Head of Service & Automation (London)

Location – London with regular travel between sites

Work pattern – this is a full-time position however we are happy to discuss flexible working

This role will form part of a management escalation on-call rota

LCP is a leading independent consultancy that uses powerful analytics fused with human expertise to shape a more positive future. We provide market-leading capabilities across pensions and financial services, energy, health, and analytics. Our technology and analytics capabilities are fundamental to what we do, helping us power the possibilities that provide solutions for tomorrow. We strive to help our clients leverage the latest technology and analytics across a range of industries to stay at the forefront of data-driven and digital solutions.

In line with LCP’s ambitious plans to be an AI-enabled and data-driven organisation, we seek a Head of Service and Automation who can bring established experience devising and successfully implementing modern Support, Service Management and related automation strategies. Reporting to the CIO, you will have a background in building and developing high-performing teams who thrive in a dynamic and increasingly international environment. You will have a healthy obsession with data, always seeking to drive performance through metrics that evidence what needs to improve and where that’s been achieved. You will be hands-on and bring an energy and determination to deliver, with exceptional soft skills that enable you to effectively collaborate and influence with technical and non-technical stakeholders.

What will you be doing?

Your key responsibilities will include:

• Devise and implement a strategy to modernise LCP’s technology support function through the effective use of workflow automation, self-service, and other digital capabilities.
• Devise and implement a strategy to establish a Centre of Excellence for the use of Power Platform technologies throughout the firm and the development of related digital skills.
• Devise and implement data-driven metrics that demonstrate the business value of strategic goals and evidence successful delivery against them.
• Act as a technical authority within the Service Management field, supporting teams within and beyond the Digital Services department, to streamline and automate processes.
• Act as the owner for our ITIL processes and policies, including managing documentation, enhancement, reporting, and ensuring efficient operation. Focus primarily on Change, Incident, and Problem management.
• Align with, champion, and enable Digital Services’ strategic objectives in collaboration with your management team peers and the wider Digital Services department.
• Drive the reduction or elimination of manual or repetitive support service activities, by identifying and automating end-to-end customer journeys and related workflows.
• Drive the delivery and continuous improvement of digital support capabilities, by proactively seeking and acting upon stakeholder feedback.
• Develop and effectively operate an increasingly international function, that must successfully support the firm's expansion into new locations and time zones.
• Coach and develop staff members to fulfil their potential, within the context of their individual contribution to wider strategic objectives.
• Ensure the team has a situational awareness of what each other is working on, such that working practices are iterated to achieve effective delivery.
• Drive the team and set the pace, ensuring they are working towards service level commitments, while managing dependencies and priorities.
• Manage third-party vendors and hold them accountable for the services they provide.
• Build morale and motivation to bring out the best in your people, enabling them to do the best work of their lives, while building and retaining critical skills and potential.
• Establish and cultivate stakeholder relationships, developing trust and transparency that balances individual needs within those of the wider firm.
• Able to capitalise on these relationships in addition to inter-personal skills, to effectively navigate escalations from a range of stakeholders and levels of seniority.
• Define and report against key metrics that demonstrate service effectiveness.
• Participate in an on-call rota that provides a management escalation point for front-line technical teams 24/7 across 365 days of the year for critical and high-priority incidents.

What skills, experience and qualities are we looking for?

• Strong, demonstrable track record successfully devising and implementing technology support, Service Management, and automation strategies.
• Strong, demonstrable track record successfully building and developing sustainable high-performance teams within support, Service Management, and automation disciplines.
• Expert knowledge and experience defining and implementing data-driven metrics and reporting to successfully evidence strategy execution and team performance.
• Experience of successfully operating in a variety of medium to large scale, demanding and dynamic commercial environments.
• Experience leading functions that support a growing international presence that spans multiple time zones and jurisdictions.
• Experience leading multi-location teams and projects, demonstrating effective remote and in-person management skills (the role will be based in our London office but requires travel to other offices to encourage face-to-face management and engagement).
• Ability to analyse current processes, identify and implement enhancements and lead and develop a team to deliver service improvements.
• Expert knowledge and experience of ITIL and related Service Management practices and how to successfully implement them.
• Ability to balance conflicting and changing demands through prioritisation and pragmatism.
• Strong planning and organisational skills, including the ability to manage several work streams simultaneously, while balancing business priorities and quality.

What’s in it for you?

Take a look at our Glassdoor and Career stories pages to see why our people love being here! As well as joining a multi-award winning, fun, collaborative, people-first organisation where your personal and professional skills will be developed to make you the best you can be, we offer an attractive benefits package designed to promote your overall wellbeing so that you are able to perform to your full potential both in and out of work. Currently our core benefits package includes:

For you:

• Hybrid working (varies by role and department).
• Professional study support (where applicable).
• Access to our internal Wellbeing, LGBTQ+, Multicultural and Women’s networks.

For your family:

• Life assurance, income protection, enhanced maternity/paternity/adoption and shared parental leave.

For your health:

• 26 days annual leave (pro-rata for part-time working) plus bank holidays (most of which can be taken flexibly!) with options to buy & sell holiday.
• Private medical insurance.
• Discounted gym memberships, critical illness and dental insurance through our flexible benefits.
• Cycle to work scheme.
• Digital GP services.

For your wealth:

• Discretionary bonus scheme.
• Season ticket loans.

For others:

• Volunteering opportunities.

For the environment:

• Electric vehicle salary sacrifice scheme (qualifying period applies).

And much more!

We continuously strive to build an inclusive workplace where all forms of diversity are valued, including age, background, disability, gender, gender identity, gender expression, race, religion or sexual orientation.

LCP is committed to making our opportunities accessible to all and would welcome you getting in touch to let us know if an adjustment can be made to help with your application. This may be extra time for assessments, pre-interview site visits, interview structure or questions, or asking us about building accessibility. Whatever it may be, please get in touch with us via our dedicated email address – accessibilityaware@lcp.uk.com to discuss how we can support you with your application.

LCP currently holds a sponsorship license for skilled worker visas, allowing us to assist with applications aligning with the UK Government's criteria for skilled worker sponsorship. If you anticipate needing sponsorship for a skilled worker visa, we recommend reviewing the sponsorship criteria for your desired role before applying to LCP.

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