Head of Technology Solutions

3 weeks ago

Birmingham, Birmingham, United Kingdom Sense Full time

About the Role

Sense is seeking a dedicated Head of Technology Solutions to join our IT team. This exciting role focuses on meeting user needs across Sense, ensuring reliable and trustworthy technology services. You will be the primary point of contact for user issues and requests, driving efficiency and reliability from our technology and data services.

This position is responsible for defining and delivering all service catalogue items, collaborating closely with the Head of Technical Solutions and Head of Data Management to ensure seamless transitions to business-as-usual operations. Clear support plans will be in place for all transitioned services.

The role encompasses Service Operations and Continuous Service Improvement. You will play a crucial role in maximizing value from our existing systems, managing service disruptions, and addressing issues effectively.

Key Responsibilities

  • Deliver high-quality, consistent services across the technology estate, working closely with technology suppliers and internal teams.
  • Manage the Service Desk and First Line Support functions.
  • Provide help and guidance to users of Sense's technology services.
  • Communicate effectively with users regarding technology-related matters.
  • Serve as the process owner for technology and data business-as-usual processes.
  • Manage the Service Management toolset (e.g., TopDesk).
  • Oversee supplier performance management and process management for Technology and Data systems.
  • Develop and maintain the Service Catalogue.
  • Drive Continuous Service Improvement initiatives for core services.
  • Manage change governance and service acceptance processes.

Skills and Attributes

  • Extensive knowledge of IT service management principles and their implementation within comparable organizations.
  • ITIL Foundation Certificate (v3 or v4) or equivalent is essential; additional ITIL modules in relevant practice areas are desirable.
  • Demonstrate a commitment to ongoing professional development.
  • Proven track record of working with IT suppliers to deliver user-facing services across an organization.
  • Experience managing a service desk function, including line management of first-line support analysts.
  • A strong commitment to fostering an inclusive and diverse workforce that reflects our community.
  • Dedication to working with individuals who have complex communication needs and alignment with Sense's vision and values; willingness to learn effective communication strategies for this population and identify barriers to their participation in all aspects of Sense's work.

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