At a Glance
- Tasks: Lead IT service delivery and transform customer experience across the organisation.
- Company: Join a leading insurance firm focused on innovation and user satisfaction.
- Benefits: Competitive salary, leadership opportunities, and a chance to shape IT services.
- Other info: Collaborate with diverse teams and drive cultural change in a regulated industry.
- Why this job: Make a real impact by enhancing user productivity and satisfaction in a dynamic environment.
- Qualifications: Proven leadership in IT service management and a passion for customer experience.
The predicted salary is between 80000 - 100000 £ per year.
We are seeking a senior technology leader to serve as the Head of IT Service to transform and manage IT operational service delivery across Thomas Miller. Reporting directly to the Chief Information Officer, this role is the primary champion for end-user experience. The successful candidate will provide strategic leadership across IT Service Operations, Service Desk and Application Support. You will move beyond traditional BAU operations to build a KPI-driven, customer-first service model that evolves alongside business needs. As a key part of the IT leadership team, you will build deep partnerships with senior stakeholders, ensuring IT is viewed as a value-add partner rather than a cost centre.
Key Responsibilities
- Customer Experience Transformation: Define and deliver a customer-first service strategy, shifting the focus from technical uptime to user productivity and satisfaction.
- Strategic Leadership: Lead and mentor the Service Desk, Service Management and Application Support teams (15 people) to deliver high-quality 1st and 2nd line services.
- Service Excellence & Governance: Drive a KPI-based operating model that measures operational effectiveness, service value, and user sentiment, providing transparent monthly reporting to the business.
- Service Improvement Roadmap: Identify and prioritize initiatives that improve service stability and user experience, maintaining a published strategic roadmap for continuous improvement.
- Championing IT Service Across the Business: Work with our marketing team on regular communications and intranet posts promoting service improvements.
- Modern Support Paradigms: Identify and lead shift-left initiatives, service automation and better use of ServiceNow, to empower users through robust self-service capabilities, reducing friction and improving resolution speeds.
- Incident & Problem Leadership: Lead the Major Incident Management process with a focus on rapid restoration and proactive communication, followed by rigorous root-cause analysis via Problem Management.
- Cross-Functional Partnership: Collaborate with IT Change, Infrastructure Operations, Engineering, and Architecture to ensure Service by Design, ensuring that new services are supportable and user-centric before they go live.
- Stakeholder & Vendor Management: Manage and enhance IT Service Agreements with Thomas Miller businesses, ensuring IT operational services remain fit for purpose in a changing insurance landscape.
Person Specification
- Leadership: Extensive experience leading multi-disciplinary technical teams in high-pressure IT Service Management environments.
- Service Focus: Passionate about service excellence, with the ability to empathise with end users and business leaders.
- Stakeholder Management: Proven ability to influence executive-level stakeholders and translate complex technical concepts into business-focused outcomes.
- Methodology: Expert knowledge of ITIL frameworks, with the ability to apply them pragmatically to enhance—not hinder—agility.
- Technical Breadth: Good understanding of modern IT infrastructure, applications, cloud services and end-to-end service delivery models.
- Tooling: Experience with ServiceNow and a forward-thinking approach to monitoring tools (e.g. SolarWinds, Cisco ThousandEyes, Azure Monitor).
- Industry Context: Experience working in a regulated corporate environment (Essential); Familiarity with insurance processes such as Underwriting and Claims (Desirable).
- Soft Skills: A highly organized, empathetic leader with a passion for driving cultural change and delivering a world-class customer experience.
Head of IT Service Delivery: Customer Experience Leader employer: Thomas Miller
At Thomas Miller, we pride ourselves on being an exceptional employer that champions innovation and customer experience in the IT sector. Our collaborative work culture fosters professional growth, offering extensive leadership opportunities and a commitment to service excellence, all within a dynamic environment that values employee contributions. Located in a vibrant corporate setting, we empower our team to drive meaningful change and deliver outstanding results, making us a sought-after destination for top talent in technology leadership.
StudySmarter Expert Advice🤫
We think this is how you could land Head of IT Service Delivery: Customer Experience Leader
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for those interviews by researching the company and its culture. We want you to show them you’re not just a fit for the role, but for the team too. Tailor your answers to reflect their values and mission!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. We can’t stress enough how important it is to be confident and articulate when discussing your experience and how it aligns with the role.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can go a long way. It shows your enthusiasm for the position and keeps you fresh in their minds. And remember, check out our website for more opportunities!
We think you need these skills to ace Head of IT Service Delivery: Customer Experience Leader
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the job description. Highlight your experience in IT service delivery and customer experience, showing how you've led teams and improved user satisfaction in previous roles.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about transforming IT services and how your leadership style aligns with our vision at StudySmarter. Be genuine and let your personality come through.
Showcase Your Achievements:Quantify your successes! Whether it's improving service delivery metrics or leading successful projects, use numbers and specific examples to demonstrate your impact in previous positions. We love seeing results!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Thomas Miller
✨Know Your Customer Experience Strategy
Before the interview, make sure you understand what a customer-first service strategy looks like. Be ready to discuss how you would shift focus from just technical uptime to enhancing user productivity and satisfaction. This shows that you’re aligned with their vision.
✨Showcase Your Leadership Style
Prepare examples of how you've led multi-disciplinary teams in high-pressure environments. Highlight your mentoring approach and how you’ve driven service excellence. This will demonstrate your capability to lead the Service Desk and Application Support teams effectively.
✨Be KPI Savvy
Familiarise yourself with key performance indicators relevant to IT service delivery. Be prepared to discuss how you would implement a KPI-driven operating model and provide transparent reporting. This will show that you can measure operational effectiveness and user sentiment.
✨Understand Stakeholder Management
Think about your past experiences influencing executive-level stakeholders. Be ready to explain how you translate complex technical concepts into business-focused outcomes. This is crucial for ensuring IT is seen as a value-add partner rather than just a cost centre.
