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- Tasks: Lead a high-performing IT service management team and ensure effective service delivery.
- Company: Join Royal London, the UK's largest mutual life, pensions, and investment company.
- Benefits: Enjoy 28 days annual leave, up to 14% pension matching, and private medical insurance.
- Why this job: Shape IT strategy, drive operational excellence, and work in an inclusive, empowering culture.
- Qualifications: Strong leadership, ITIL experience, and a broad knowledge of financial services required.
- Other info: Hybrid working model with a focus on continuous improvement and innovation.
The predicted salary is between 43200 - 72000 £ per year.
As Head of IT Service Management, you will lead a diverse and high-performing team of approximately 30 professionals across key service functions and ITIL processes including Service Managers, Service Reporting & Analytics, Service Level and Availability Management, Configuration Management, Service Integration, Change Enablement, Release Management, Incident Management and Problem Management. You will be responsible for shaping and executing the IT service strategy, ensuring the delivery of consistent, customer-focused, and efficient IT services across the organisation. This role is pivotal in driving operational excellence, embedding service management into platform teams, and enhancing service performance through data-driven insights and automation.
You will work closely with senior stakeholders to align service delivery with business goals, support major incident response and post-incident reviews, and champion continuous improvement initiatives. Your remit includes oversight of service dashboards, performance metrics, and the integration of managed service partners and other third parties into IT and service reporting, with a strong emphasis on governance, transformation, and strategic planning. The role holder will also own and be accountable for the Operational Resilience IT Pillar, including determining the technology resilience metrics and reporting of this data. You will also play a key role in developing future service capabilities, including the adoption and maturing of ITIL practices, modernisation of services processes and ways of working and the evolution of service reporting and tooling. This is a leadership role that demands strategic vision, strong relationship-building skills, and the ability to influence at all levels.
About the role
- Ensure IT services are delivered effectively and meet agreed service levels
- Oversee resolution of incidents and root cause analysis to prevent recurrence
- Manage changes to IT systems with minimal disruption to business operations
- Continuously assess and improve IT service processes and performance
- Track KPIs and metrics to evaluate service quality and team performance
- Coordinate with third-party providers to ensure service standards are met
- Manage service-related budgets and optimise resource allocation
- Work closely with business units, project teams, and technical staff to align IT services with business needs
- Support the smooth introduction of new IT services, ensuring alignment with Service Standards
- Ensure compliance with internal policies and external regulations
- Maintain accurate records of service processes, incidents, and changes.
About you
- Excellent communicator who can create partnership relationships with all business functions
- A broad knowledge of the financial services industry, how our business operates and the legislative / regulatory framework
- Commercially astute with the ability to understand and be innovative in the approach to managing budgets and risk framework
- Senior IT management skills, with ITIL and ServiceNow experience
- Strong leadership skills, ability to manage multiple teams, and inspire and energise people.
About Royal London
We’re the UK’s largest mutual life, pensions and investment company, offering protection, long-term savings and asset management products and services. Our People Promise to our colleagues is that we will all work somewhere inclusive, responsible, enjoyable and fulfilling. This is underpinned by our Spirit of Royal London values; Empowered, Trustworthy, Collaborate, Achieve. We’ve always been proud to reward employees by offering great workplace benefits such as 28 days annual leave in addition to bank holidays, an up to 14% employer matching pension scheme and private medical insurance.
You can see all our benefits here - Our Benefits Inclusion, diversity and belonging We’re an Inclusive employer. We celebrate and value different backgrounds and cultures across Royal London. Our diverse people and perspectives give us a range of skills which are recognised and respected – whatever their background.
Head of Infrastructure Technology employer: Royal London
Contact Detail:
Royal London Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Infrastructure Technology
✨Tip Number 1
Familiarise yourself with ITIL processes and frameworks, as this role heavily relies on them. Understanding how to implement and optimise these practices will give you a significant edge during discussions with the hiring team.
✨Tip Number 2
Network with professionals in the financial services sector, particularly those who have experience in IT service management. Engaging with industry peers can provide insights into the specific challenges and expectations of the role.
✨Tip Number 3
Prepare to discuss your leadership style and how you've successfully managed diverse teams in the past. Highlighting your ability to inspire and energise others will resonate well with the company's values.
✨Tip Number 4
Research Royal London’s current IT initiatives and service strategies. Being knowledgeable about their operations and demonstrating how your vision aligns with their goals will show your genuine interest in the position.
We think you need these skills to ace Head of Infrastructure Technology
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT service management, particularly with ITIL processes and team leadership. Use specific examples that demonstrate your ability to manage diverse teams and drive operational excellence.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the role and the company. Discuss how your strategic vision aligns with Royal London's goals and how you can contribute to enhancing service performance through data-driven insights.
Highlight Leadership Skills: Emphasise your leadership skills and experience managing multiple teams. Provide examples of how you've inspired and energised teams in previous roles, showcasing your ability to build strong relationships across business functions.
Showcase Industry Knowledge: Demonstrate your understanding of the financial services industry and the regulatory framework. Mention any relevant certifications or experiences that highlight your commercial acumen and innovative approach to managing budgets and risks.
How to prepare for a job interview at Royal London
✨Understand ITIL and Service Management
Make sure you have a solid grasp of ITIL principles and service management processes. Be prepared to discuss how you've implemented these in previous roles, as this will demonstrate your expertise and alignment with the company's needs.
✨Showcase Leadership Skills
As a leadership role, it's crucial to highlight your experience in managing diverse teams. Prepare examples of how you've inspired and energised your team, and how you've navigated challenges in a multi-team environment.
✨Align with Business Goals
Research Royal London Group's business objectives and think about how IT services can support these goals. Be ready to discuss strategies you've used to align IT service delivery with business needs in your past roles.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage incidents. Think through past experiences where you've successfully resolved issues and improved service delivery, and be ready to share those stories.
