Head of IT Service Delivery

Clearwater People Solutions; West Malling; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A recruitment agency is seeking a Head of IT Service Delivery for a 6-month contract based in West Malling. The role involves managing the delivery of shared services, stakeholder engagement, and governance of service delivery models. Candidates should have over 7 years of IT experience and a strong background in transforming IT services. The position is hybrid, requiring attendance in the Kent office two days a week.

Qualifications

• At least 7 years’ experience in the IT industry.
• Experience managing budgets greater than £1m.
• Evidence of IT strategy implementation.

Responsibilities

• Manage day-to-day delivery of shared IT services.
• Ensure compliance with service delivery governance.
• Maintain stakeholder relationships for expectation management.

Skills

Transforming and managing significant IT services

Managing complex ITIL environments

Delivering ICT strategy

Budget management over £1m

Effective negotiation for services

Building teams during change

Job description

Our client is currently seeking a Head of IT Service Delivery on a 6 month contract. The Head of IT Service Delivery will support the CTO in the overall management of the Technology function; owning the co-ordination of all service activity for shared services, ensuring delivery against SLA’s within budgetary constraints and continuously improving the processes and structures to ensure alignment to strategic goals and the appropriate regulatory frameworks.

This is a hybrid based role with the need to be in the office in Kent 2 days per week.

Key Responsibilities for the Head of IT Service Delivery

• Day-to-day management of the delivery of shared services, providing a quality management wrapper
• Management escalation point and an appropriate counsel for issues.
• Governance of service delivery operating model and policy requirements.
• Maintaining relationships with key stakeholders to support expectation management, proactively seeking to remediate mis‑aligned expectations.
• Develop and implement shared service specific service delivery sub‑strategies that support the Technology Service Delivery strategy and align with objectives and regulatory requirements.
• Manage any major 3rd party outsourcer ensuring SME availability
• Own the overall responsibility for the delivery of shared Technology services to stakeholders through regular proactive engagement, ensuring continued buy‑in, transparency of decision making and evangelising the continued value of the Service Delivery capabilities.
• Ensure that board reporting is transparent, accurate and positively reflected with the appropriate attention to stakeholder viewpoints.

Retain oversight of Problem, Incident and Service Request fulfillment ensuring that KPI’s are achieved, reported and expectations are met (or exceeded)

Key Experience for the Head of IT Service Delivery

• Substantial experience of transforming and managing significant IT services in a large organisation
• At least 7 years’ experience in the IT industry.
• Experience of delivering ICT strategy / delivery.
• Experience managing complex ITIL environments and / or ITIL transformation projects.
• Experience of managing budgets greater than £1m
• Experience of joint procurement, market testing and outsourcing as well as negotiating quality, cost‑effective services
• Experience of successfully implementing an IT strategy through business planning.

Evidence of contribution to major transformation and building teams at a time of change and uncertainty.

Please apply as directed!