Head of IT Service Management

50000.00 - 55000.00 GBP Annual + GBP50000 - GBP55000/annum Bonus and benefits
16 Aug 2019
21 Aug 2019
Contract Type
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


* 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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