Head of IT Service Management - £610 pd, hybrid Milton Keynes/SC
Summary: The Head of IT Service Management role involves leading a team of IT Service Management experts to ensure successful service delivery for a government client. This position requires extensive experience in complex service delivery environments and a strong background in service management tooling, particularly ServiceNow. The role is hybrid, requiring three days onsite, and is initially for a six-month period. Candidates must be eligible for SC clearance due to the sensitive nature of the work.
Key Responsibilities:
- Lead and motivate a team of IT Service Management experts to develop positive relationships and ensure successful service delivery.
- Accountable for the execution of Continual Service Improvement within the Service Management function and service delivery.
- Responsible for the performance of direct reports, ensuring adherence to policies and processes.
- Recruit, coach, develop, and performance manage a team of Service Management resources.
- Set the vision and strategy for service management, ensuring processes evolve to meet organizational strategy.
- Standardize practices and services while adapting to the needs of different services and customers.
- Incorporate service management considerations into new bids/proposals and change requests.
Key Skills:
- Extensive experience in large complex service delivery environments with significant management experience.
- Experience leading a team of Senior Service Delivery Managers.
- Hands-on experience with service management tooling, such as ServiceNow.
- Extensive knowledge of formulating SLAs/OLAs.
- Experience delivering services to defined standards (ISO9001, ISO20000:1).
- ITIL4 Managing Professional or ITIL V3 Expert with ITIL 4 Foundation.
- Experience in commercial and financial management practices in highly-regulated sectors.
- Experience driving organizational change management programs from inception to results.
- Desirable: ITIL 4 Strategic Leader and/or Master, experience in various Project Programme Management methodologies, and qualifications in Lean Thinking (e.g., Six Sigma).
Salary (Rate): £610 per day
City: Milton Keynes
Country: UK
Working Arrangements: hybrid
IR35 Status: inside IR35
Seniority Level: Senior
Industry: IT
Head of IT Service Management (Servicenow/ITIL 4)
Hybrid-3 days onsite for 6 months initially based within commuting distance of Milton Keynes, Northampton, Luton, East Midlands to work for our government client.
Rate £610 p/d Inside IR35 UMBRELLA
Must be eligible for SC clearance as working in a live secure government client
This role reports directly to Head of Live Services Technology Operations
Lead and motivate a team of IT Service Management experts to develop positive relationships and ensure successful service delivery
Accountable for the execution of Continual Service
Improvement, both within the Service Management function and in the delivery of services
Responsible for the performance of direct reports, ensuring all policies and processes are followed
Recruit, direct, coach, develop and performance manage a team of Service Management resources to drive high performance
Set the vision and strategy for service management, ensuring processes are owned and evolve to meet the organisational strategy
Ensure practices and services are standardised, but adaptable to the needs of different services and customers where appropriate and provide value for money to the customer
Ensure service management considerations are built into new bids/proposals and CR's
Government Digital and Data Profession Capability Framework skills:
Asset Configuration Management
Business Analysis (IT Operations)
Continual Service Improvement
IT Service Reporting
Ownership Initiative
Service Management Framework Knowledge
Essential:
Extensive experience of working within large complex service delivery environments, with significant management experience
Experience of leading a team of Senior Service Delivery Managers
Hands-on experience of service management tooling, such as ServiceNow
Extensive knowledge of formulating SLAs/OLAs
Extensive experience of delivering services to defined standards (at a minimum, ISO9001 ISO20000:1)
ITIL4 Managing Professional, or ITIL V3 Expert with ITIL 4 Foundation
Hands-on experience of commercial and financial management practices within highly-regulated sectors, such as (but not exclusive to) the Public Sector
Experience of driving organisational change management programmes from inception to results
Desirable:
ITIL 4 Strategic Leader and/or Master
Experience of working within a variety of Project Programme Management methodologies
Experience of working for clients overseas/knowledge of operations overseas
Qualifications in Lean Thinking', such as Six Sigma
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