Director of IT Service Management & Operations

E1 Edf Trading Ltd; England; On-site; GBP 120,000 - 150,000; Full time

Job summary

EDF Trading is seeking an experienced Head of Service Management to lead the service management organisation, delivering end-user support, deployment operations and ITSM excellence across the business. You will own the service-management operating model, catalogue, end-user computing strategy and continual-service-improvement programme.

You will champion a user-focused support experience for diverse users, including executives and traders, manage major incident processes, governance, and

Qualifications

• Significant leadership in IT service management and service delivery.
• Proven ownership of enterprise-scale support and operational-service functions.
• Experience implementing and improving service-management operating models and ITSM tooling.
• Strong governance, reporting and stakeholder-management at executive level.
• Experience managing geographically distributed support organisations.

Responsibilities

• Define and execute the enterprise service-management strategy and operating model.
• Lead the End User Support, Deployment Operations and Service Management Practice teams, ensuring effective L1, L2 and L3 support, request fulfilment, communications and user experience.
• Own incident, major incident, problem, change, request, knowledge and service-configuration-management disciplines.
• Establish and maintain a service catalogue with measurable service commitments and performance indicators.
• Champion a user-focused support experience, adapting communication to diverse users including VIPs, executives, traders, and staff.
• Drive continual-service-improvement initiatives across all technology functions.
• Own end-user technology lifecycle management including collaboration tooling, endpoint services, device management and workplace experience capabilities.
• Ensure efficient onboarding/offboarding, request fulfilment, service communications and user engagement.
• Improve service performance through automation, workforce optimisation, workflow simplification and self-service adoption.
• Establish governance and quality controls around CMDB accuracy, asset management and service reporting.
• Lead major incident management processes and executive communications during critical events.
• Manage service-management tooling, supplier relationships and budgets.
• Provide regular reporting on service performance and incident trends to senior management.

Skills

ITIL 4

Service Management

Leadership

Stakeholder Management

End-User Computing

IT Operations

Tools

ITSM Platforms

Automation Tools

Service Analytics

Job description

EDF Trading is seeking an experienced Head of Service Management to lead the service management organisation, delivering end-user support, deployment operations and ITSM excellence across the business. You will own the service-management operating model, catalogue, end-user computing strategy and continual-service-improvement programme.

You will champion a user-focused support experience for diverse users, including executives and traders, manage major incident processes, governance, and