At a Glance
- Tasks: Lead global technology service operations and drive outstanding service performance.
- Company: Join a dynamic tech company with a focus on innovation and collaboration.
- Benefits: Enjoy flexible work, health rewards, share purchase options, and more.
- Other info: Be part of a supportive community with excellent career growth opportunities.
- Why this job: Make a significant impact in a high-visibility leadership role with executive influence.
- Qualifications: Proven experience in technology leadership and IT service management.
The predicted salary is between 45000 - 55000 £ per year.
Description
In this position, you’ll be based in the Edinburgh office for a minimum of three days a week, with the flexibility to work from home for some of your working week.
Find out more about our flexible work culture at computershare. com/flex.
We give you a world of potential
This is a rare opportunity to step into a highly visible leadership role where you'll help shape the future of Technology Service Operations across a global organisation.
You’ll have genuine influence over strategy, service performance, operational resilience, and investment decisions, while working closely with senior executives across the business.
The position offers exposure to executive stakeholders at the highest level, including the CIO, CTO, COO and CEO, giving you the opportunity to shape business-critical decisions during major incidents, service reviews and strategic planning.
A role you will love
As a key member of the Technology leadership team, the Head of Technology Service Excellence partners closely with the Global Head of Service Operations to shape and lead the organisation's global service agenda.
This is a high-impact leadership role with accountability for driving outstanding service performance, operational stability, continual improvement, and commercial effectiveness across a complex technology landscape.
You will play a pivotal role in the commercial and financial management of Service Operations, contributing to budget planning, forecasting, cost optimisation, supplier management, workforce planning, and investment prioritisation
Other key responsibilities
- Provide senior oversight of service performance, resilience, risk and customer impact across the technology estate.
- Lead cross-functional operational priorities and hold teams accountable for performance, risk management and delivery commitments.
- Take executive leadership during major incidents, driving recovery, stakeholder communications and decision-making.
- Contribute to effective Problem Management, root cause analysis and resilience improvements to reduce recurring issues and reporting to C-Suite.
- Own the monthly CTO Service Review and executive reporting, providing clear insight into service performance, risks, trends and improvement actions.
- Drive service management maturity through enhanced reporting, automation and data-driven decision-making.
- Support strategic transformation initiatives, including Observability, CMDB improvement, Shift Left, automation and operational readiness programmes.
- Foster a high-performing, service-led culture through leadership, coaching, succession planning and continuous improvement.
- Share responsibility for budget management, forecasting, cost optimisation, supplier performance and operational efficiency.
- Partner with executive stakeholders, including CTO, CIO, COO and business leaders, providing guidance on service performance, risk and investment priorities.
- Maintain oversight of governance, operational risk, audit commitments and control effectiveness across Service Operations.
What will you bring to the role?
As our Head of Technology Service Excellence, you'll be an experienced technology leader with a track record of driving operational excellence and service transformation in complex enterprise environments.
You'll bring strong expertise across IT Service Management, including Major Incident, Problem and Change Management, alongside experience delivering initiatives such as Observability, CMDB improvements, automation, and Shift Left programmes.
Combined with strong commercial acumen and stakeholder management skills, you'll be confident leading high-performing teams, influencing senior executives, and driving measurable improvements in service performance, resilience, and customer experience.
The role also requires exceptional stakeholder management and executive engagement skills.
You will regularly interface with senior business leaders and executive stakeholders, providing clear communication during major incidents, leading service reviews, and presenting service performance, risks, and improvement plans to audiences that may include the CIO, CTO, COO, Executive Committee, and CEO.
Some other key skills that you’ll have
- Substantial senior leadership experience in global Service Operations, technology operations or a comparable complex operational environment.
- Demonstrable experience leading or providing senior command during major and high-impact technology incidents.
- Broad practical knowledge of ITIL-aligned Service Management disciplines and how they combine to deliver stable, resilient services.
- Experience owning or materially contributing to a significant departmental budget, including planning, forecasting, variance management, cost control and investment prioritisation.
- Experience leading through functional leaders and delivering outcomes across organisational boundaries, including where direct authority is limited.
- Strong record of executive engagement, operational decision-making and communication in high-pressure or high-risk situations.
- Experience developing and executing strategy, transformation portfolios and measurable service-improvement plans.
- Strong commercial and supplier-management capability, with evidence of improving value, performance and accountability.
- Strong analytical capability, including translating service, risk and financial measures into clear executive insight and action.
- Experience with Service Now data and reporting, with working knowledge of Power BI and Excel.
- Excellent judgement, discretion, communication, facilitation and influencing skills.
- Ability to operate effectively as the principal delegate to the Global Head of Service Operations and lead the function when required.
If you're looking for a role that combines operational leadership, service transformation, commercial responsibility and executive influence, this is an opportunity to make a significant impact while developing your career within a global technology environment.
- Rewards designed for you
- Flexible work to help you find the best balance between work and lifestyle
- Health and wellbeing rewards that can be tailored to support you and your family
Invest in our business by setting aside salary to purchase shares in our company, and you’ll receive a company contribution as well.
Extra rewards ranging from recognition awards and team get togethers to helping you invest in your future
And more.
Ours is a welcoming and close-knit community, with experienced colleagues ready to help you grow.
Our careers hub will help you find out more about our rewards and life at Computershare, visit computershare. com/careershub
Head of Technology Service Excellence in Edinburgh employer: Computershare
Computershare is an exceptional employer, offering a flexible work culture that allows you to balance your professional and personal life while working in the vibrant city of Edinburgh. With a strong focus on employee growth, you will have access to tailored health and wellbeing rewards, opportunities for career advancement, and a supportive community of experienced colleagues dedicated to helping you succeed. Join us to be part of a global financial administration company that values innovation and collaboration, ensuring that your contributions make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Technology Service Excellence in Edinburgh
✨Join the IT Consultancy Buzz
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Create a personal project or case study relevant to the challenges Computershare might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
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Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Computershare!
✨Direct Apply to Computershare
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We think you need these skills to ace Head of Technology Service Excellence in Edinburgh
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Computershare.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Computershare. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Computershare
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
