At a Glance
- Tasks: Lead IT service transformation and enhance user experience across the organisation.
- Company: Join a leading insurance firm focused on innovative IT solutions.
- Benefits: Competitive salary, leadership opportunities, and a dynamic work environment.
- Other info: Opportunity to drive cultural change and improve service delivery in a regulated industry.
- Why this job: Make a real impact by championing customer-first IT services in a collaborative team.
- Qualifications: Proven leadership in IT service management and strong stakeholder engagement skills.
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.
- 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 in London employer: Thomas Miller
At Thomas Miller, we pride ourselves on being an exceptional employer that fosters a culture of innovation and collaboration. As the Head of IT Service, you will not only lead a dedicated team but also have the opportunity to shape a customer-first service model that enhances user experience across the organisation. With a commitment to employee growth, we offer continuous professional development and a supportive environment where your contributions are valued and recognised.
StudySmarter Expert Advice🤫
We think this is how you could land Head of IT Service in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out 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 your own. This will help you tailor your responses and show that you’re not just looking for any job, but that you genuinely want to be part of their team.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms to get comfortable with common questions. The more you practice, the more confident you’ll feel when it’s time to shine in front of the real interviewers.
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank-you email can go a long way in keeping you top of mind. It shows your enthusiasm for the role and gives you another chance to reiterate why you’re the perfect fit for the position.
We think you need these skills to ace Head of IT Service in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the job description. Highlight your experience in IT Service Management and any leadership roles you've had. We want to see how your skills align with our customer-first service strategy!
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 you can lead our teams to deliver exceptional user experiences. Keep it engaging and personal!
Showcase Your Achievements:Don’t just list your responsibilities; show us what you’ve achieved! Use metrics and examples to demonstrate how you've improved service delivery or user satisfaction in previous roles. Numbers speak volumes!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Thomas Miller
✨Know Your Stuff
Make sure you’re well-versed in ITIL frameworks and can discuss how you've applied them in previous roles. Brush up on your knowledge of modern IT infrastructure and tools like ServiceNow, as these will likely come up during the interview.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience leading multi-disciplinary teams. Think about specific challenges you've faced and how you motivated your team to achieve service excellence, especially in high-pressure situations.
✨Understand the Business
Familiarise yourself with Thomas Miller’s business model and the insurance landscape. Be ready to discuss how IT can be a value-add partner rather than just a cost centre, and how you can enhance user productivity and satisfaction.
✨Engage with Stakeholders
Think about how you’ve influenced executive-level stakeholders in the past. Prepare to share strategies for translating complex technical concepts into business-focused outcomes, as this will demonstrate your ability to bridge the gap between IT and the business.
