Head of IT Service Management

3 weeks ago


Chatham, United Kingdom SOM-3 RECRUITMENT LIMITED Full time

Head of IT Service Management

3 days on site

Are you an experienced, ITIL Certified Head of IT Service Management looking for challenging position in a growing Group? Do you enjoy taking a company on a journey to ensure IT services are managed in line with current and future business needs?
This is a new position, and so you will get a chance to make your mark and really be part of the roadmap to implementing the processes, people and tools that ensure end to end delivery of the service management half of the ITSM Practices.
Working with your Service Operations counterpart and the wider IT leadership team, you will ensure the coherent and effective management and oversight of the processes, systems and people required to, deliver, support and improve IT Services.
This will have a significant focus on the Service Desk and Incident Management
You will design, implement and own an IT Service Management strategy which aligns with the over-arching IT Service Delivery Strategy, covering future plans for the ITSM Practices, ITSM tooling, ITSM knowledge & training and the development of ITSM personnel.
You will line manage and coach all direct reports across UK and India, including all aspects of performance management, development, conduct, sickness management, appraisals, employee administration and recruitment.
You will be responsible for the following practices
- Change Control
- Incident & Problem Management
- Release Management
- Service Desk
- Service Catalogue Management
- Service Level Management
- Identity & Access Management
- Service Requires Management
You will come to the position as an IT Service Management expert, with proven experience operating multiple IT Service Management practices at an enterprise level. You will probably have come from a Service Desk Manager position and progressed to a larger role.
You will have taken a company on a journey to implement excellent Service Management practices and procedures and be able to demonstrate achievements and outcomes in this area.
You will have experience of implementing and designing ITSM tooling at enterprise level along with experience of matrix management across technology towers
Excellent ITIL 4 experience is essential - ideally with qualifications in ITIL 4 ( ITIL 3 also acceptable).



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