Head of Service Practice & Capability

Allscreens Nationwide Ltd; Manchester; Hybrid; GBP 90,000 - 110,000; Full time

Benefits offered by this job

Annual bonus

28 days holiday

Pension with up to 10% employer**

Subsidised onsite gym (Manchester HQ)

30% discount on Co-op products

Stream pay access

Virtual healthcare

Training and development support

Job summary

Co-op is reshaping its Digital, Technology and Data function and seeks a Head of Professions to elevate Co-op's service practice. You will establish standards, governance and communities that drive reliable technology services across the organisation.

The role focuses on coaching, mentoring and developing a high-performing service community. You'll work with product, platform and business leaders to mature service practices, reduce risk and improve outcomes for colleagues, members and customers

Qualifications

• Significant experience leading service management or service practice functions within a complex technology environment.
• Strong knowledge of service management frameworks and methodologies, such as ITIL.
• Ability to build strong relationships and influence outcomes across a large organisation.
• Experience using data, governance and continuous improvement approaches to enhance service quality.
• A passion for developing people, building capability and communities of practice.

Responsibilities

• Lead the development of Co-op's service practice capability to create a more consistent and effective approach to managing technology services.
• Set and embed service standards, policies and ways of working that help teams deliver reliable, high-quality services.
• Build and grow a community of service professionals, creating opportunities to share knowledge and develop best practice.
• Develop coaching, learning and career development frameworks that help service practitioners build their skills and progress their careers
• Use service health data to identify opportunities for improvement, reducing operational risk and improving performance.
• Collaborate with product, platform and business leaders to strengthen service maturity across the organisation.
• Help teams manage change safely and drive improvements in problem management.
• Champion a culture of continuous improvement, learning and collaboration to deliver better outcomes.

Skills

Service leadership

ITIL knowledge

Stakeholder influence

Data governance

People development

Job description

Co-op is reshaping its Digital, Technology and Data function and seeks a Head of Professions to elevate Co-op's service practice. You will establish standards, governance and communities that drive reliable technology services across the organisation.

The role focuses on coaching, mentoring and developing a high-performing service community. You'll work with product, platform and business leaders to mature service practices, reduce risk and improve outcomes for colleagues, members and customers