Head of IT Service Operations

1 day ago

Chatham, United Kingdom Intec Select Full time

Head of IT Service Operations

Our trusted client who operates within the financial domain is currently hiring an Head of IT Services Operations as they embark on a post-merger simplification programme which will incorporate building a greenfield ITSM framework (service now) from scratch and rolling this platform across multiple sites onshore/offshore. Our client is paying between £75,000 to £90,000 + 25% Bonus + Hybrid working to be based in either Wolverhampton or

Chatham.
Ideally the chosen applicant will have strong capabilities in end-to-end delivery of ITILV4 Service Management (ITSM) practices coupled with proven experience designing/implementing multiple IT service management practices preferably within the financial domain. As the Head of IT Service Operations, you will be a key component of the IT Service Delivery Leadership team, working alongside the Head of IT Service Management. Collectively, the IT Service Delivery Leadership team contributes in designing and building a service centric IT function, from the ground up.

Core responsibilities:
End-to-end delivery of half the ITIL Service Management (ITSM) practices including the processes, people and tools underpinning the following practices: Availability Management, Capacity and Performance Management, IT Asset Management Monitoring and Event Management. Service Configuration Management, Service Continuity Management and Service Design.

Ensuring the coherent and effective design and operation of the processes, systems and people required to, deliver, support and improve IT Services.

Ensuring that each IT Service has a Continual Service Improvement plan in place, in conjunction with Technical Management, third-party and IT Business Relationship stakeholders as applicable.

Line managing and coaching all direct reports across UK and India, including all aspects of performance management, development, conduct, sickness management, appraisals, employee administration and recruitment.

Management of all ITSM-related risks and audit actions in conjunction with the IT Risk Management Team.

Key skill criteria:
Extensive experience operating multiple IT Service Management practices at an enterprise level is essential.

Experience of implementing and designing ITSM tooling at enterprise level is essential

Exposure to ITIL V4 or V3 is essential

Experience of the financial services industry nice to have

Experience of matrix management across technology towers is essential.

Practical knowledge of monitoring supplier performance and taking restorative action is desirable.

Experience of managing third-party contracts, working with professionals in other areas (e.g. Procurement, Legal) is essential.

Experience managing a large team of IT professionals (both technically and governance-focussed) is essential.

Salary & Benefits:
£75,000 to £90,000 / 25% Bonus / Work from home options / 30 Days Holiday / Medical Cover / Life Cover / Pension / Flexible Benefits

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