Head of Service Design and Assurance

1 day ago

London, Greater London, United Kingdom Collinson Full time
Job Title: Head of Design Services

Job Summary:

We are seeking an experienced Head of Design Services to join our team at Collinson. As a key member of our Service Management Office, you will be responsible for driving quality initiatives throughout the business and championing the value of the SMO through strong relationships with stakeholders and influencers.

Key Responsibilities:

  1. Provide subject matter expertise and consultancy to enablement functions and support the Service Management Office in promoting and adopting Service Lifecycle and best practices across the Collinson group.
  2. Contribute to the vision and strategy of the SMO, enabling a global understanding of service maturity and capabilities, through development of strategies and roadmaps to support the vision.
  3. Design cost modelling of existing and new support models and incorporate into the Service Catalogue, identifying potential cost savings.
  4. Accountable for the overall scope and development of Service Design Advisory Board (SDAB) and Technical Design Advisory Board (TDAB) with a view to establishing enterprise adoption.
  5. Responsible for understanding and analysing specific service design and transition requirements from new and existing clients, ensuring the delivery of those services is fit for purpose.
  6. Design, delivery and oversight of right-sized governance-based global Service Management reporting and dashboards.
  7. Accountable for service quality, standards and governance controls, embedding continual improvement to tools, processes, education and all areas that impact digital service quality across the Collinson group.
  8. Recommend and influence improvements through service quality strategy to internal enablement and global business functions, service delivery teams and external third-party providers.
  9. Leveraging the latest service delivery methodologies, lead, manage or support as appropriate, the development of core enterprise Service Management competencies and knowledge.
  10. Design and implement experience-based measurement of digital services.
  11. Build and lead a team of service professionals, who will deliver increased service standards through developing core competencies, which in turn will demonstrate the value of the SMO.
  12. Act as Service escalation for all escalated queries which are deemed to require a higher level of support.

Requirements:

  1. Extensive experience in the IT industry with 15+ years' experience in IT service management.
  2. A strong leader with a flexible approach and experience in working in a high performing team.
  3. General knowledge of service management tooling.
  4. Exposure to interactions with internal and external service providers.
  5. Demonstrable experience of contract and commercial service level management including awareness of Service Integration and Management (SIAM).
  6. Demonstrable experience of risk management.
  7. Excellent skills and capabilities in management, project management and technical management are required.
  8. ITIL v3 foundation with ITIL v3 specialist area preferred.
  9. Verism Foundation desirable.

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