Head of IT Service Operations

2 weeks ago

Leighton Buzzard, United Kingdom Connells Group Full time

We are looking for a **Head of IT Service Operations** to join our IT department in Leighton Buzzard. Reporting into the IT Service Director, the Connells Group Head of IT Service Operations will be initially responsible for delivery of Major incident, Problem, Change enablement and Service introduction disciplines across the Group. Ensuring that these disciplines are fulfilled in a documented and consistent manner and are fit for purpose now and continue to be so in the future.

The Service operations team will initially be comprised of 4 permanent staff who will require line management, mentoring and development. The remit of the team is expected to evolve over time and may grow to incorporate ownership of further disciplines as the team and IT mature.

***Key responsibilities of the Head of IT Service Operations**:

- Support the IT Service Director in delivering the Group IT and IT Service Delivery objectives.
- Champion Service First principals ensuring we always put the availability of service and our business needs first.
- Recruit and line manage resources aligned to the disciplines of IT Service Management.
- Ensure there are documented processes in place to deliver the disciplines in a robust, repeatable, and consistent manner. These will need to be based on ITIL best practice principals but tailored to meet the demands of the Connells Group Business.
- Embed effective governance of processes to ensure participants understand and adhere to the groups processes.
- Regular reviews of the processes are conducted to ensure they continue to meet business needs.
- Provide reporting to evidence participation and compliance against key processes.
- Support the Service operations director with development and implementation of Service Delivery strategy.
- Mature and widen the scope the IT Service Operations to add further benefit and value to the organisation.
- Embed a culture of continual improvement into the ways of working of the IT service operations team.
- On occasion assist and cover for the Service Director.

**Experience & skills require to be successful as a Head of IT Service Operations**:

- Minimum 5 years’ experience in an ITIL process roles.
- Strong understanding of ITIL principles and best practices
- Experience of developing the IT Service function and alignment with industry standard methodologies.
- Experience in delivering organisation change.
- Track record in effective process development.
- Certification in IT Service Management such as ITIL V3 or V4 Foundation.

**Personal Attributes**:

- Key stakeholder engagement and management.
- Strong communicator with the ability to articulate different types of information to a disperse audience.
- Adept at influencing multi-tier management stakeholders.

**Connells Group** is one of the largest and most successful estate agency and property services providers in the UK and as of March 2021 also encompasses Countrywide. Founded in 1936 and with a network of over 1,250 branches nationwide, the Group combines residential sales and lettings expertise with a range of consumer and corporate services including new homes, mortgage services, conveyancing, EPC provision, surveying, corporate lettings, asset management, land & planning, LPA receivers and auctions.

CF00412

Job Reference: CF00412

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