical leadership team and will be responsible for ongoing quality of service delivery to a standard that mitigates any technical or reputation risk.

Key experience required for the role, includes:

  • Solid experience in a Senior IT Service Management role or Senior IT Service Delivery Management role 
  • Experience of supporting in a Senior IT role a large-scale enterprise SaaS product
  • Excellent appreciation of customer service and strategies 
  • Strong knowledge of technology infrastructure and services 
  • Strong operations background (ideally held multiple roles) 
  • Track record of delivering major change programmes (technology, people and process) 
  • Strong team management experience 
  • Strong knowledge of ITIL framework and core processes 
  • Excellent stakeholder management and strong influencing skills 
  • Knowledge of leading Cloud services (SaaS, IaaS and PaaS) 
  • Lead and direct teams to make sure that service level agreements (SLAs) in place with both external and internal teams

Responsibilities:

  • Delivering reliable and secure software platform (including service desk, security, infrastructure and DevOps)
  • Customer service quality, principally delivered through the commercial functions in each region.
  • Experience managing platforms in an AWS environment
  • Improving customer service satisfaction through a continuous service improvement process
  • Effective management of the service delivery function
  • Pragmatic approach to business standards
  • SaaS Product Capacity Planning

if this role is of interest to you then please apply or contact David Eales.

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