Head of IT Service Management

7 days ago

Preston Lancashire, United Kingdom Peregrine Full time
About the Role

We are seeking a highly skilled and experienced IT Service Management professional to join our team at Peregrine as a Head of IT Service Management. This is a key leadership role that will be responsible for designing and implementing a comprehensive IT service management strategy aligned with business goals.

Key Responsibilities
  • Design and Implement IT Service Management Strategy: Develop and implement a comprehensive IT service management strategy that aligns with business goals and objectives.
  • Lead and Manage IT Service Management Team: Lead and manage a team of IT service management professionals, including service desk, incident, problem, service design, and transition specialists.
  • Oversee IT Operations Management: Oversee service operations, ensuring efficient incident and problem resolution, high service availability, and user satisfaction.
  • Manage IT Service Management Tools: Select, implement, and manage IT service management tools to optimize processes and workflows.
  • Drive Continual Service Improvement: Drive continuous improvement initiatives to enhance the maturity and effectiveness of service management practices.
  • Establish Service Level Agreements: Establish and maintain service level agreements (SLAs) with internal and external stakeholders.
  • Foster Business Partnerships: Foster a culture of collaboration between IT and business functions, working to understand their service requirements and designing service management capability to deliver on these requirements.
  • Provide Expert Guidance: Provide expert guidance and recommendations on service management best practices to product teams as they design, build, and implement new or updated products to the IT environment.
Requirements
  • Proven Experience in IT Service Management: Proven experience in IT service management, ideally with a recognized certification (ITIL, ITSM, SIAM).
  • Commercial Awareness and Budget Management: High level of commercial awareness and budget management capability, with budget responsibility as part of a wider budget up to GBP 20m.
  • Knowledge of IT Service Management Frameworks: In-depth understanding of frameworks like ITIL (Information Technology Infrastructure Library) and its core processes (incident, problem, change, etc.).
  • Operational Expertise: Overseeing service desk, incident, problem, design, and transition.
  • Communication and Interpersonal Skills: Excellent communication and interpersonal skills to bridge the gap between IT and business stakeholders.
  • Problem Solving and Process Improvement: Commitment to continuous improvement methodologies like Lean IT and Six Sigma, with ability to analyze service management data and identify areas for improvement.
What You Will Deliver
  • Design the Service Management Team: Collaborate with stakeholders to design a fit-for-purpose service management organization with appropriate skills and capacity to meet the requirements of the business as it grows now and in the future.
  • Scope and Source Internal and External Delivery Partners: Work with product teams to understand the products being delivered and the support services they will require, and design appropriate sourcing strategies for service management.
  • Develop Service Management Delivery Plan: Work with product teams to understand the business requirements and develop a plan of activity to establish service management capabilities.
  • Monitor and Control Delivery: Establish governance, including external or internal suppliers, CSAT, or other performance monitoring mechanisms to capture service performance, progress, plans, and problems that require support.
  • Stakeholder Engagement: Establish strong stakeholder relationships across IT, the program, and our internal customer teams (engineering, manufacturing, enabling functions) to understand performance as experienced by our end users, communicate service commitment, and resolve issues.

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