At a Glance
- Tasks: Lead service governance and drive continuous improvement in essential infrastructure services.
- Company: Join a top UK company committed to safety, client focus, and a fun work environment.
- Benefits: Enjoy competitive pay, flexible working, health care, and generous leave policies.
- Other info: Be part of a diverse team that values inclusion and supports personal development.
- Why this job: Make a real impact on service quality and culture while growing your career.
- Qualifications: Experience in ITSM processes and strong communication skills are essential.
The predicted salary is between 60000 - 80000 € per year.
Whatever stage you’re at in your career, with us you’ll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.
Our Group Support roles are vital in making sure we can help over 11,000 people deliver essential infrastructure seamlessly across water, energy, transport and telecom.
In this role, you will be responsible for shaping, embedding and governing a consistent Service Management Framework that ensures services are delivered efficiently, reliably and in line with organisational expectations. You will lead our continual service improvement approach, driving measurable improvements in service quality, performance and operational excellence. Working closely with internal teams and external partners, you’ll champion best-practice processes, strong governance and a culture of accountability across the service landscape. You’ll also oversee key areas including change and release governance, ITSM platform strategy, configuration management and problem management maturity. This is an exciting opportunity to influence service culture at scale and deliver predictable, high-quality outcomes for the business.
- Demonstrated ability to establish and embed ITSM processes and governance across multi-supplier environments
- Proven track record of driving service maturity and continuous improvement using insight, data and structured methodologies
- Skilled in managing internal stakeholders and third-party partners to consistent standards and performance expectations
- Excellent communication skills, with the ability to translate service performance into business-relevant insight
- Strong delivery focus with experience leading large-scale governance or improvement programmes
- ITIL v3/v4 certification (Managing Professional or ITIL Expert preferred)
We offer a range of benefits designed to support your life in and out of work, some of which include:
- Matched or contributory pension scheme
- Online GP service, 24 hours a day, 365 days a year
- Employee assistance programme
- My Rewards portal, access to 1000s of retail discounts
- Life assurance
- Cycle to work, salary finance and give as you earn schemes
- Enhanced maternity, paternity leave and adoption leave
- Reward and recognition scheme
- Company car (or allowance) and fuel card with a range of EV and hybrid vehicles to choose from
- My Car Choice our salary sacrifice EV/ Hybrid car scheme
- Private health care and health care cash plan for you (and your family)
- Discretionary bonus scheme
- 25 days annual leave plus bank holidays
We’re one of the Top 100 UK companies actively supporting and recruiting army veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs. Our values help to shape our culture and how we work with one another. We’re responsible and go further for our people, clients, communities and the planet. We’re ambitious and embrace opportunity, to lead essential infrastructure services for life.
Whether you’re a trainee, apprentice or graduate, or progressing through your career, our people benefit from industry recognised programmes, training and development. Do apply as soon as possible to ensure your application is considered. Some roles require drug and alcohol testing as part of induction and onboarding.
Head of Service Governance & Improvement employer: M Group
As an employer, we pride ourselves on fostering a supportive and inclusive work culture that prioritises safety, client satisfaction, and employee growth. With a comprehensive benefits package including a matched pension scheme, private healthcare, and generous leave policies, we empower our team to thrive both professionally and personally. Our commitment to continuous improvement and development ensures that every employee has the opportunity to influence service excellence and contribute meaningfully to essential infrastructure services.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Service Governance & Improvement
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Show them you’re not just a fit for the role, but also for their team. We want to see your personality shine!
✨Tip Number 3
Practice your answers to common interview questions, but keep it natural. We love when candidates can share their experiences and insights in a genuine way.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you note can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar!
We think you need these skills to ace Head of Service Governance & Improvement
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight how your experience aligns with the role of Head of Service Governance & Improvement. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you've driven service maturity and continuous improvement in previous roles. We love seeing measurable outcomes, so include data where possible!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon and ensure your communication is easy to understand. This will reflect your excellent communication skills!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way to ensure it gets into the right hands and helps us get to know you better. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at M Group
✨Know Your ITSM Inside Out
Make sure you brush up on your ITIL v3/v4 knowledge, especially around service management frameworks. Be ready to discuss how you've successfully embedded these processes in previous roles, as this will show your understanding of the core responsibilities of the position.
✨Showcase Your Improvement Strategies
Prepare specific examples of how you've driven service maturity and continuous improvement in past roles. Use data and structured methodologies to back up your claims, as this will demonstrate your analytical skills and ability to deliver measurable results.
✨Communicate Like a Pro
Practice translating complex service performance metrics into business-relevant insights. This role requires excellent communication skills, so be ready to explain how your insights can influence decision-making and improve service delivery.
✨Engage with Stakeholders
Think about how you've managed relationships with internal teams and third-party partners in the past. Be prepared to discuss your approach to maintaining consistent standards and performance expectations, as this is crucial for the role.
