Head of Service Management

Company Description
**Informa** is a leading international events, intelligence and scholarly research group.

We’re the specialist’s specialist. Through hundreds of powerful brands, we work with businesses and professionals in specialist markets, providing the connections, intelligence and opportunities that help customers grow, do business, make breakthroughs and take better informed decisions.

Informa is listed on London Stock Exchange and a member of FTSE 100, with over 11,000 colleagues working in more than 30 countries.

**Job Description**:
**Role Overview**:
The Head of Service Management is a new role, reporting into the Service Management & Operations Director within Group Technology, part of the Global Support Division.

As Head of Service Management, the role holder has the following direct reports:

- Service Design & Transition Manager
- Asset Manager
- Change Manager
- Problem Management
- CMDB Manager
- Partner Performance Manager

The Head of Service Management leads all of the individual Service Management process owners for Group Technology. Collectively, this group manage, develop, and grow the maturity of Service Management processes for all GT support teams and in many instances, the Divisional support teams as well.

Reporting into the Service Management & Operations Director, you are required to lead the process owners through their development of service maturity Roadmaps, managing their delivery of the required activities and initiatives to deliver continual service improvements whilst maximising adoption of standard, consistent ways of working across Group Technology.

**Key responsibilities**:
In addition to the key components above, the Head of Service Management is expected to deliver against the following key responsibilities:

- Lead the Service Management group, ensuring team meetings, individual 1:1’s, performance reviews and all associated management activities are undertaken in a timely manner
- Act as an Ambassador for Informa Colleague support and service - working with the Divisional IT teams and third parties when required to design support services that are compatible with the standard GT operating model
- Develop capabilities, maturity and consistency of Informa’s Service Management processes by establishing standards and reviewing compliance with those standards, dealing with any issues that might be preventing process adoption by specific teams or colleagues in GT
- Build and maintain strong relationships with the functional leads and Managers across Group Technology, working with those teams to improve their operational efficiency and colleague service culture
- Establish maturity roadmaps across the Service Management disciplines, feeding into the GT 3 year plan as appropriate with any planned initiatives requiring investment
- Conduct ‘Quality Assurance’ reviews across Informa GT support teams and respond to QA findings with improvement plans as appropriate
- Maintain an understanding of industry trends and best practice across the Service Management arena, identifying appropriate enhancements and improvements that Informa could adopt
- Identify the opportunities and drive delivery of automation initiatives in the support arena - feeding into strategic plans where appropriate
- Use and develop management reports to monitor the effectiveness of Service Management functions and evidence improvement in any targeted areas via relevant metrics
- Work closely with Service Operations and the other Group Technology functions when projects and other activities have an impact or a dependency on Service Management
- Where required, put forward improvements to the ServiceNow platform as identified from CSI activities taking place within the Service Management function, prioritising requests where appropriate with the Head of Service Management Tooling
- Engage with 3rd party service partners when appropriate to deal with any issues identified by the Service Management function - such as data quality issues, process adherence issues, service inconsistencies etc.
- Support the Service Management & Operations Director with initiatives that deliver the Group Technology Priorities of People First, Operational Efficiency and Delivery Effectiveness.

**Qualifications**:
**Knowledge**
- A strong understanding of the service delivery lifecycle and support operating models
- Previous experience of managing service delivery team/s, preferably in a global organisation
- Specialist knowledge of ITIL Service Management disciplines and experience of implementing and maturing Service Management capabilities into global organisations
- Understanding of how Business processes are supported by technology
- Industry knowledge and understanding in terms of Service Management - including a strong appreciation for AI, Automation and Self-Service opportunities within the disciplines
- Experience of working with outsourced (preferably offshored) service partners
- Strong Management ex