Interim Head of IT Support & Service Improvement

LGBT Great; Southampton; Hybride; GBP 111 000 - 120 000; Plein temps

Résumé du poste

LGBT Great in Southampton is seeking an experienced Interim Head of IT Support to take ownership of its IT support function and drive service improvement on-site. The six-month contract focuses on leading Problem Management, Major Incident Management and the Service Desk while partnering with third-party suppliers to maintain critical systems.

The role emphasizes ITIL-based governance, incident and change management, and advancing service maturity ahead of the SDI audit.

Qualifications

• Proven experience at Head of IT Support or equivalent senior IT service delivery role.
• Strong ITIL and IT service management knowledge across incident, problem and change management.
• Experience leading managers/teams within a service desk or IT support function.
• Track record of improving service delivery, processes and performance.
• Experience managing senior stakeholders, complex customer relationships and third-party suppliers.
• Understanding of service assurance, governance, escalations and continuous improvement.
• Ability to take ownership quickly with minimal supervision and deliver tangible improvements.
• Current, valid SC security clearance.

Responsabilités

• Take ownership of day-to-day IT support operations with clear leadership across the function.
• Lead the Problem Manager, Major Incident Manager and Service Desk Manager for effective service delivery and escalation.
• Build relationships with a varied customer base and manage expectations to improve the customer experience.
• Oversee supplier relationships and service performance across key systems with third-party providers.
• Review and improve ITSM processes across incident, problem, change, request and asset management per ITIL best practice.
• Lead preparation for the SDI audit and coordinate actions to improve maturity and assurance.
• Identify opportunities to challenge legacy processes and embed sustainable improvements.
• Contribute to adoption of a new ITSM platform reflecting operational requirements.

Connaissances

Head of IT Support

ITIL knowledge

Stakeholder management

Service delivery improvement

Security clearance

Description du poste

LGBT Great in Southampton is seeking an experienced Interim Head of IT Support to take ownership of its IT support function and drive service improvement on-site. The six-month contract focuses on leading Problem Management, Major Incident Management and the Service Desk while partnering with third-party suppliers to maintain critical systems.

The role emphasizes ITIL-based governance, incident and change management, and advancing service maturity ahead of the SDI audit.