Head of Digital and ICT Services

5 hours ago

Preston, Lancashire, United Kingdom Peregrine Full time
Job Title: Head of Digital and ICT Services

We are seeking a highly skilled and experienced professional to lead our Digital and ICT Services team. As the Head of Digital and ICT Services, you will be responsible for developing and implementing a comprehensive IT service management strategy that aligns with our business goals.

Key Responsibilities:
  • Service Management Strategy: Define and implement a comprehensive IT service management strategy that aligns with business goals.
  • Team Leadership: Lead and manage a team of service management professionals, including service desk, incident, problem, service design, and transition specialists.
  • IT Operations Management: Oversee service operations, ensuring efficient incident and problem resolution, high service availability, and user satisfaction.
  • Tooling Management: Select, implement, and manage IT service management tools to optimize processes and workflows.
  • Continual Service Improvement: Drive continuous improvement initiatives to enhance the maturity and effectiveness of service management practices.
  • Service Level Management: Establish and maintain service level agreements (SLAs) with internal and external stakeholders.
  • Business Partnering: 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.
Requirements:
  • IT Service Management Frameworks: In-depth understanding of frameworks like ITIL (Information Technology Infrastructure Library) and its core processes (incident, problem, change, etc.).
  • IT Infrastructure and Software Delivery and Support: Solid understanding of IT infrastructure and operations, including networking, hardware, and software.
  • Service Management Tooling: Knowledge of service management tools like ticketing systems, configuration management databases (CMDB) utilizing standards such as CSDM (Common Services Data Model from ServiceNow), discovery tooling for hardware and software assets.
  • Strategy: Ability to translate business goals into a robust IT service management strategy.
  • End User Experience: Understanding of how service management impacts user experience and business value and not just cost.
  • Prioritisation and Resource Management: Skills in cost optimization and resource allocation within the IT service management function.
  • Team Leadership: Strong leadership skills to motivate and manage a team of service management professionals.
  • Stakeholder Management: Excellent communication and interpersonal skills to bridge the gap between IT and business stakeholders.
What We Offer:

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and experienced professional looking for a new challenge, please submit your application.

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