At a Glance
- Tasks: Lead global IT service operations and drive continuous improvement in service delivery.
- Company: Join a global tech and AI organisation undergoing exciting transformation.
- Benefits: Competitive salary, leadership opportunities, and a dynamic work environment.
- Other info: Collaborate with international teams and engage with senior stakeholders.
- Why this job: Make a real impact by enhancing critical services across multiple regions.
- Qualifications: 10+ years in IT Service Management with strong leadership experience.
The predicted salary is between 57704 - 70528 £ per year.
We are looking for an experienced Head of Service Operations / Director of Service Management to join a global technology and AI organisation undergoing significant business and technology transformation. This is an opportunity for an established Service Management leader to take ownership of complex, business-critical live services operating across multiple regions. The successful candidate will bring strong operational leadership, commercial awareness and the ability to engage confidently with senior stakeholders, whilst driving service excellence, operational consistency and continuous improvement. This is a hands-on leadership role focused on managing and improving existing live services rather than delivering a standalone transformation project.
Key Responsibilities
- Lead and oversee global IT service operations, ensuring the effective delivery of business-critical services across multiple regions and time zones.
- Take ownership of service performance, including major incident, problem and change management.
- Establish and maintain consistent ITSM processes, service governance, SLAs and operational reporting.
- Drive continuous improvement across service management functions, identifying opportunities to improve performance, efficiency and customer experience.
- Manage relationships with senior stakeholders, including VP and C-suite leadership.
- Oversee supplier performance, ensuring third-party providers meet agreed service levels and business expectations.
- Work closely with engineering, infrastructure, technology and offshore delivery teams to ensure operational alignment.
- Support the integration and standardisation of service operations across multiple business units and acquired organisations.
- Develop meaningful service performance metrics, dashboards and executive-level reporting.
- Provide leadership and direction during critical incidents, ensuring effective communication and timely resolution.
Essential Skills & Experience
- 10+ years' experience in IT Service Management, including at least 3 years in a senior leadership position such as Head of Service Management, Head of Service Operations or Service Delivery Director.
- Proven experience leading 24/7, multi-region or global service operations within a complex enterprise environment.
- Strong background in ITIL and ITSM best practices, including major incident, problem, change and service-level management.
- Demonstrable experience managing live operational services and driving measurable service improvements.
- Excellent stakeholder management skills, with the confidence and credibility to influence VP, Director and C-suite stakeholders.
- Experience managing distributed teams, third-party suppliers and complex service delivery environments.
- Strong operational governance, reporting and service performance management capabilities.
- Ability to operate effectively in a fast-paced, evolving organisation.
- Flexibility to collaborate with international teams across different time zones.
Head Of Service Operations in London employer: SR2 REC LTD
SR2 REC LTD is an exceptional employer, offering a dynamic work environment in the heart of London where innovation thrives. With a strong focus on employee growth and development, we provide opportunities for our team members to enhance their skills while working on cutting-edge authentication and identity projects. Our collaborative culture fosters teamwork and creativity, making it a rewarding place for professionals looking to make a meaningful impact in the tech industry.
StudySmarter Expert Advice🤫
We think this is how you could land Head Of Service Operations in London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what SR2 REC LTD values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges SR2 REC LTD might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at SR2 REC LTD!
✨Direct Apply to SR2 REC LTD
Let's not forget to apply directly through the SR2 REC LTD website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Head Of Service Operations in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at SR2 REC LTD.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at SR2 REC LTD. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at SR2 REC LTD
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
