Head of ICT Services

2 weeks ago

Metropolitan Borough of Solihull, United Kingdom https:jobs-redefined.cositemap Full time
Job Title: Head of ICT Services

We are seeking a highly skilled and experienced professional to lead our ICT services team. As Head of ICT Services, you will be responsible for overseeing the strategic direction and full range of customer service capabilities, defining service channels, levels, processes, and standards, and monitoring service desk performance.

Key Responsibilities:
  • Champion service culture and customer focus, lead framework development for standards and escalations.
  • Plan, develop and lead initiatives, processes and projects for the design, monitoring, measurement, reporting and continuous improvement of services and interoperability across the function and wider business.
  • Define, monitor and report on service level agreements (SLAs), lead service improvement initiatives to enhance operational efficiency, reduce cost and improve customer satisfaction.
  • Deliver high-quality, cost-efficient services by establishing and reviewing operational methodologies and tools, collaborating with business units and suppliers to meet performance targets, and managing disruptions or major amendments with third parties as required.
  • Lead strategic operational advancements through the integration of technology, automation, and generative AI solutions.
Requirements:
  • Experience in Leadership of multi-disciplined cross-functional service delivery teams in fast-paced environments.
  • Driving change including service improvement, culture change, transformation, target operating models and strategy development.
  • Understanding of service delivery economics (service costing frameworks) and data-driven service performance management and development.
  • Experience in people management, staff development, coaching and successor planning.
  • A reliable partner in stakeholder management in complex innovative environments.
  • Knowledge of ITSM Frameworks and methodologies, Agile delivery and product management.

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