Head of IT Service Delivery - City of London, United Kingdom - Age UK Group

Age UK Group
Age UK Group
Verified Company
City of London, United Kingdom

4 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Age UK is recruiting for a
Head of IT Service Delivery to join our delivery focused Digital and Technology team.

This is a newly created post for Age UK and will play a pivotal role during a critical transition year for the charity.


Our aim is to bring control of the quality and provision of IT service delivery in-house after some years of an outsourced arrangement.

This is an exciting opportunity for a customer focused, experienced, IT Customer Service and Delivery professional.


We are looking for this role to drive new ways of working across the IT teams to help us deliver services that truly meet the needs of our colleagues and users.


Above all, you will take us on a journey to ensure our services are robust and resilient, managing service performance for our customers and building strong relationships across the organisation.


As
Head of IT Service Delivery, you will build and develop the team that you will lead through the transition over the next 1-2 years to bring services in-house, whilst increasing service quality and responsiveness.


You will own the customer service journey and lifecycle, from engagement and communications with users through to resolution of issues.

You will be the go-to business partner for our key customers, initiating a new approach to business relationship management.

We are an ambitious team sharing the same common goal.


We are innovative, creative, and we take great ownership and pride in delivering positive solutions for the benefit of older people throughout the UK.


You will have:


  • Excellent communication skills at all levels, with internal and external stakeholders.
  • Proven commitment to delivering customer centric, high quality IT services.
  • Extensive experience in IT roles particularly IT management and service delivery, including at least one large organisation (i.e. over 1000 staff).
  • Proven commitment and success in relation to the continuous improvement of IT services and teams, including operational management and capability development.
  • Ongoing development of teams and individuals to increase quality of service and provide appropriate development pathways for them to improve skills and delivery.
  • Direct experience of managing mostly remote teams with currently limited hybrid working.
  • Delivery of meaningful reporting and planning information related to service delivery.
  • Analytical skills to use operational and service data to inform our journey to service excellence, including sources such as KPIs, team performance statistics, supplier SLAs.
  • Broad understanding of IT infrastructure and technology components.
  • Supplier management and engagement across a wide range of large, small, specialist and complex vendors.
  • Strong knowledge and experience of deploying and improving IT Service Management principles and practices.
  • Leadership and/or management of the deployment and improvement of ITSM tools.
  • Resource and financial management (e.g. budgets, staffing, equipment, 3rd party suppliers).
  • Formal qualification/training in a relevant IT discipline e.g. ITIL Practitioner, Service Desk Institute.

What we offer in return:


  • Competitive salary, 26 days annual leave + bank holidays + annual leave purchase scheme.
  • Excellent pension scheme, life assurance, health cashback plan and EAP.
  • Car Benefit Scheme, Cycle to Work Scheme and Season Ticket Loan.
  • Techscheme buy any tech from Apple or Currys, up to £1000, and spread the cost over 12 months, interest free
  • Heka Fitness & Wellbeing Benefit.
  • You Did It Awards recognition awards from £

Additional Information:

Age UK is committed to safeguarding adults at risk, and children, from abuse and neglect. We expect everyone who works with us to share this commitment.

Age UK politely requests no contact from recruitment agencies or media sales. We do not accept speculative CVs from recruitment agencies nor accept the fees associated with them.
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