Head of ITSM (IT Service Management)

The Head of ITSM role has accountability for the provision of the end‑to‑end IT Service including design, service architecture and service integration. Experienced in the ITIL framework, the role will ensure that Incident, Request, Problem, Change and Transition management services are in place and run effectively. Collaborating with Head of Infrastructure, Application Support, QA and IT Procurement peers and Senior Leadership in the Information Security, Digital Transformation and Data spaces in the creation and delivery of a service roadmap and strategy that drives improved colleague experience through increased use of digitisation and automation (includes the design and implementation of a responsive digital portal solution for colleague self‑service). They will govern the assurance and effective delivery of our IT Service Management processes and disciplines, ensuring that these meet LRQA's current and future business requirements. The role is also responsible for the Onsite IT Support of all major LRQA Global office locations, leveraging a team of Onsite IT Support Engineers and Onsite IT Support Manager.

Responsibilities

• ITSM Process and platform ownership - own and develop LRQA's Service Management processes and changing requirements.
• Providing business insight into our Service Management Processes ensuring they are fit for purpose and are aligned to meet business needs.
• Vendor management and assurance of the effectiveness of LRQA's SIAM delivery partners.
• Commercial oversight of LRQA's third-party service contracts and internal support structures - ensuring best value and ongoing cost reduction.
• Assuring Service Improvement activities are delivered across all processes and delivery teams.
• Mature our Service Processes to align with a Digital Product Management methodology (based on DevOps and citizen development).
• Platform Governance- assuring the ServiceNow ITIL platform including integration and associated roadmap/improvements are aligned to LRQA business requirements.
• Knowledge content - ensuring incremental business knowledge feeds into IS processes with assurance of our KBA scope ensuring relevancy and use to 'shift left/shift out'.
• Service transition - acting as the governance and engagement point for our project/change delivery function.
• Line management includes a Service Delivery Manager and our Global Service Delivery function providing on‑site colleague support for end‑user devices and support services.

If you are successful in securing a role with us, we will carry out pre‑employment checks in accordance with what is allowed under local law. These checks will include, (as permitted): right to work, identification, verification of employment history, education, and criminal records. We may involve the third‑party supplier to run the background checks as needed and your data will be retained for a period as needed for the purpose of employing you. Your data will be stored in accordance with all relevant privacy legislation.

Qualifications

• Has gained significant experience in a multi‑vendor operational services environment.
• Shows a systematic, analytical approach to problem solving.
• Deep understanding of major digital service technologies (ServiceNow) and IT cloud technologies (IaaS, PaaS, SaaS).
• A creative thinker, able to challenge, question and lead innovation.
• Demonstrates a good knowledge of data and functional analysis, tools and techniques.
• Track record of operational governance and delivery across global user geographies.
• Previous experience of managing complex, geographically diverse, integrated solutions.
• Good working knowledge and experience of Service Management methodologies ITIL or CMMI.
• ITIL qualified plus practitioner in appropriate functional discipline(s).
• Understanding of project management methodologies (Prince2, Agile, Scrum, Kanban).
• Structured Project Management methodology.
• Good communication skills, both written and verbal, ability to drive to deliver against agreed scope.
• Possesses a broad understanding of business and business skills and understands the significance of commercial constraints.
• Effective team player and able to be an ambassador for Group IT in stakeholder interactions both externally and internally.

Diversity and Inclusion

We are on a mission to be the place where we all want to work and we are passionate about embracing different perspectives because we understand the value this brings to our business, our clients and each other. We are all about creating a safer and more sustainable future and our inclusive culture is right at the heart of our business. Together our employees make our communities better and we want you to be part of our diverse team!

LRQA is a leading global assurance provider. The integrity and expertise we bring to our partnership with clients support their journey to a safer, more secure and more sustainable future.