Head of IT Service and Support

Nigel Wright Group; North East; On-site; GBP 90,000 - 120,000; Full time

Job summary

Nigel Wright Group has an ambitious, growing client seeking a Head of IT Service & Support to shape and lead its IT support function during a period of growth. You will own a multi-site operation, drive modern service delivery, governance and user experience, and partner with senior leadership to scale the function.

You will lead a distributed team, implement ITIL practices, improve incidents and changes, promote automation and self-service, and build strong stakeholder relationships while

Responsibilities

• Leading and developing a distributed team of IT support professionals.
• Enhancing service management processes, governance and operational standards.
• Improving incident, request, problem and change management capability.
• Driving automation and self-service initiatives to improve efficiency and user satisfaction.
• Building stronger relationships with stakeholders across multiple business locations.
• Creating a culture built on accountability, service excellence and continuous improvement.
• Supporting organisational growth through scalable support models and processes.

Job description

An ambitious and growing business is seeking a Head of IT Service & Support to shape, modernise and lead its IT support function during a significant period of growth and change.

This is a rare opportunity to join a business that is investing heavily in its technology capability, operating model and employee experience. With strong backing from senior leadership, you will have the platform, autonomy and support to build a modern, high-performing service function that can scale with the organisation's future ambitions. This is not a role focused on maintaining the status quo. Instead, you will play a key role in developing a more mature, proactive and customer-focused IT function.

The Role

Reporting to the Group IT Director, you will take ownership of a multi-site support operation and lead the evolution of service delivery, service management and user experience across the organisation.

Your key areas of focus will include:

• Leading and developing a distributed team of IT support professionals.
• Enhancing service management processes, governance and operational standards.
• Improving incident, request, problem and change management capability.
• Driving automation and self-service initiatives to improve efficiency and user satisfaction.
• Building stronger relationships with stakeholders across multiple business locations.
• Creating a culture built on accountability, service excellence and continuous improvement.
• Supporting organisational growth through scalable support models and processes.

The Person

With experience of having led an IT support or service management function, you’ll bring:

• Experience leading IT support, service desk or service management teams.
• A strong understanding of ITIL and service management best practices.
• A track record of improving processes, performance and customer experience.
• Experience operating within complex, multi-site environments.
• Excellent stakeholder management and relationship-building skills.
• A hands-on leadership style with a genuine passion for developing people.
• The energy, ambition and resilience to drive positive change.

Most importantly, you will be someone who genuinely cares about delivering exceptional service and creating a technology function that people trust and value.

Applications are also sought from high-performing Service Desk Managers ready to step into a broader leadership role.