Head of Service Management

We are seeking an experienced Head of Service Management to lead the IT Service Management (ITSM) team. You will implement a Global ITIL-aligned and governed process framework, to ensure IT services are delivered following a structured and well governed operating model. A true specialist with past experience of rolling out ITSM frameworks for financial services organisations with particular focus on Service Request, Change, Incident and problem management. The Head of Service Management role will work alongside the Heads of all IT functions to ensure the delivery of efficient and high-quality IT services across the Group. You will be responsible for designing, implementing, operating and maintaining ITSM processes and driving related continuous improvement initiatives. As a leader of the ITSM team you will play a key role in aligning IT services with business objectives and ensuring the highest levels of service quality, reliability and customer satisfaction.

• Continuous improvement - Establish a practice designed to deliver ongoing incremental improvements to processes, service, products, with the aim of increasing overall performance and user experience.
• Service catalogue mgmt. - Creation and maintenance of all the services offered by IT to the organisation including service level expectations and relevant costs. A key tool in the assignment, communication, and monitoring of IT service.
• Service configuration mgmt. - Manage configuration items, including baselines, versions, constituent components, their attributes, and relationships to efficiently and effectively support other processes by providing accurate configuration information.
• Service continuity mgmt. - The preparation of business continuity plans to ensure the service can react to incidents/disruptions, increasing the resilience & continuity of critical services.
• Service level mgmt. - Establish practices and procedures that enable the services to bring value to the organisation. Align IT enabled services and service levels with business needs and expectations, including identification, specification, design, publishing, agreement, and monitoring of IT services, service levels, and performance indicators.