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Head of Service Design and Assurance, Global

2 months ago

London, Greater London, United Kingdom Collinson Full time
About the Role

We are seeking a highly experienced and skilled professional to lead our Service Management Office (SMO) and drive quality initiatives across the business. As the Head of Service Design and Assurance, Global, you will be responsible for championing the value of the SMO and building strong relationships with key stakeholders and influencers.

Key Responsibilities
  • Provide subject matter expertise and consultancy to enablement functions and support the SMO in promoting and adopting Service Lifecycle and best practices across the Collinson group.
  • Support and contribute to the vision and strategy of the SMO, enabling a global understanding of service maturity and capabilities, through development of strategies and roadmaps to support the vision, in agreement with the Service Management Director.
  • Design cost modelling of existing and new support models and incorporate into the Service Catalogue, identifying potential cost savings.
  • Accountable for the overall scope and development of Service Design Advisory Board (SDAB) and Technical Design Advisory Board (TDAB) with a view to establishing enterprise adoption.
  • Responsible for understanding and analysing specific service design and transition requirements from new and existing clients, ensuring the delivery of those services is fit for purpose and the most appropriate solution for Collinson group and customers.
  • Design, delivery and oversight of right-sized governance-based global Service Management reporting and dashboards.
  • Accountable for service quality, standards and governance controls, embedding continual improvement to tools, processes, education and all areas that impact digital service quality across the Collinson group.
  • Recommend and influence improvements through service quality strategy to the internal enablement and global business functions, service delivery teams and external third-party providers.
  • Leveraging the latest service delivery methodologies, lead, manage or support as appropriate, the development of core enterprise Service Management competencies and knowledge.
  • Design and implement experience-based measurement of digital services.
  • Build and lead a team of service professionals, who will deliver increased service standards through developing core competencies, which in turn will demonstrate the value of the SMO.
  • Act as Service escalation, for all escalated queries which are deemed to require a higher level of support, including verification and management.
Requirements
  • Extensive experience in the IT industry with 15+ years' experience in IT service management.
  • A strong leader with a flexible approach and experience in working in a high-performing team.
  • General knowledge of service management tooling.
  • Excellent analytic/problem-solving skills.
  • Excellent communication/presentation skills.
  • Exposure to interactions with internal and external service providers.
  • Experience in developing a strategy into a plan of action.
  • Demonstratable experience of contract and commercial service level management, including awareness of Service Integration and Management (SIAM).
  • Demonstratable experience of risk management.
  • Excellent skills and capabilities in management, project management and technical management.
  • ITIL v3 foundation with ITIL v3 specialist area preferred. ITIL4 desirable.
  • Verism Foundation desirable.
About Collinson

Collinson is an equal opportunity employer and welcomes differences in all their forms, including colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences. We are focused on continually evolving our purpose-driven, high-performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work. Our company values are: Act smarter, Do the right thing, One team and Be insight-led.