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Role: Head of Support Services
Location: Middlesbrough (Hybrid, 2-3 days in the office)
Salary: 75,000 to 95,000 per annum
Are you ready to lead a dynamic IT support team and ensure the smooth operation of technology services? Join a forward-thinking UK-based software company, a leader in construction-specific software solutions, and help drive their ongoing digital transformation.
About the Role:
As the Head of Support Services, you will be responsible for delivering reliable, resilient, and secure technology services across the business. You will lead the IT service desk, ensuring the availability and reliability of the systems, processes, and platforms that power day-to-day operations. Collaborating with teams from Customer Services, Solution Delivery, and Engineering, you'll anticipate and meet the evolving IT demands driven by digital transformation initiatives.
Key Responsibilities:
- Lead and develop the IT support services team through coaching, mentoring, and training.
- Manage service level agreements (SLAs) with internal and external stakeholders.
- Maintain and update the service catalogue and asset inventory for internal users and business units.
- Drive continuous service improvement, using metrics, KPIs, and customer feedback to assess performance.
- Oversee the change management process, ensuring changes are controlled to minimise disruption.
- Manage service incidents and problems, ensuring swift resolution and clear communication.
- Monitor and manage IT service capacity and performance to meet future demand.
- Ensure compliance with industry standards and regulations governing IT services.
- Promote a culture of continuous improvement within the IT service delivery function.
What You'll Need:
- Proven experience in IT service delivery, ideally within a technology or managed services environment.
- A strong track record of managing changes to IT services with minimal disruption.
- Leadership experience with excellent communication and interpersonal skills.
- Knowledge of ITIL or ISO20000-based service delivery functions.
- Experience in presenting at CIO/Board level.
Desirable Skills:
- Experience implementing ITIL v4 practices.
- Knowledge of the UK construction industry and its supply chain.
- Experience in IT budgeting, risk management, and vendor management.
If you're looking for an opportunity to lead a high-performing IT support team and drive service excellence, we'd love to hear from you!
