Head of IT Service Operations - Peterborough, United Kingdom - Taylor Rose
Description
This role involves but is not limited to the following:Ensure the delivery of a reliable, supportable service and product catalogue,
Foster a department which values providing good user service and experiences across 2000+ users (and growing)
Develop and implement department and supplier SLAs, reporting monthly performance to the IT Operations Director and the Chief Information and Digital Officer (CIDO)
Provide expertise and advice at the most senior level on service-offering development and reporting performance to crucial business groups
Promote the standardisation of practices and automation where appropriate
Developing departmental business analysis expertise to obtain the requirements from all business departments
Develop staff engineering technical skills and business practices
Introduce practices to drive down outages and remedial demand arriving at the Service Centre
Oversee the introduction of basic ITIL standards, incident, change requests, problem management and related KPIs
Maintain, and develop the business and IT communications strategy and client reviews
Conduct vendor and supplier performance management, ensuring value for money
Ensure effective people management systems are deployed, deliver training and progression opportunities, and manage business succession needs while following company HR guidelines
Proven experience as a senior service centre manager (ITSM) or similar role
Strong knowledge of IT Service Management and ITIL process V3 or V4
Excellent vendor management and performance reporting skills
Fresh and energetic approach, focussed on delivering continuous improvement and promoting new ways of working
Experience in developing and maintaining the service and product catalogue
Skilled at ensuring technical resolving units provide services which meet the business outcomes of key business departments
Experienced in using service management activities to support digitisation programs
An organised approach to the role, planning strategy, budgets and results for each FY
Excellent communication, collaboration and leadership skills
Ability to work with and influence critical stakeholders
Ability to build supplier relationships, creating cost-efficient contracts
Ability to work under pressure and tight deadlines
Company Core Values:
Aspirations:
To be the best that you can be, motivated to do things better, works smarter, not harder, embraces changes, learn from mistakes, takes an interest in the vision of the business
Integrity:
Open and honest, shows respect, admits mistakes, looks at ways to improve and share ideas
Innovation:
Creative and Dynamic, Adaptable to change, seeks ways of doing things better, gets involved with work that makes a difference, continuously learns new things for personal development
Commitment:
Relationships for the long-term
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