Head of IT Service Management

**Details**:
**Reference number**:

- 308922**Salary**:

- £67,697 - £74,315- A Civil Service Pension with an average employer contribution of 27%**Job grade**:

- Grade 6**Contract type**:

- Permanent**Business area**:

- HSE - Information Technology & Facilities Division (ITF)**Type of role**:

- Digital
- Information Technology**Working pattern**:

- Flexible working, Full-time**Number of jobs available**:

- 1Contents

Location

About the job

**Benefits**:
Things you need to know

Location
- East Midlands (England), East of England, North East England, North West England, Scotland, South East England, South West England, Wales, West Midlands (England), Yorkshire and the HumberAbout the job

**Job summary**:
Technology, data, and digital services underpins everything that HSE does. We are a knowledge organisation, with a wealth of experience in keeping people safe. It is the responsibility of the Information and Technology Services (ITS) Division to ensure that everyone in the organisation can access our data and information, to share it and to use it to make effective decisions. We support over 3000 colleagues working in a hybrid style at home and in 26 offices across Great Britain. Our services keep inspectors functioning effectively and efficiently on industrial sites nationwide, from oil platforms in the North Sea to our deepest mines and quarries.

We strive to constantly improve the technologies and services supporting the organisation. Our end user computing devices are leading edge, and we are making significant progress in delivering new cloud based services. Our service management and information management services are very highly regarded within the organisation and pride themselves on excellent customer service. Our commercial team has built strong relationships with suppliers and our project management team is embedded in our corporate change programme, transforming the older legacy systems that have underpinned the organisation for a long time.

We are a learning team, and everyone is encouraged to undertake training, development and courses that will keep them and the team current and excited by new opportunities. The team works well because everyone’s contributions and ideas are listened to and valued, and we can only grow and improve if there is an enthusiasm to explore our disciplines and try new ways of working.

**About Service Management.**

The Information and Technology Services (ITS) Division is responsible for delivering all IT Services to enable HSE to deliver its strategic and delivery plans. An exciting opportunity has arisen to lead the HSE’s IT Service Management Team. HSE’s IT Services have recently transformed and we are continuing to build in-house capability to give us the skills and experience we need to take our ambitious business plans forward. You will manage a blend of insourced and out-sourced teams, to maintain and operate a modern IT estate.

**Job description**:
As Head of Service Management, you will be responsible for the overall design and delivery of end-to-end IT services provided to the Health and Safety Executive (HSE) ensuring excellent customer service. Our Service Model is based on ITIL (IT Infrastructure Library) best practice principles. The adoption and enhancement of these practices is an on-going priority activity with an ambition to achieve the highest levels of business value through service excellence. There is a need to employ skills specifically aligned with this ambition on an enduring basis to act as the focal point and lead for co-ordination, integration and continuous service improvement; ensuring that our service operations are business driven, customer focused and value for money.

You will work under the direction of the Deputy Director IT Operations and will have line management responsibility for the 34 strong service management team.

**Key Responsibilities**
- Lead and manage the Service Management team (insourced and outsourced) to ensure the effective, efficient and secure operation of the HSE’s IT estate and the delivery of SM processes.
- Supporting the Deputy Director in creating joined up services.
- Deliver an IT major incident management function.
- Design, document, establish, operate and be accountable for the delivery and execution of Service Management processes.
- Interpreting user insight and performance data to drive service design and iterative operational improvements for digital and assisted digital service channels.
- Clarifying and articulating the diverse requirements of users and delivery partners to support effective delivery of a service.
- Deliver plans that have positive impact and are aligned to the organisations overarching digital strategy.
- Develop and maintain the IT Budget and Forecast, accounting for expenditure and the rolling plan for the refresh of technologies.
- Ensure that all IT assets are documented, tracked, and identifiable by location and user, and all audit requirements sup