At a Glance
- Tasks: Lead IT service teams and ensure exceptional customer support across cloud environments.
- Company: Rapidly growing tech organisation at the forefront of cloud infrastructure and AI.
- Benefits: Salary up to £110,000, 100% remote work, unlimited annual leave, and equity options.
- Other info: Join a collaborative team focused on continuous improvement and operational excellence.
- Why this job: Shape service strategy and make a significant impact in a fast-paced tech environment.
- Qualifications: Strong leadership skills and experience in IT service management within customer-facing roles.
An exciting opportunity has arisen for an experienced Head of Service to join a rapidly growing technology organisation operating at the forefront of cloud infrastructure and AI. Supporting a portfolio of enterprise customers, the organisation is continuing to scale its operations and invest heavily in service excellence, customer satisfaction and operational maturity. This role is 100% remote with occasional travel for team social events and project meetings.
As Head of Service, you will take ownership of the organisation's customer-facing service function, ensuring the successful delivery of operational support across a range of private cloud environments. You will be responsible for developing and leading service management processes, ensuring incidents, service requests, changes and partner engagements are managed effectively and in accordance with agreed service levels.
Leading a team, including the Service Desk/Manager and a global team of HPC Engineers who provide 24x7 support to customers across different time zones, you will foster a culture of continuous improvement, accountability and excellent customer service. You will work closely with senior stakeholders across engineering, infrastructure, product, software development, security and project delivery functions to ensure services are delivered consistently and efficiently.
You will oversee service desk operations, drive service performance improvements and ensure key operational metrics are monitored and reported effectively. The role will also involve being the primary point of contact for major incidents, coordinating technical teams and external partners during critical events, and ensuring customers receive clear and timely communication throughout.
As the organisation continues to grow, you will play a key role in shaping the future direction of the service function, supporting the development of new processes, operational standards and scalable service delivery models. You will also manage relationships with third-party support providers and vendors, ensuring contractual service obligations are achieved, and operational performance remains at a consistently high standard.
What you'll need to succeed:
- A strong background in leading IT service teams at a senior level within customer-facing environments and a proven track record of delivering exceptional service outcomes.
- Excellent leadership and people management skills, with the ability to mentor, develop and motivate highly technical teams operating across multiple locations and time zones (ideally having managed HPC team(s) building and supporting infrastructure clusters).
- Extensive experience working with ITSM frameworks and service management tools, alongside a solid understanding of incident, change and problem management processes.
- Strong stakeholder management skills and the ability to communicate effectively with customers, suppliers and senior business leaders.
- A technical background within infrastructure, systems administration, networking, data centres or cloud environments will be highly beneficial.
- Experience operating in fast-paced, high-growth technology organisations and managing major incidents would be particularly advantageous.
- Relevant ITIL qualifications or equivalent practical experience will also be highly desirable.
What you'll get in return:
Salary up to £110,000 (some flexibility in this for the right person), 100% remote working, unlimited annual leave, Tech Scheme, Equity Options, up to 5% pension contributions. With the organisation being a growing SME, they are currently reviewing their benefits package and are looking to include further benefits later this year.
In return, you will join an innovative and ambitious technology business where you can make a significant impact on service delivery and customer success. You will have the opportunity to shape service strategy, lead high-performing teams and contribute to the growth of a business operating within a rapidly evolving technology sector. This role offers excellent career development opportunities, exposure to cutting-edge technologies and the chance to work with a collaborative leadership team focused on continuous improvement and operational excellence.
What you need to do now:
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or contact us for a confidential discussion regarding your career.
Head of IT Service employer: Hays Technology
Join a dynamic technology team as an Application Engineer/Web Developer, where innovation meets collaboration in a fast-paced environment. Enjoy flexible working arrangements and an industry-leading benefits package, including a generous bonus and pension scheme, while contributing to the development of high-quality digital platforms. With ample opportunities for professional growth and a culture that promotes knowledge sharing and best practices, this role is perfect for those looking to make a meaningful impact in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Head of IT Service
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Hays Technology values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Hays Technology 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.
✨Leverage LinkedIn for Connections
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 Hays Technology!
✨Direct Apply to Hays Technology
Let's not forget to apply directly through the Hays Technology website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Head of IT Service
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 Hays Technology.
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 Hays Technology. 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 Hays Technology
✨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.
