Head of Service Delivery

req2561 Posted: 14/02/2025 – Application Deadline: 28/02/2025 Role Overview: The Group IT Head of Service Operations will oversee several key functions within the IT department, ensuring the delivery of high-quality service and support to end users. The post-holder will be responsible for aligning all teams towards meeting customer satisfaction targets and SLAs while adhering to ITIL policies and processes. They will drive strategic initiatives, foster innovation and ensure continuous improvement (CI) in service delivery. Your objectives and responsibilities will focus on… Establishing a global, round-the-clock service desk, incorporating service portal automation and a chatbot interface to enhance service efficiently Development and implementation of IT & IS service delivery strategies aligned with the goals Oversight of the procurement function of Global IT Services from third parties, optimising costs, and holding partners accountable for their contractual obligations Serving as the primary contact for G3 regarding IT compliance, leveraging Security Operations governance to ensure all compliance standards are met and maintained Identifying and mitigating risks related to IT service delivery and IT service support across the department Oversight of the Security Operations team, ensuring they are equipped to handle security incidents and threats around the clock Developing and managing the IT budget, ensuring expenditures remain within the allocated budget while seeking optimisation opportunities Ensuring the effective management of IT services, including Incident, Problem, Change, Asset, Knowledge, Service Desk, Security Operations and ITSM tooling Your previous experience is likely to include…. Leading and developing high-performing, global and multicultural teams to implement efficient processes and drive CI in IT service management Extensive experience and proven ability to manage complex projects and drive strategic initiatives Extensive experience in IT security operations and incident management, with a strong focus on safeguarding organisational assets and ensuring compliance with industry standards Managing services within a complex and global stakeholder environment Conducting risk assessments and responding swiftly to security incidents Leading cross-functional teams to mitigate threats, manage vulnerabilities and maintain a secure IT environment Successfully managing extensive IT operations and service delivery functions, consistently meeting or exceeding performance targets Acting as a technical recovery manager for major incidents To be successful in this role you will… Demonstrate Company Core Values at all times Demonstrate a proven ability to inspire, lead and develop high-performing, diverse and multicultural teams to achieve common goals Drive global change management processes and ensure widespread adaption, leading organisational transformation and aligning initiatives with long-term strategic objectives Have a sound understanding of project management methodologies Be analytical thinker and problem-solver Be able to forecast financial needs and develop, manage and optimise a large, complex budget Exhibit a continuous improvement, strategic and innovative mindset Possess excellent communication, interpersonal and influencing skills Efficiently manage workloads by prioritising and addressing requests or incidents based on their urgency and age, while consistently keeping end users informed and updated #J-18808-Ljbffr