This is a hybrid based role with the need to be in the office in Kent 2 days per week.
Key Responsibilities for the Head of IT Service Delivery
- Day-to-day management of the delivery of shared services, providing a quality management wrapper
- Management escalation point and an appropriate counsel for issues.
- Governance of service delivery operating model and policy requirements.
- Maintaining relationships with key stakeholders to support expectation management, proactively seeking to remediate mis-aligned expectations.
- Develop and implement shared service specific service delivery sub-strategies that support the Technology Service Delivery strategy and align with objectives and regulatory requirements.
- Manage any major 3rd party outsourcer ensuring SME availability
- Own the overall responsibility for the delivery of shared Technology services to stakeholders through regular proactive engagement, ensuring continued buy in, transparency of decision making and evangelising the continued value of the Service Delivery capabilities.
- Ensure that board reporting is transparent, accurate and positively reflected with the appropriate attention to stakeholder viewpoints.
- Retain oversight of Problem, Incident and Service Request fulfillment ensuring that KPI’s are achieved, reported and expectations are met (or exceeded)
- Substantial experience of transforming and managing significant IT services in a large organisation
- At least 7 years’ experience in the IT industry.
- Experience of delivering ICT strategy/delivery.
- Experience managing complex ITIL environments and/or ITIL transformation projects.
- Experience of managing budgets greater than £1m
- Experience of joint procurement, market testing and outsourcing as well as negotiating quality, cost-effective services
- Experience of successfully implementing an IT strategy through business planning.
- Evidence of contribution to major transformation and building teams at a time of change and uncertainty.