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Head of IT Service Delivery

3 months ago

High Wycombe, United Kingdom Dreams Full time

The Role:

We`re looking for a new Head of IT Service Delivery to join our Technology team based in Loudwater, Buckinghamshire. In this role, you will perform a pivotal role in ensuring the efficient delivery of the Technology `run` function and IT services for Dreams on a day to day basis. By leading our top-class technology service delivery teams, you will oversee the delivery of best-in-class services and be a champion of the Dreams culture.

Ready to skip the snooze button and get stuck in? Here`s a taste of what you`ll be doing day-to-day...

oChange Advisory Board (CAB): Prepare and facilitate monthly CAB meetings to prioritise IT work with key business stakeholders.
oProject Management: Actively manage, plan, prioritise, and follow up on project work and change requests, aligning efforts with business priorities.
oService Desk Operations: Lead a team to manage and monitor all elements of Service Desk operations, ensuring availability and stability.
oProcurement and Standards: Manage hardware, software, and support services procurement, while adhering to group IT policies and security standards.
oSubject Matter Expertise (SME): Provide support and advice to Service Desk operations.
oEscalation Point: Act as the first escalation point for support calls and service requests.
oService Quality Improvement: Implement service improvement initiatives to enhance customer satisfaction.
oIncident Management: Handle critical incidents and user communications.
oIT Asset Management: Oversee IT assets and contracts.

The Person: This is the type of person we`re dreaming of:

oEducation: A relevant degree (e.g.,in Computer Science, Business, or Information Technology).
oCertifications: Preferred certifications include ITIL,ITSM, PMP, MCSE, and others.
oSkills: Familiarity with ITIL disciplines, emerging technology trends, and industry best practices. Cloud enablement
oExperience: Prior experience in incident management and handling unplanned outages. Cloud technologies, Microsoft Azure desired.

In your dream role, you`ll also receive:

- Bonus: Our discretionary annual bonus scheme recognises the hard work and dedication of our superstar dreamers.
- Discounts: Amazing staff discount on Dreams products, plus hundreds of brands including restaurants, holidays, and shopping.
- Buy-in schemes: You`ll have the opportunity to buy extra holiday, private healthcare, or savings and loans.
- Parking: We know it goes without saying, but our free onsite parking gives you peace of mind when you travel.
- Wellbeing: We partner with the Retail Trust to offer a 24-hour helpline with a variety of support services, as well as hosting an on-site gym and out of hours GP service.
- Hybrid working: Whether you`re an early bird or night owl, we trust you to work your hours responsibly to suit you