Investigo
Head of Information Technology Services
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Head of Technology Services
Permanent
An experienced Technology Services leader who can manage and continually improve the provision of technology services. The Head of Technology Services will own service delivery, service performance, incident management, escalation routes, supplier coordination and the clear promotion of available technology services to colleagues and partner firms. This role is focused on making technology services visible, easy to engage with and will highlight the benefits of technology services.
You will report in to the CIO and working closely with Technology, Systems, Operations and business stakeholders to agree service priorities, manage performance expectations and ensure service delivery aligns with Board and partner firm requirements.
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The role will strengthen the overall technology service model across the Group, improving service awareness, service standards, SLA performance, incident response, escalation handling and the way technology services are communicated and promoted to users.
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What you'll do
- Own the end-to-end provision of Technology Services, ensuring services are reliable, responsive, well governed and aligned to business priorities.
- Define, monitor and report on SLAs, service performance measures, incident trends, request volumes, resolution times and customer satisfaction.
- Lead incident management processes, ensuring incidents are triaged, prioritised, communicated and resolved effectively, with clear post-incident reviews and improvement actions.
- Manage escalation routes for service issues, ensuring urgent or business-critical matters receive the right senior attention and are progressed to resolution.
- Maintain and promote a clear catalogue of Technology Services, helping colleagues and partner firms understand what support is available, how to request it and what service standards to expect.
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