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- Tasks: Lead a transformation programme to enhance service delivery across IT, HR, and Estates.
- Company: Dynamic organisation focused on innovative service management solutions.
- Benefits: Competitive market rates, hybrid working, and a chance to make a real impact.
- Other info: Opportunity to work closely with senior stakeholders and influence strategic decisions.
- Why this job: Shape the future of service delivery and drive meaningful change in a collaborative environment.
- Qualifications: Proven experience in service management transformation and strong ITIL knowledge.
The predicted salary is between 60000 - 80000 ÂŁ per year.
We are seeking an experienced Interim Head of Service Delivery Transformation to lead a focused improvement programme across our Service Desk and wider service management function. This is not a BAU service desk management role. This role is specifically to design and deliver a structured transformation programme, improving how services are defined, measured, and delivered across IT, HR, and Estates. The role will work alongside Director level to deliver a CIO-led improvement plan.
Key Responsibilities
- Lead the transformation of Service Desk and service management practices aligned to ITIL principles
- Define and implement consistent models for:
- Incident vs Request
- Priority frameworks
- Lifecycle management (including “Completed” vs “Closed”)
- Backlog and demand visibility
- SLA performance
- Trend and ageing analysis
Essential Experience
- Proven track record delivering service management transformation, not just running BAU service desks
- Strong ITIL experience (v3/v4) with practical implementation
- Experience improving Service Desk tooling, processes, and reporting at scale
- Demonstrable experience leading service improvement programmes end-to-end
- Experience running or supporting procurement/tender processes, including business case development
- Ability to operate at senior stakeholder level (Director/CIO)
Key Skills
- Strong analytical and problem-solving capability
- Ability to turn fragmented environments into structured, measurable services
- Clear, pragmatic communication style
- Delivery-focused with the ability to drive change in operational environments
This role will be responsible for addressing these issues and establishing a consistent, scalable service management approach. This is a time-limited transformation role to put the right foundations in place. The outcome will be a Service Desk and service management function that is:
- Consistent
- Measurable
- Efficient
- Fit for future growth
Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.
Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation. We take our obligations to protect your personal data very seriously. Any information provided to us will be processed as detailed in our Privacy Notice, a copy of which can be found on our website.
Locations
Interim Head of Service Delivery Transformation in Kent, Maidstone employer: Proactive Appointments
Contact Detail:
Proactive Appointments Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Interim Head of Service Delivery Transformation in Kent, Maidstone
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for an Interim Head of Service Delivery Transformation role. You never know who might have the inside scoop on opportunities that aren't advertised yet.
✨Tip Number 2
Prepare for those interviews by brushing up on your ITIL principles and transformation strategies. Be ready to discuss how you've turned fragmented environments into structured, measurable services. We want to see you shine!
✨Tip Number 3
Showcase your analytical skills! Bring examples of how you've improved service desk tooling and processes at scale. This will demonstrate your ability to drive change and deliver results, which is exactly what they're looking for.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we love seeing candidates who take the initiative to connect with us directly.
We think you need these skills to ace Interim Head of Service Delivery Transformation in Kent, Maidstone
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in service management transformation. We want to see how your skills align with the specific responsibilities mentioned in the job description.
Showcase Your ITIL Expertise: Since strong ITIL experience is essential, don’t forget to emphasise your practical implementation of ITIL principles. Share examples of how you've improved service delivery using these frameworks in your previous roles.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use a clear communication style that reflects your ability to convey complex ideas simply, just like you would when reporting to senior stakeholders.
Apply Through Our Website: We encourage you to submit your application through our website. This way, we can ensure your application is processed efficiently and you’re considered for this exciting opportunity!
How to prepare for a job interview at Proactive Appointments
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL principles, especially v3 and v4. Be ready to discuss how you've implemented these in past roles, particularly in service management transformation. This will show that you’re not just familiar with the theory but can apply it practically.
✨Prepare for Scenario-Based Questions
Expect questions that ask you to solve specific problems related to service delivery. Think of examples from your previous experience where you turned fragmented environments into structured services. Use the STAR method (Situation, Task, Action, Result) to frame your answers.
✨Showcase Your Analytical Skills
Since the role requires strong analytical capabilities, be prepared to discuss how you've used data to drive decisions in service management. Bring examples of how you've improved reporting and visibility in past roles, as this will resonate well with the interviewers.
✨Communicate Clearly and Pragmatically
Your communication style is crucial, especially when dealing with senior stakeholders. Practice articulating your thoughts clearly and concisely. Prepare to explain complex concepts in a straightforward manner, demonstrating your ability to engage effectively with directors and CIOs.