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 is seeking a Group Director of IT Service Operations to build a centralized function for IT service management. This position involves leading a team of approximately 150, transforming service models, and establishing mature ITIL processes. The role offers a competitive salary package of £160k to £185k plus an executive bonus. The company operates remotely with occasional meet-ups in London or the Midlands.

Qualifications

• Senior IT Service Operations leader in a complex, multi-region/division organisation.
• Experience transforming decentralised service models into centralised ones.
• Broad technical understanding from a leadership perspective.

Responsibilities

• Lead Group-wide IT Service Operations across multiple locations.
• Design and shape a first-class IT Service Operations function.
• Establish operational governance and standardise service tooling.

Skills

Leading IT Service Operations

Transforming service models

ITIL processes establishment

Multi-country team leadership

Stakeholder engagement

Tools

M365

Azure

AWS

Cloud-native

DevOps

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.