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- Tasks: Lead technology services and ensure operational excellence at the V&A Museum.
- Company: Join the iconic Victoria and Albert Museum, a leader in arts and culture.
- Benefits: Enjoy 29 days holiday, generous pension contributions, and discounts at major retailers.
- Why this job: Make a real impact in a pivotal leadership role within a renowned institution.
- Qualifications: 8-10 years in IT Service Delivery with strong leadership and ITIL v4 knowledge.
- Other info: Be part of a dynamic team driving technology transformation in a multi-site environment.
The predicted salary is between 43200 - 72000 £ per year.
We are seeking an experienced Head of Service Delivery & Operations to lead the day-to-day running of technology services across the V&A Museum Group. You will oversee Service Desk, End User Compute, Infrastructure & Platform Support, Visitor Technology (AV and interactive systems) and core ITLT capabilities. This is a pivotal leadership role ensuring operational excellence while supporting an ongoing technology transformation. You will drive ITIL v4 process maturity, optimize ServiceNow usage, and lead a high‑performing team to deliver exceptional service across a multi‑site operation.
What will you be doing?
- Leadership: Provide leadership, ownership, and accountability for the Technology Service Delivery & Operations team ensuring that we deliver consistently high standards of operational services and exceptional user experience across Service Desk, Infrastructure and Platform and Visitor Technology Services.
- People: Build and develop a high‑performing team with strong technical, service management and customer service capabilities aligned to the overall Technology Strategy and objectives. Ensure that we have active development plans in place to upskill staff for new technologies and capabilities.
- Service Maturity & Transformation: Drive rapid maturity of ITSM processes using ServiceNow.
- Governance & Reporting: Develop and monitor SLAs, KPIs, and service performance metrics and provide regular reporting to senior leadership to drive service improvement and accountability.
- Stakeholder management: Develop and maintain strong working relationships with key stakeholders across the organisation and across all V&A locations.
- Supplier and contract management: Build and maintain strong vendor relationships to ensure that we are delivering best value to the V&A and holding suppliers to account for excellent service delivery.
- Financial and resource management: Responsible for circa £3.5m Opex budget. Forecast and operate within agreed budgets and resources whilst ensuring we are delivering best value for the V&A.
- Service Transition: Ensure that SD&O is factored into the evaluation, selection, installation, configuration, and supportability of all new initiatives and that operational teams are upskilled and ready to take on day‑to‑day support of new technologies/platforms as they transition into live.
- Senior Team leadership: As part of the Technology senior management team, actively participate in the management and success of the Technology and Data Department as a whole, working collaboratively with your peers to improve operation and quality of the service delivered to the organisation.
Who are we looking for?
- ServiceNow; Networking (WAN/LAN) HP Aruba; VMWare.
- Excellent knowledge of ITIL v4 framework; highly skilled in ITLT processes.
- Experience in rapid service maturity programs.
- Proven ability to lead multi-disciplinary teams; capability development & upskilling; stakeholder engagement.
- Experience in cultural change initiatives.
- Managing BAU operations in multi‑site environments; 8am–6pm, 7‑day support coverage; Outsourced support coordination.
- Experience in museum / visitor‑focused environments / retail environments.
- Supporting new technology adoption balancing BAU with project demands.
- Experience in large‑scale IT transformation.
Experience
Minimum 8–10 years in IT Service Delivery roles, with at least 3 years in a senior leadership position. Demonstrated success in maturing ITSM processes and frameworks. Experience managing outsourced contracts and multi‑site operations. Proven track record in leading teams through technology change.
What’s in it for you?
- 29 days of holiday + public holidays each year.
- 5.5% employee pension contribution, 10% employer pension contribution (post‑probation).
- Life assurance scheme (to value of 4 x annual salary).
- Family‑friendly policies e.g. enhanced maternity + paid carers leave.
- Free sanitary products for all employees across our sites.
- Free entrance to many major museums and exhibitions.
- Benefits platform offering discounts at major retailers and many more.
Full job description and list of benefits on our website.
When do applications close? 9 January 2025 @ 23:59
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Information Technology
Industries: Museums, Historical Sites, and Zoos, Museums, and Non‑profit Organizations
Head of Service Delivery and Operations employer: Victoria and Albert Museum
Contact Detail:
Victoria and Albert Museum Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Service Delivery and Operations
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work at the V&A or similar organisations. A friendly chat can sometimes lead to insider info about the role and even a referral.
✨Tip Number 2
Prepare for the interview by diving deep into the V&A's recent projects and initiatives. Show us that you’re not just another candidate; demonstrate your passion for their mission and how your experience aligns with their goals.
✨Tip Number 3
Practice your leadership stories! We want to hear about your past experiences leading teams and driving service maturity. Use the STAR method (Situation, Task, Action, Result) to structure your answers and keep it engaging.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Head of Service Delivery and Operations
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership roles and any experience with ITIL v4 and ServiceNow, as these are key for us at StudySmarter.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the Head of Service Delivery & Operations role. Share specific examples of how you've led teams and improved service delivery in the past.
Showcase Your Achievements: Don’t just list your responsibilities; showcase your achievements! Use metrics where possible to demonstrate how you’ve driven service maturity and operational excellence in previous roles. We love numbers!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Victoria and Albert Museum
✨Know Your ITIL Inside Out
Since the role heavily focuses on ITIL v4 processes, make sure you brush up on your ITIL knowledge. Be ready to discuss how you've implemented ITIL frameworks in previous roles and how they can be applied to enhance service delivery at the V&A.
✨Showcase Your Leadership Skills
This position requires strong leadership capabilities. Prepare examples of how you've built and developed high-performing teams in the past. Highlight any specific initiatives you've led that resulted in improved team performance or service delivery.
✨Demonstrate Stakeholder Engagement
Stakeholder management is key for this role. Think of instances where you've successfully built relationships with stakeholders. Be prepared to discuss how you would approach stakeholder engagement at the V&A and ensure their needs are met.
✨Prepare for Financial Discussions
With responsibility for a £3.5m Opex budget, it's crucial to demonstrate your financial acumen. Be ready to talk about your experience managing budgets, forecasting, and ensuring value for money in service delivery.
