Head of End User Services

**Vacancy Title: Head of End User Services**

**Vacancy Location: Ellesmere Port, England or Dunmurry, N.Ireland or Szczecin, Poland - Hybrid**

**Engagement Type: Permanent, Full Time**

**Your Company**

Survitec are the world’s largest survival technology provider. For over 166 years, we have been protecting lives in the air, on land and at sea, through the design, manufacture, and servicing of Survival Technology.

Today, we are a global community of 3,000 professionals with presence in 96 countries partnering with our customers to provide innovative solutions that reduce risk and help keep you safe.

That's why the world's leading maritime, defence & government, energy and aerospace organisations trust us when it matters most and why we have been awarded the Silver Award by the Defence Employer Recognition Scheme

**Your New Role**

The Information Technology family defines, provides, maintains, optimises and expands the business solutions needed to support global operations, communications, data collection and management, decision making and management of customer relationships. It safeguards our business, customer and personal data.

A Head of End User Services is required to drive the next level of maturity in IT service management and leadership. Aligned to group technology and reporting to the Director of Technology & Operations you will lead the end user services department into effective service operation with an elevated focus on overall user experience.

You will bring key skills to support the transformation of the existing IT service offering at a global scale with a goal to delight our end-users in every way. You will manage an established team and actively seek to enhance, manage expectations and report on service improvement.

**What You Can Expect from the Role**

**Key Responsibilities and accountabilities**:

- Overall responsibility for the effective management of the IT Service Desk function with a goal of continuous improvement of regional teams to meet and exceed the expectations of the Business.
- Develop a culture of user centred service design with user experience at the heart of every decision.
- Achieve existing service level agreements, manage the definition of SLA’s and KPI’s, while establishing mechanisms that monitor and report department performance. Evidence successful performance, or to enable proactive design & implementation of improvement plans
- Ensure that policy and procedure documents are maintained, and updated as and when appropriate, to reflect the way in which IT Service Desk Team operates
- Take ownership, where necessary, of any issues that may arise, in the day-to-day service operation
- Collect, analyse and report Service Desk statistics, providing commentary and insight regarding performance, and making recommendations for continuous improvement
- Work with suppliers and internal IT departments to provide Business users with clear and concise service updates

You will have the opportunity to develop in your role and feel proud of the work you do. Working at Survitec is fast paced, challenging and incredibly rewarding. This is not just another job; this is your career.

**The Experience, Qualifications and Skills You Will Have**

**Essential Criteria**
- 10+ years of experience in a similar global leadership role
- 5+ years of leading a large global IT team
- ITIL certification or experience
- Outsourced Supplier management
- Experience manging ServiceNow
- Manufacturing industry experience desirable

**How to Apply**

**If you would like more information regarding this role before applying, please feel free to reach out to us via Linked In.**

**Survitec is an equal opportunities employer. Our diverse global workforce protects lives, every single day. We are committed to cultivating an inclusive culture where our people feel valued appreciated, and free to be who they are at work. Because, to provide service and excellence to our customers we must mirror their diversity. But more importantly because it is the right thing to do.**

**Job Types**: Full-time, Permanent

**Salary**: £70,000.00-£85,000.00 per year

**Benefits**:

- Company pension
- Cycle to work scheme
- Free parking
- Life insurance
- On-site parking
- Private medical insurance
- Referral programme
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Yearly bonus

Work Location: Hybrid remote in ellesmere port