Head of IT Service Management

Head of IT Service Management

Location: Central Bristol, Hybrid

Salary: Up to £83,000 +20% pension

Are you a visionary leader with a passion for IT service management? We are looking for an innovative and strategic Head of IT Services Management to revolutionise our IT Service Management portfolio, including the Service Desk, End-User Support, IT Assets & Logistics and Service Transition functions which requires leadership for circa 100 members of staff.

The role will manage the workloads, workflows and rhythms of the post, balancing the peaks and troughs and providing additional support to the overall IT Team, under the direction of the IT Operations Director so as to deliver the most effective service across the range of services IT provides.

This is your chance to lead a talented team and make a significant impact on our digital transformation journey.

Head of IT Service Management Key Responsibilities

• Shape the Future: Define and develop a cutting-edge IT Service Management Strategy.
• Drive Excellence: Ensure top-notch standards and quality in all deliverables.
• Optimise Budgets: Efficiently manage the IT Service Management Operational Budget.
• Inspire Your Team: Lead, motivate, and develop a high-performing team.
• Enhance Customer Experience: Create a vision for exceptional IT service provision.
• Manage Processes: Oversee Incident, Problem, Change Management, and more.
• Plan for the Future: Develop and own the Lifecycle plan for IT Services.
• Support Audits: Provide comprehensive support for internal and external audits.
• Ensure Compliance: Design and manage Service/Operational Level Agreements.
• Be Ready: Participate in an emergency on-call rota and occasional overtime for system maintenance.

Head of IT Service Management Essential Skills and Experience:

• ITIL Expert with extensive experience in an ITIL-focused support environment.
• Strategic mindset with the ability to define and sell vision and strategy.
• Proven track record in continuous service improvement.
• Customer-centric approach with a focus on enhancing user experience.
• Strong interpersonal and relationship-building abilities.
• Broad IT knowledge and experience with IT Service Management tools like Halo ITSM.
• Understanding of Service Level Agreements and their application.
• Commercial awareness and financial management expertise.
• Ability to drive change in a matrix-managed environment.

Why Join Us?

• Innovative Environment: Be part of a forward-thinking organisation.
• Career Growth: Opportunities for professional development and career advancement.
• Competitive Salary: Attractive salary range with additional benefits.
• Work-Life Balance: Flexible working hours and supportive work culture.

How to Apply Submit your application, including a CV and cover letter, detailing your suitability for the role.