Group Director of IT Service Operations

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

Job summary

A leading professional services firm is seeking a Group Director of IT Service Operations to lead the centralised IT Service Operations function. The successful candidate will shape and build the function, standardise processes, and enhance service maturity across a team of approximately 150. Key experience includes transitioning from decentralised models and establishing ITIL processes in large organisations. This remote role offers a competitive package of £160k - £185k plus an executive bonus, aimed at securing top talent with a successful track record.

Benefits

Top-tier compensation package

Remote work with occasional meet-ups

Qualifications

• Experience leading IT Service Operations in large, complex organisations.
• Track record of establishing ITIL processes at a group level.
• Broad technical understanding of modern IT services.

Responsibilities

• Lead the Group-wide IT Service Operations across multiple functions.
• Design and shape the IT Service Operations function from scratch.
• Standardise service tooling into a single Group instance.
• Drive continuous service improvement using ITIL.

Skills

ITIL best practices

Cloud Platforms (AWS, Azure)

Leadership of multi-country teams

Stakeholder engagement

Decentralised to centralised transformation

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.