Head of Service Management

Head of Service Management – FCDO – G7 – Free-Work UK Join to apply for the Head of Service Management – FCDO – G7 role at Free-Work UK. Get AI‑powered advice on this job and other exclusive features. Base pay range Our Digital and Data technology team are at the forefront of digital innovation. They provide best‑in‑class solutions for our clients, helping to shape and support a data‑driven future for UK government. Whether it’s creating bespoke, secure software, offering programme and application support or moving an entire embassy’s servers to a Cloud platform, no matter the task, they are on hand to support. Now, you’ve got the opportunity to join them. Providing innovation to government partners Delivering best‑in‑class solutions Working at the cutting‑edge of technology It all matters Lead the expert team that helps to maintain the security of our IT operations When you join us in this vital leadership role you’ll be responsible for a small team of highly committed and collaborative IT Service Managers and focus on ensuring adequate resources are available to deliver an efficient and successful service. Acting as a hands‑on escalation point for business stakeholders, you’ll be accountable for the ongoing execution of continual service improvements, and be responsible for the recruitment, coaching, development and performance of your team. Most importantly, you’ll set the vision and strategy for IT service management throughout our organisation, ensuring that practices and services are standardised while at the same time capable of adapting to the needs of different services and customers. Committed to building service management considerations into all new bids, proposals and change requests, and overseeing service operations to ensure consumer support is of the highest quality, you’ll work to create, develop and maintain excellent relationships with a diverse range of internal stakeholders and customers. We’ll also expect you to confirm that each individual customer service agreement is fulfilled, support the renegotiation of agreements, interact with customers to resolve any issues that arise, and work to maintain you and your team’s professional development and knowledge. Use all your technical IT skills as you work to defend the nation’s interests To be a success in this significant role you’ll hold ITIL 4 Managing Professional certification, have well developed experience of working in service delivery environments, and possess the leadership and management skills necessary to lead an expert service delivery team. It goes without saying that you’ll have hands‑on experience of using service management tooling such as ServiceNow, and in addition to demonstrable knowledge of formulating SLAs/OLAs, you should be capable of delivering services to defined standards at a minimum level of ISO9001 and ISO20000:1. With well developed commercial acumen and the confidence to drive organisational change management, experience of working with project and programme management methodologies would be desirable, as would the ability to operate in both established and ‘green field’ service management environments. It would be an advantage if you possess some technical expertise relating to security, IT and comms technologies, and in addition to knowledge of our organisation’s overseas operations, experience of supplier management would be a plus. Discover the support you need to grow your career further. But we’re always looking to improve – just like you. That’s why when you join us, expect to receive a competitive salary, generous holiday entitlement and a Civil Service Pension. Along with this, you’ll also have access to training and other development opportunities to help grow your career with us. Our offices have an on‑site gym, nursery, café, and restaurant, and we offer interest‑free loans on season tickets and bikes to help you get there. It’s a great set of benefits made to support all you do, and all you need. Want to see your future team’s work in action? Step into our Virtual Embassy and select a guide to take you round to see how we deliver for government customers and how you could help. Explore the embassy now at. Every single colleague must be security cleared before joining us. If you’re successful in your application, we’ll ask you to undergo our vetting process to achieve Security Check (SC) clearance. You can find out more about vetting at. It takes a diverse team to protect a diverse world. The vital work we do takes an incredible community of colleagues, with different skills, backgrounds, cultures and identities. We support every individual, so that you always know you’re welcome and valued. It’s what makes us a Disability Confident employer. And why we’re recognised as a ‘Carer Confident’ workplace. And it’s how you know you’re joining an inspiring, inclusive organisation. Candidates who are judged to be close to meeting the criteria may be considered for other positions in FCDO Services which may be at a lower grade, but have a potential skills match. Candidate Profile ITIL4 Managing Professional Demonstrable experience of working within service delivery environments. Experience of leading and managing a Service Delivery team Hands‑on experience of service management tooling, such as ServiceNow Demonstrable knowledge of formulating SLAs/OLAs Demonstrable experience of delivering services to defined standards (at a minimum, ISO9001 & ISO20000:1) Commercial acumen of management of services Experience of driving organisational change management from inception to results Qualifications ITIL4 Managing Professional #J-18808-Ljbffr