Summary:

Role: Head of IT Service Management

Client: Financial Services company

Location: Northampton - Split role between remote working and in the office.

Duration: Initially a 6 Months contract

Rate: £800 to £850 p/d (Inside IR35)

Reporting to CIO, Head of IT Service Management will have the accountability to manage the client engagement for the delivery of services, for the achievement of contracted service levels and for service quality by applying a framework of governance across the delivery and support organization.

As Head of IT Service Management, you will own the E2E delivery relationship for all clients. Directing and leading a team of Service, Process & Client Managers who in turn will manage the support teams of IT and Service Staff across the organisation. You will be working closely with the Executive leadership and be responsible for driving service quality and stability while contributing to business growth.

Strong Stakeholder Management to maintain cross functional relationship with all stakeholders to support the business in achieving its Strategic and Tactical Objectives.

The job holder is accountable for an overall department size of circa 25 staff members, and its attendant statutory requirements for Health & Safety and employee wellbeing.

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Requirements

Service Delivery

• Accountable for delivery of End to End ICS Service to Client Base ensuring that all components deliver against contracted Service Levels.
• Strategically focused with responsibility for improving client satisfaction and maintaining client communication.
• Accountable for IT Service Management Strategy, Policies and Processes
• Accountable for the Business Continuity Strategy and ongoing planning and test execution
• Senior management escalation during delivery of service, maintaining contact with client at an executive level, focusing on the strategic nature of the relationship.
• Accountable for Client and Industry relations.
• Represents the Client with relevant Internal Go No Go decisions for major releases or changes
• Engagement with clients to establish contract requirements
• Accountable for Client service reviews
• Set Service priorities to be driven through Product and Release
• Work with EMT and Senior Leadership Team to deliver and improve service
• Ownership of Service Risk Catalogue
• Ownership of Service Catalogue
• Drive continual service improvement (CSI)

Team Development and Resource Management

• Accountable for structuring the Service function to align with Client needs
• Set direction for development needs of the team to grow in terms of capability, succession planning and management to mitigate risk of single point of knowledge/failure and aid retention of key staff at all levels.
• Set goals and objectives for team aligning to Objectives ensuring teams' performance is managed in line with Performance Management guidelines, taking necessary actions to address shortfalls where appropriate.
• Manage the performance of direct managers, reviewing progress against annual objectives and personal development through performance management process. Provide targeted feedback on areas of improvement and achievement,
• Design and implement a communication framework which promotes and demonstrates two-way communication at all levels including the cascade of relevant information from the business and clients.
• Lead and provide input to multi-functional groups engaging with and representing stakeholders, including clients, customers, shareholders and industry bodies as required.

Financial Management & Risk

• Accountable to meet the annual financial task plan, management responsibility for all costs relating to resource, Infrastructure plan, & change activity.
• Accountable for applicable vendor / supplier relationships and overall performance reporting to ensure quality and commercial targets are met.
• Regular audits of processes and accountable for compliance that meets client and regulatory demands.
• Ensure robust contingency plans are created, maintained, planned and in accordance with the annual client schedules are tested in line with the Service Continuity plans
• Accountable for the management of Service risks according to the Risk Management Framework including representing Service at client risk reviews.
• Ensure compliance of all banking and financial regulations are met along with any statutory regulations applicable to Service processes.

Responsibilities

• Recognised and Proven IT Service Management expertise and experience with ITIL v3 Expert \ ITIL 4 Managing Professional Qualification required
• Demonstrable experience in Implementing, Reviewing and Improving IT Service Management Practises
• Proven track record in Client Relationship Management, Service Delivery and Service Management utilising ITIL Frameworks
• Proven IT Service Management / IT Consulting / IT Support background with strong Financial Services and Data Processing Knowledge
• Technical knowledge across Infrastructure and Application Architecture and Management
• Understanding and Demonstrable Experience of Cloud Computing and Managed Services with AZ-900 Qualification required.
• Broad understanding of the financial and strategic aspects of the business and participates in and/or establishes initiatives that contribute to the overall success of the company; may also participate in initiatives that contribute to the overall success of the client's business
• Excellent negotiation and presentation skills that ensure contract renewals, a track record of product and revenue growth, and high levels of customer satisfaction
• Demonstrates the ability to lead by example and motivate management & professional level staff
• Displays strong leadership qualities, decision making abilities, and strong business judgment