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For Companies At a Glance
- Tasks: Lead global service management strategy and oversee IT service processes.
- Company: Join ghd, a top British brand in luxury hair styling tools, loved worldwide.
- Benefits: Enjoy hybrid work with 3 days in the office and 2 days remote.
- Why this job: Be part of a creative and collaborative team driving innovation in beauty tech.
- Qualifications: 10+ years in IT service management with ITIL certification required.
- Other info: Work in a vibrant Leeds office and engage with global teams.
The predicted salary is between 54000 - 84000 £ per year.
This job is brought to you by Jobs/Redefined, the UK\’s leading over-50s age inclusive jobs board.
WHO ARE WE?
Iconic British brand ghd is a global leader in high end professional hair styling tools and the UK\’s number one recommended styling brand. Loved by stylists and consumers, loved by press, and loved by the people that work for the brand!
Merging science and innovation, with luxury beauty and style; ghd combines cutting edge technologies and beautiful designs to create the most technically advanced hair tools in the world. ghd tools deliver \”safer for hair\” heat styling that have become an essential part of the daily lives of professional hair stylists and consumers globally.
LOCATION
This role will be based in our Leeds office, and we offer a hybrid working pattern of 3 days in the office and 2 days WFH.
ABOUT THIS ROLE
The role of Global Head of Service Management sits within our Leeds based IT team at ghd. As part of the ghd IT function, you\’ll play a vital role in supporting and working alongside our parent company, Wella, in meeting their IT needs and achieving their ambitious goals, to drive technological excellence within the global beauty and styling industry.
As the Global Head of Service Management, you will play a pivotal role in ensuring the success of IT service management at ghd and Wella. You will oversee and govern service management processes globally and maintain strategic oversight of third-party suppliers, which delivers our Service Integration and Management (SIAM) services. You will lead a small team of service management professionals and ensure services are delivered in line with business expectations and best practices.
JOB ROLE AND RESPONSIBILITIES
- Leadership and Strategy: Define and drive the global service management strategy, aligning with ghd and Wella\’s IT vision and goals.
- Service Integration (SIAM): Manage and oversee the relationship with our current SIAM service provider (Accenture), ensuring seamless service integration across multiple providers.
- ITIL Process Ownership: Govern ITIL-aligned service management processes, including but not limited to; Major Incident, Incident, Problem, Change, Request and Service Level Management.
- Supplier Management: Collaborate with our service providers and other key vendors to ensure high-quality service delivery and adherence to contractual obligations.
- Continuous Improvement: Identify and implement opportunities to improve service management processes and enhance customer satisfaction.
- Major Incident Management: Take ownership of major incidents to ensure rapid resolution and minimal business impact.
- Stakeholder Engagement: Build and maintain relationships with internal stakeholders, including business leaders, regional teams, and other IT departments.
- Reporting and Performance Metrics: Develop and maintain key service performance indicators, reporting regularly to senior leadership.
- Compliance and Governance: Ensure all service management activities adhere to Wella\’s policies, audit requirements, and regulatory standards.
REQUIREMENTS
- Experience: 10+ years in IT service management leadership roles, with experience managing third-party service providers.
- ITIL Certification: ITIL v4 Foundation certification is required; advanced certifications (e.g., ITIL v4 Managing Professional) are highly desirable.
- Technical Expertise: Strong knowledge of IT infrastructure, applications, and cloud environments (e.g., Azure), along with ServiceNow experience.
- Leadership Skills: Proven experience leading global teams and managing complex vendor relationships.
- Communication Skills: Excellent interpersonal, communication, and negotiation skills.
- Problem-Solving: Demonstrated ability to manage complex issues and drive resolutions under pressure.
- Organizational Skills: Ability to prioritize and manage multiple ongoing projects and priorities effectively.
VALUES
We at ghd are proudly committed to our Company Values and aim to attract and retain employees who live our Values.
- Collaborative – We work together to create the extraordinary.
- Creative – We foster creativity & excellence to create value for our brands and business.
- Courageous – We are agile, entrepreneurial & we own our future.
- Connected – We stay connected and ensure we are always consumer first.
- Committed – We are responsible for our impact on others & the planet.
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Global Head Of Service Management employer: good hair day
Contact Detail:
good hair day Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Global Head Of Service Management
✨Tip Number 1
Familiarize yourself with ghd's brand values and culture. Understanding what it means to be collaborative, creative, courageous, connected, and committed will help you align your approach during interviews and discussions.
✨Tip Number 2
Highlight your experience in managing third-party service providers, especially in a global context. Be prepared to discuss specific examples of how you've successfully integrated services and improved performance metrics.
✨Tip Number 3
Showcase your ITIL expertise, particularly any advanced certifications you hold. Be ready to explain how you've applied ITIL principles in previous roles to enhance service management processes.
✨Tip Number 4
Prepare to discuss your leadership style and how you engage with stakeholders. Think of examples where you've built strong relationships and led teams through complex challenges, as this will resonate well with the role's requirements.
We think you need these skills to ace Global Head Of Service Management
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Global Head of Service Management position. Understand the key responsibilities and requirements, especially the importance of ITIL processes and service management.
Tailor Your CV: Customize your CV to highlight relevant experience in IT service management leadership roles. Emphasize your ITIL certifications and any experience with third-party service providers, particularly in a global context.
Craft a Compelling Cover Letter: Write a cover letter that showcases your leadership skills and your ability to manage complex vendor relationships. Mention specific examples of how you've driven improvements in service management processes in previous roles.
Highlight Your Values: In your application, reflect on ghd's company values. Share examples of how you embody these values—collaborative, creative, courageous, connected, and committed—in your professional experiences.
How to prepare for a job interview at good hair day
✨Showcase Your Leadership Experience
As a candidate for the Global Head of Service Management, it's crucial to highlight your leadership experience. Prepare specific examples of how you've successfully led teams and managed complex vendor relationships in previous roles.
✨Demonstrate ITIL Knowledge
Since ITIL certification is a requirement, be ready to discuss your understanding of ITIL processes. Share how you've implemented these processes in past positions and the impact they had on service management.
✨Emphasize Communication Skills
Excellent communication skills are essential for this role. Practice articulating your thoughts clearly and concisely, and prepare to discuss how you've effectively engaged with stakeholders in previous roles.
✨Prepare for Problem-Solving Scenarios
Expect to face questions about managing complex issues under pressure. Think of specific instances where you successfully resolved major incidents and be ready to explain your approach and the outcomes.
