IT Service & Support Director - Remote Transformation
La Fosse
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Descrizione del lavoro
La Fosse is seeking an experienced Head of IT Service & Support to lead service delivery and drive a major IT service transformation within a large, complex organisation. The role offers senior leadership across IT and OT environments, with a predominantly remote working pattern and substantial cross-site collaboration.
You will shape long-term service strategy, own ITSM platforms, governance, and supplier relationships, while developing managers across locations and ensuring top-tier
Competenze
- 15+ years in IT service management and support.
- 7+ years in senior leadership roles.
- Strong ITIL 4 certification (Managing Professional/Strategic Leader preferred).
- Experience leading geographically dispersed teams in complex orgs.
- Proven track record of service transformation and centralisation.
Mansioni
- Develop and deliver IT Service & Support strategy and long-term roadmap.
- Lead service desk, regional support and on-site operations across multi-site environments.
- Establish ITIL-based service management processes, standards and SLAs.
- Own ITSM platform, service catalogue, workflows, reporting and self-service.
- Drive automation, AI and shift-left initiatives to improve service quality.
- Oversee major incident management, escalations and RCAs.
- Lead service transformation and operating model consolidation; integrate acquisitions.
- Manage third-party suppliers and ITSM vendors.
- Budgetary responsibility including financial planning and cost optimisation.
- Ensure service continuity and collaboration with IT/infrastructure/security/OT teams.
- Lead, develop and coach managers across locations.
Conoscenze
Descrizione del lavoro
La Fosse is seeking an experienced Head of IT Service & Support to lead service delivery and drive a major IT service transformation within a large, complex organisation. The role offers senior leadership across IT and OT environments, with a predominantly remote working pattern and substantial cross-site collaboration.
You will shape long-term service strategy, own ITSM platforms, governance, and supplier relationships, while developing managers across locations and ensuring top-tier
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