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Head of Service Management
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Service Lead Interim – 12 months - Remote UK Based
Head of Title used on advertising only due to no service lead title that was suitable.
Key Deliverables:
- Agreed basic stabilisation plan including: Support model, team structure, individual ownership responsibilities, end-to-end service plans and inter-IT team collaborations.
- Full stabilisation plan written and agreed, early wins completed
- Drive and implement the agreed roadmap, improve process adoption and service performance, strengthen supplier service integration, coach internal colleagues and progressively transfer ownership.
You will:
- Lead the design and maturity of the Service pillar and its integration with the wider IT operating model.
- Stabilise service desk, incident, problem, request, escalation, change & release, service design and transition and business communication arrangements/business stakeholder relationships.
- Establish proportionate IT service-management processes, service reporting, service ownership and service-acceptance controls.
- Introduce effective supplier service reviews and a practical service-improvement roadmap.
- Develop internal capability and progressively transfer knowledge and ownership.
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You will need to be able to demonstrate the following experience to be considered for this work:
- Senior leadership experience in building or materially improving an underperforming IT service function and team.
- Strong practical ITSM and service-design expertise.
- The ability to personally create processes, governance packs, service reports and executive papers.
- Credibility with business stakeholders, technical teams and suppliers.
- The ability to establish control quickly and work effectively with incomplete information.
- ITIL, SIAM, common project management methodologies such as Prince2
- Collaborative working within an IT SLT building out total maturity.
- Ownership of an effective knowledge library for internal IT teams and end user colleagues.
- Working with international teams, time zones, multi-language, work council environments.
- Large supplier estate.
- C-suite reporting.
- Strong relationship builder at all levels of the organisation.
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Ideally you will have worked in environments that have had M&A activity or are PE backed but these are not essential requirements. Working in sectors such as manufacturing, engineering, utilities. telecoms will again be helpful when it comes to the Operational Technology element.
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