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Service Management and Operations Director

2 months ago

livingston, United Kingdom GMA Consulting Full time
Service Management and Operations Director
HYBRID WORKING ENVIRONMENT - EXCELLENT WORK-LIFE BALANCE
THE COMPANY
My client is an IT consultancy with a strong presence across the UK. They design, implement, and support IT infrastructure and application solutions for clients.
As a Head of Service Excellence you will be part of IT leadership team and will be fully accountable for defining and implementing the Service Management strategy across three pillars: Service Desk, NOC and SOC to deliver the best first class services to clients.
You will support service management and measure their efficiency and usage. You will build strong relationships with wider stakeholders and be responsible for the commercial aspects of your team with full P&L accountability.
You and your team will aim to provide a professional service for clients ensuring that all technical services are being delivered in line with quality, commercial outcomes, governance, and process / system KPIs and SLAs.
Provide strategic leadership and management to the delivery team, ensuring that a high quality and effective service is delivered.
Manage internal stakeholders effectively to maximise performance and efficiency, including the Customer Support Team, Sales and Regional Teams. Identify gaps within internal and external delivery and agree remedial action. Promote performance management to drive continuous improvement throughout internal and external delivery. Work alongside the business development team to develop and test solutions to improve customer performance.
Skills and Experience
  • Excellent knowledge and practical experience of the ITIL service management framework
  • Service delivery and Service Management experience
  • ‪Excellent broad understanding of IT infrastructure
  • Very strong interpersonal & relationship development skills
  • ‪Budget management experience
  • ‪Ability to work in a fast moving environment
  • ‪Technical background
  • ITIL certified and Agile experienced.
As a prerequisite for this role you must have a valid UK work visa
Please contact me for more info

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