Head of IT Service Management, Milton Keynes, hybrid, £610 p/d

Job Description

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

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, 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