IT Service Lead

4 days ago


Derbyshire, United Kingdom Xpertise Recruitment Ltd Full time

This is a new role for an IT Service Lead working in the IT Team. The role reports into the Group IT Director and will take day-to-day responsibility for the performance of the internal IT functions and external suppliers of the IT Service for the businessgroup across multiple UK and International locations. The IT Services Lead will ensure that the IT team deliver highly available, innovative, secure and customer focused IT service which supports the business strategy and vision. Maintaining the IT Servicepolicies and procedures and by constant measurement of the services across the whole IT team, will recommend and implement continuous improvements to the IT services which fit with the IT Strategy and budget.
- Define and ensure IT follow standardised operations and support methods, procedures and policies leveraging ITIL Version 3 or later.
- Lead, influence, facilitate and educate service owners on continuous improvement opportunities.
- Lead the Integration and communication of key performance indicators (KPIs), metrics packages and related information for consumption by IT leadership and senior management.
- Develop and maintain strong stakeholder relationship across the business, managing IT service reviews and maturing internal Service Management processes and their delivery.
- Assist other process owners across Service Operations to ensure capabilities are ready for scale, including the necessary reporting measures.
- Take accountability for a number of key programmes, including Service Improvements, Commercial/contract renewals etc
- The IT Service Lead will be responsible for ensuring that IT delivers a consistent and high level of service across the group
- The IT Service Lead will also be responsible for holding our IT suppliers and partners to these same standards by implementing formal service reviews with the suppliers and supporting the contract owners with service level management.
- Creation of a Service Delivery strategy aligned to the overall IT direction, with responsibility for planning and managing the Service Delivery resources to deliver the strategy and maintain the environment.
- Management of the outsourced IT Service Desk function
- Ensure the team is customer focused providing excellent service to defined SLAs.
- Ensure SLAs are in place; assist with the creation of SLAs/OLAs focusing on consistency across all services
- Own and mature Service Transition into the live environment
- Investigate all breaches of availability targets and service non-availability
- Validate disaster recovery plan testing and ensure supporting processes are documented
- Own the change and release management policy in production and test environments
- Ensure that assets and software are properly controlled and recorded
- Ensure that our IT suppliers and partners are effectively managed



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