Head Of IT Service Management

Northamptonshire Temporary
  • Renowned Client
  • Exciting project working with cutting edge technology

About Our Client

A reputable financial services organisation

Job Description

Service Delivery

  • Accountable for delivery of End to End ICS Service to Client Base
  • Strategically focused with responsibility for improving client satisfaction and maintaining client communication.
  • Accountable for IT Service Management Strategy, Policies and Processes
  • Accountable for the Business Continuity Strategy and ongoing planning and test execution
  • Senior management escalation during delivery of service, maintaining contact with client at an executive level, focusing on the strategic nature of the relationship.
  • Accountable for Client and Industry relations.
  • Represents the Client with relevant Internal Go No Go decisions for major releases or changes
  • Engagement with clients to establish contract requirements
  • Accountable for Client service reviews
  • Set Service priorities to be driven through Product and Release
  • Work with EMT and Senior Leadership Team to deliver and improve service
  • Ownership of Service Risk Catalogue
  • Ownership of Service Catalogue
  • Drive continual service improvement

Team Development and Resource Management

  • Accountable for structuring the Service function to align with Client needs
  • Set direction for development needs of the team to grow in terms of capability, succession planning and management to mitigate risk of single point of knowledge/failure and aid retention of key staff at all levels.
  • Set goals and objectives for team aligning to company Objectives ensuring teams' performance is managed in line with Performance Management guidelines, taking necessary actions to address shortfalls where appropriate.
  • Manage the performance of direct managers, reviewing progress against annual objectives and personal development through performance management process. Provide targeted feedback on areas of improvement and achievement,
  • Promote the company values and behaviours ensuring a positive working environment is developed and maintained with high level of employee engagement.
  • Design and implement a communication framework which promotes and demonstrates two-way communication at all levels including the cascade of relevant information from the business and clients.
  • Lead and provide input to multi-functional groups engaging with and representing stakeholders, including clients, customers, shareholders and industry bodies as required.

Financial Management & Risk

  • Accountable to meet the annual financial task plan, management responsibility for all costs relating to resource, Infrastructure plan, & change activity.
  • Accountable for applicable vendor / supplier relationships and overall performance reporting to ensure quality and commercial targets are met.
  • Regular audits of processes and accountable for compliance that meets client and regulatory demands.
  • Ensure robust contingency plans are created, maintained, planned and in accordance with the annual client schedules are tested in line with the companies Service Continuity plans
  • Accountable for the management of Service risks according to the Risk Management Framework including representing Service at client risk reviews.
  • Ensure compliance of all banking and financial regulations are met along with any statutory regulations applicable to Service processes.

The Successful Applicant

  • Recognised and Proven IT Service Management expertise and experience with ITIL v3 Expert \ ITIL 4 Managing Professional Qualification required
  • Demonstrable experience in Implementing, Reviewing and Improving IT Service Management Practises
  • Proven track record in Client Relationship Management, Service Delivery and Service Management utilising ITIL Frameworks
  • Proven IT Service Management / IT Consulting / IT Support background with strong Financial Services and Data Processing Knowledge
  • Technical knowledge across Infrastructure and Application Architecture and Management
  • Understanding and Demonstrable Experience of Cloud Computing and Managed Services with AZ-900 Qualification required.
  • Broad understanding of the financial and strategic aspects of the business and participates in and/or establishes initiatives that contribute to the overall success of the company; may also participate in initiatives that contribute to the overall success of the client's business
  • Excellent negotiation and presentation skills that ensure contract renewals, a track record of product and revenue growth, and high levels of customer satisfaction
  • Displays strong oral, written and interpersonal communication skills to effectively manage and/or implement all phases of service delivery within the company and with its clients
  • Exhibits a high degree of initiative and analytical skills to handle and solve complex problems with minimal impact to the enterprise and the client
  • Demonstrates the ability to lead by example and motivate management & professional level staff
  • Displays strong leadership qualities, decision making abilities, and strong business judgement
  • Possesses strong personnel management skills

What's on Offer

  • Work for a Large exciting company
  • long term contract
  • A competitive Day Rate
Anthony Francis
Quote job ref
Phone number
+44 121 634 6961

Job summary

Contract type
Consultant name
Anthony Francis
Consultant phone
+44 121 634 6961
Job reference