Director of IT Service Management

4 weeks ago


Metropolitan Borough of Solihull, United Kingdom https:jobs-redefined.cositemap Full time
Head of IT Service Management

We are seeking a seasoned professional to lead our IT Service Management team. As a key member of our organization, you will be responsible for overseeing the strategic direction and full range of customer service capabilities. This includes defining service channels, levels, processes, and standards, as well as monitoring service desk performance.

As a champion of service culture and customer focus, you will lead the development of frameworks for standards and escalations. You will also 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.

Key responsibilities include defining, monitoring, and reporting on service level agreements (SLAs), leading service improvement initiatives to enhance operational efficiency, reduce cost, and improve customer satisfaction. You will also 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.

As a leader, you will champion strategic operational advancements through the integration of technology, automation, and generative AI solutions.

Your profile

  • 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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