Head of IT Service Management & User Experience

EDF Trading North America, LLC; Greater London; Hybrid; GBP 90,000 - 140,000; Full time

Benefits offered by this job

Hybrid working

Private medical insurance

Dental insurance

Personal pension plan

Bi-annual health assessments

Gym memberships

Electric car lease programme

Childcare vouchers

Cycle-to-work scheme

Season ticket loans

Volunteering opportunities

Job summary

EDF Trading is seeking a senior leader to head the Information Technology – Service Management function in London. You will own the service-management operating model, service catalogue and continual-service-improvement program, while leading L1–L3 support and ensuring strong employee experiences across trading desks and business staff.

The role requires ITIL 4 expertise, enterprise ITSM leadership, and a strong focus on governance, automation and executive communications in a hybrid work

Qualifications

• Significant leadership in IT service management and service delivery.
• Ownership of major incident, problem and change frameworks.
• Experience implementing ITSM operating models and tooling.

Responsibilities

• Define and execute the enterprise service-management strategy and operating model.
• Lead End User Support, Deployment Operations and Service Management teams with L1-L3 support.
• Own incident, major incident, problem, change, and knowledge management disciplines.
• Establish a service catalogue with measurable commitments and KPIs.
• Drive continual-service-improvement across technology functions.
• Oversee end-user lifecycle management and workplace experience capabilities.
• Govern CMDB accuracy, asset management and service reporting.
• Lead major incident management and executive communications during critical events.

Skills

ITIL 4

Leadership

Stakeholder management

Enterprise ITSM

End-user computing

Automation

Incident & Change management

Executive communication

Tools

ITSM platforms

Job description

EDF Trading is seeking a senior leader to head the Information Technology – Service Management function in London. You will own the service-management operating model, service catalogue and continual-service-improvement program, while leading L1–L3 support and ensuring strong employee experiences across trading desks and business staff.

The role requires ITIL 4 expertise, enterprise ITSM leadership, and a strong focus on governance, automation and executive communications in a hybrid work