Group Director of IT Service Operations

Delaney & Bourton; Remote; GBP 160,000 - 185,000; Full time

Job summary

A leading professional services firm in the UK seeks a Group Director of IT Service Operations to build and lead a centralized IT function. This newly created role involves shaping an ITIL-aligned Service Operations capability, leading a team of 150, and standardizing tools and processes. The ideal candidate will have experience in transforming service models, strong leadership skills across regions, and a broad technical background including cloud technologies. The position allows for remote work with occasional meetings as needed.

Benefits

Competitive executive bonus

Top of the market package

Qualifications

• Senior IT Service Operations leader in a complex, multi-region/division organisation.
• Experience transforming decentralised service models into centralised ones.
• Established and matured ITIL processes at a group level.

Responsibilities

• Lead Group-wide IT Service Operations including Service Desk and Infrastructure.
• Design and lead a first-class group IT Service Operations function.
• Standardise service tooling into a single Group instance.

Skills

ITIL best practices

Leadership of multi-country teams

Stakeholder engagement

Transforming service models

Broad technical understanding

Tools

M365

Azure

AWS

Cloud-native technologies

DevOps / CI / CD

Job description

Group Director of IT Service Operations | UK Remote | £160k - £185k + Exec Bonus | PE Backed

Newly created role in a new Group IT operating model to centralise multiple federated regions – build a centralised IT Service Operations function (10,000 employees, £1bn revenue, 200 locations, high-growth, c. 150 team size, Group CIO report)

Do you have experience building and leading a centralised, group IT Service Operations capability in relevantly sized multi-division organisation?

We're partnered with a PE backed Professional Services firm to build their IT leadership team following a recent operating model change towards a single, modern, high-performing centralised IT function. This role specifically is to shape and lead an ITIL-aligned group IT Service Operations capability, across IT Support, Service, Infrastructure, Platforms and On-site support.

The Service Operations operating structure has not yet been fully defined. This role will build the function from the ground up to elevate service maturity, standardise tooling / processes, and lead international teams to deliver stable and resilient technology services.

The Role

• Lead Group-wide IT Service Operations (Service Desk, Infrastructure, Platforms, On-Site Support - team c.150 on & nearshore).
• Design, shape and lead a first-class group IT Service Operations function.
• Operational governance
• Standardisation of service tooling into a single Group instance.
• Vendor leadership and optimisation.
• Continuous service improvement and innovation using ITIL best practice.
• Own the Cloud Platforms strategy (currently hybrid cloud, predominently AWS).

The Person

• Senior IT Service Operations leader in a complex, multi-region / division organisation - ideally of a relevant size (10k employees etc.).
• Strong experience transforming decentralised service models into centralised ones.
• Experience establishing and maturing ITIL processes at a group level.
• Broad technical understanding, from a leadership perspective (M365, Azure, AWS, on-prem, cloud-native, DevOps / CI / CD).
• Strong leadership of multi-country teams and excellent stakeholder engagement.
• Professional Services would be beneficial, but not essential.

The company work remotely, with meet ups in line with business needs. These are typically in London or the Midlands.

Top of the market package on offer to secure a first-class leader with a track-record in this space. If this sounds interesting, please apply here and feel free to connect. We will be looking to move quickly to appoint before the end of the year.