Head of IT Services

3 weeks ago

Middlesbrough, Middlesbrough, United Kingdom 83zero Ltd Full time
Lead IT Support Team and Drive Digital Transformation

83zero Ltd is seeking an experienced IT professional to lead our dynamic IT support team and drive the smooth operation of technology services. As the Head of IT Services, you will be responsible for delivering reliable, resilient, and secure technology services across the business.

About the Role:

As the Head of IT Services, you will lead the IT service desk, ensuring the availability and reliability of the systems, processes, and platforms that power day-to-day operations. You will collaborate with teams from Customer Services, Solution Delivery, and Engineering to anticipate and meet the evolving IT demands driven by digital transformation initiatives.

Key Responsibilities:
  • Lead and develop the IT support services team through coaching, mentoring, and training.
  • Manage service level agreements (SLAs) with internal and external stakeholders.
  • Maintain and update the service catalogue and asset inventory for internal users and business units.
  • Drive continuous service improvement, using metrics, KPIs, and customer feedback to assess performance.
  • Oversee the change management process, ensuring changes are controlled to minimise disruption.
  • Manage service incidents and problems, ensuring swift resolution and clear communication.
  • Monitor and manage IT service capacity and performance to meet future demand.
  • Ensure compliance with industry standards and regulations governing IT services.
  • Promote a culture of continuous improvement within the IT service delivery function.
Requirements:
  • Proven experience in IT service delivery, ideally within a technology or managed services environment.
  • A strong track record of managing changes to IT services with minimal disruption.
  • Leadership experience with excellent communication and interpersonal skills.
  • Knowledge of ITIL or ISO20000-based service delivery functions.
  • Experience in presenting at CIO/Board level.

We are looking for a highly skilled and experienced IT professional to join our team and drive service excellence. If you have a passion for IT service delivery and a strong track record of leadership, we would love to hear from you.

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