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For Companies At a Glance
- Tasks: Lead technology service management, enhancing user experience and driving proactive service culture.
- Company: Join a global professional services organisation focused on transformation and innovation.
- Benefits: Enjoy hybrid working, competitive salary, bonus, and a generous benefits package including 15% pension.
- Why this job: Be part of a transformative journey, aiming for zero bad customer service in a dynamic environment.
- Qualifications: Extensive service management experience, ITIL knowledge, and a passion for AI and automation required.
- Other info: Role based in Newcastle with occasional travel to London and Singapore; UK work rights needed.
The predicted salary is between 60000 - 84000 £ per year.
This range is provided by TrueNorth. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
TrueNorth are exclusively engaged with a global professional services organisation who are looking for a new Head of Technology Service Management as part of an ongoing investment in transformation across the organisation. This role will improve how technology enables the business by creating a world-class user experience, driving self-service, and building a proactive service-based culture that anticipates and prevents issues by identifying the root cause of common problems. We are looking for someone that can aim for a zero-tolerance culture to bad customer service.
You will initially have +/-3 direct reports with a total team size of +/-22 colleagues.
Key skills and experience required:
- Extensive service management experience in leadership roles
- Experience of service management at scale c700+ internal user base
- Demonstrable experience of transforming service delivery in organisations
- ITIL experience (preferably ITIL 4)
- A keen interest and understanding of AI, automation and digital experience in service management
- Stakeholder management and engagement, up to board level
- Ability to bring people on the journey of transformation with you
The role is primarily based in their newly refurbished Newcastle office, on a hybrid working pattern (3 days in office). You should also expect c15-20% of the role to be working from their other offices including London circa once per month and Singapore circa twice a year.
We have a salary of around £70-£80k for the role, plus bonus and a comprehensive benefits package, including a 15% pension contribution, private health and more. We are unable to sponsor visas for this role - you must already be based in the UK and have the right to work in place.
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Information Technology
Industries: Financial Services and Technology, Information and Media
Head of Service Management (Technology) employer: TrueNorth®
Contact Detail:
TrueNorth® Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Service Management (Technology)
✨Tip Number 1
Familiarise yourself with ITIL 4 principles and how they can be applied to service management. Being able to discuss specific examples of how you've implemented these practices in previous roles will demonstrate your expertise and alignment with the job requirements.
✨Tip Number 2
Showcase your experience in transforming service delivery by preparing case studies or examples from your past work. Highlighting measurable outcomes, such as improved user satisfaction or reduced incident response times, will make a strong impression.
✨Tip Number 3
Network with professionals in the technology service management field, especially those who have experience in large organisations. Engaging with industry groups or attending relevant events can provide insights and connections that may help you during the interview process.
✨Tip Number 4
Prepare to discuss your approach to stakeholder management, particularly at the board level. Think about how you can effectively communicate complex technical concepts to non-technical stakeholders, as this will be crucial for the role.
We think you need these skills to ace Head of Service Management (Technology)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your extensive service management experience and leadership roles. Focus on quantifiable achievements, especially those related to transforming service delivery and managing large user bases.
Craft a Compelling Cover Letter: In your cover letter, emphasise your understanding of ITIL, AI, and automation in service management. Discuss how you can drive a proactive service-based culture and your approach to stakeholder management at board level.
Showcase Relevant Experience: Provide specific examples of past experiences where you improved user experience or implemented self-service solutions. Highlight any initiatives that led to a zero-tolerance culture for poor customer service.
Proofread and Edit: Before submitting your application, thoroughly proofread your documents. Ensure there are no grammatical errors and that your language is professional yet engaging. A polished application reflects your attention to detail.
How to prepare for a job interview at TrueNorth®
✨Showcase Your Leadership Experience
As a candidate for the Head of Service Management, it's crucial to highlight your extensive service management experience in leadership roles. Prepare specific examples of how you've successfully led teams and transformed service delivery in previous positions.
✨Demonstrate Your ITIL Knowledge
Since ITIL experience is a key requirement, be ready to discuss your familiarity with ITIL frameworks, especially ITIL 4. Share instances where you've applied these principles to improve service management processes.
✨Engage with Stakeholders
Stakeholder management is vital for this role. Prepare to discuss how you've effectively engaged with stakeholders at various levels, including board members. Highlight your communication strategies and how you’ve brought people along during transformations.
✨Emphasise Your Interest in AI and Automation
Given the focus on AI and automation in service management, express your keen interest and understanding of these technologies. Discuss any relevant projects or initiatives you've been involved in that utilised AI or automation to enhance user experience.
