We’re Hiring: Head of Infrastructure and Service Management

About the Role

Permanent position, UK based, Hybrid working.

The Role:

At James Fisher, we see IT as central to unlocking the speed, agility, efficiency and differentiation needed for our organisation to compete and win in its core markets. To fully realise this ambition, we are modernising our foundations, unifying and digitising processes, and applying emerging technologies to transform how the business operates and performs. James Fisher is part-way through a major IT Transformation programme that will deliver a federated IT operating model, a target enterprise architecture, an integrated IT investment process and a group-wide project governance framework.

The Head of Infrastructure and Service Management will join at the point where design and early implementation are complete, and will take ownership of completing the implementation, building out the team, and transitioning the function into steady-state operation. This is a senior leadership role within the IT Function, accountable for the reliable, secure and efficient delivery of infrastructure platforms and IT service management across the Group.

The role encompasses all core infrastructure domains (including cloud, networks, hosting, end-user computing, mobile and field technology, backup and recovery, monitoring and observability, and resilience) and end-to-end service management disciplines (including service desk, incident, problem, change and asset management), ensuring effective business-as-usual (BAU) operations alongside the successful execution of related projects and programmes.

Reporting to the Chief Information Officer (CIO) and a member of the IT Senior Leadership Team, this role will define and deliver robust, scalable and “silent running” IT services, while driving transformation and continuous improvement. It requires strong technical credibility and leadership to build organisational capability, embed best practices, and lead high-performing teams and suppliers to deliver resilient, efficient and customer-focused IT services aligned to business priorities and growth ambitions.

The scope of this role is global and group-wide, encompassing 3 Divisions (Maritime Transport, Energy, Defence) plus Group Functions, 77 sites across UK, Europe, North America, Latin America, Africa, Middle East, Asia and Australia and circa 2,000 employees.

Key Duties and Responsibilities:

• Implementation and Team Build
• Lead infrastructure and service transformation: Take ownership of completing the infrastructure and service management transformation, delivering the target operating model, strengthening governance and processes, and implementing enabling tools to improve service quality, resilience and efficiency.
• Build and mature the capability: Establish and develop a high-performing Infrastructure and Service Management function, leveraging internal talent and external hires, and defining effective ways of working across infrastructure operations, service management, platform engineering and supplier management.
• Embed best practice and drive improvement: Embed robust ITIL-aligned service management, operational governance and continuous improvement practices across the Group, working with Divisional IT leaders and business stakeholders to ensure consistent adoption, enhanced service performance and measurable business value.