Head of Service Delivery - IT

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Head of Service Delivery - IT

Spring Technology are working in partnership with a leading global solutions provider to join their team in their state of the art offices in London. You will play a pivotal role in the direction of information systems and technologies for both internal and external clients.

The Role/Responsibilities

*Direct the utilisation of information system resources and plan, design, and implement organisation wide information metrics, processes, systems and technologies for large and/or multiple areas of the organisation.

*Manage incidents, problems, requests and changes according to SLAs/SLOs.

*Develop and drive Service improvements based on RCAs, trends and client inputs.

*Monitor and manage service delivery performance of Subcontractor/third parties

*Manage incidents as key success factor. Ensure adequate communication with client and Executive Leadership in any major incident.

*Translating customer requirements into working instructions and workflows for Delivery in ServiceNow.

*Building and maintaining customer relationships through the assigned IT Business Relationship Managers at each location

*Mitigating and solving escalations with urgency and determination

*Produce SLA Performance Reporting/Metrics (i.e. change Management Statistics, Monthly Dashboard creation and presentation, etc.)

*Assign and coordinate the work of Information Technology staff, contractors and vendors. Collaborate with Senior Executives in establishing organisational goals for information systems support and technologies.

*Direct the development of the Information Technologies operating budget and maintain necessary controls to assure compliance with budgeted expenses, resources, and staff projections.

*Develop staff and monitor programs to support production services including staffing, standards, productivity analysis, cost factors, benefits realization, and operations processing.

*Ensure the provision of cost-efficient information services and support. Anticipate developments in fields of information technology. Write recommendations for management review of enhancements to existing services and support through on-going review.

*Provide/manage continuous improvement of all services provided and identify alternatives/options to these services to raise the maturity of the Service Delivery program.

*Maintenance of staffing and skill levels throughout operational hours by managing shifts, staffing schedules, on-call rotations, etc.

*Implementation and management of policies and procedures for incident, change and problem management, ensuring high availability, security and integration of systems.

*Implement and hold team accountable to Industry Best-Practice KPIs including response and resolution time.

*Provide service delivery performance metrics and reports to leadership.

*Ensure that training and onboarding procedures are in place and that staff are progressing through required trainings.

*Ability to run large incidents through to resolution and plan for longer-term remediation that will prevent those issues from happening again.

*Implementation and management of asset management capabilities for our technology hardware, software and resources.

*Ownership of ITSM Ticketing System.

*Ability to direct the team in the troubleshooting of client device, network, system, application, and identity issues.

This role comes with a highly competitive salary and benefits package.

If you are interested in joining a global leader in technology solutions please apply now for immediate consideration.