At a Glance
- Tasks: Lead service governance and drive continuous improvement in essential infrastructure services.
- Company: Join a top UK company committed to diversity and making a difference.
- Benefits: Enjoy a competitive salary, pension scheme, private healthcare, and generous leave.
- Other info: Great career growth opportunities with industry-recognised training and development.
- Why this job: Shape service culture and deliver high-quality outcomes in a supportive environment.
- Qualifications: Proven leadership skills and experience in ITSM processes and governance.
The predicted salary is between 60000 - 80000 € per year.
About The Role
Right across infrastructure, there’s a requirement to not only maintain, but also renew and reimagine. 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.
Where will you be working?
As an organisation, there is little we don’t do and plenty to get involved in. 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.
Essential Skills & Experience
- 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
- Strong leadership capability, with experience influencing cultural change and embedding accountability across teams
- 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)
What’s in it for you?
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
In addition, this role offers:
- 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
- Recommend a friend get rewarded for introducing people to us!
About us
We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. 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 recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours.
- We’re responsible and go further for our people, clients, communities and the planet
- We’re open and seek new and better ways of exceeding expectations
- We’re together and as one team; the whole is greater than the sum of the parts
- 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. It’s an exceptional time to be a part of M Group.
Please note: Occasionally, job adverts might be closed before the stated closing date. Do apply as soon as possible to ensure your application is considered. For certain roles, successful candidates will be subject to 3rd party background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding.
Head of Service Governance & Improvement in Watford employer: M Group
At M Group, we pride ourselves on being an employer of choice, offering a vibrant work culture that prioritises safety, client satisfaction, and employee well-being. With a strong commitment to professional growth, our employees benefit from industry-recognised training programmes and a range of generous benefits, including a matched pension scheme, private healthcare, and a discretionary bonus scheme. Join us in delivering essential infrastructure services while being part of a diverse team that values accountability, innovation, and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Service Governance & Improvement in Watford
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with yours. This will help you show that you're not just a fit for the role, but for the team too!
✨Tip Number 3
Practice your responses to common interview questions, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your achievements effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can leave a lasting impression and shows 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 in Watford
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight how your skills and experiences align with the role of Head of Service Governance & Improvement. We want to see how you can bring value to our team!
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 that demonstrate your impact!
Be Authentic:Let your personality shine through in your application. We’re looking for someone who fits our culture, so don’t be afraid to show us who you are and what makes you passionate about this role.
Apply Through Our Website:For the best chance of success, make sure to submit your application through our website. It’s the easiest way for us to keep track of your application and get back to you quickly!
How to prepare for a job interview at M Group
✨Know Your ITSM Inside Out
Make sure you’re well-versed in IT Service Management (ITSM) processes and governance. Brush up on your ITIL v3/v4 knowledge, especially if you have the Managing Professional or Expert certification. Be ready to discuss how you've established and embedded these processes in multi-supplier environments.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership capabilities, particularly in influencing cultural change and embedding accountability. Think of specific instances where you’ve led large-scale governance or improvement programmes and how you managed internal stakeholders and third-party partners.
✨Data-Driven Insights Matter
Be prepared to talk about how you’ve used data and structured methodologies to drive service maturity and continuous improvement. Bring along metrics or case studies that demonstrate measurable improvements in service quality and performance.
✨Communicate Effectively
Practice translating complex service performance data into business-relevant insights. You’ll want to show that you can communicate effectively with both technical teams and non-technical stakeholders, so think of ways to simplify your past experiences for a broader audience.
