Global IT Operations Lead

19 hours ago


London, Greater London, United Kingdom aicpa Full time
About the Role:
The IT Service Management Director leads the service management function for the Global Technology Services department. You will adopt a proactive approach for the provision of IT service delivery. Manage all communications between IT and the wider business, promoting quality and operational efficiencies of IT service management.
As a key member of the IT Service Team, you will work from 10am-6pm UK, plus be part of an on-call rota.
You Will:
  • Collaborate with senior team members globally to ensure the optimum level of service is delivered.
  • Develop with IT leaders and important team members an IT capacity plan to help manage the operational demands during peak business periods.
Vendor Management
  • Provide oversight of performance management across the supply chain and input into commercial negotiations and reviews to ensure business timelines are met.
  • Manage vendor service performance across the supply chain to ensure adherence to contractual obligations.
  • Lead monthly performance service review meetings with IT Leadership and important partners.
Service Management Metrics
  • Deliver a service management report based on the ITIL service management framework.
  • Produce regular and accurate service management reports and dashboards for IT leadership.
  • Through metrics and observation, identify trends and patterns, anticipate problems, and work across IT to implement preventative measures to ensure contractual levels of support are met.


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