Interim Head of IT Service & Operations

Contract

£900 - £950p/d

West Midlands / Fully Remote

Inside IR35

6 Months+

Job Purpose

The Interim Head of IT Service & Operations is the voice of the customer across the Technology department, representing customer requirements across their Technology processes while being accountable for the effective and efficient provision of IT Services to all of the Group businesses. Functionally, this includes the IT Service Desk, IT Operations, Infrastructure support, Application support, Service Improvement and Transition to Service teams.

The role will also work collaboratively with the senior team, to ensure that transformational projects and programmes meet the needs of the business and are transitioned into Service successfully whilst striving for continuous improvement and a model that flexes to suit the needs of the Business.

Key Deliverables

Initial assessment of current Service and Operations capability with defined plan of action and time-lines to improve
Review of the current operating model and pull together a proposal for change and ideas/suggestion to improve BAU/current practice
Provision of support and internal and customer facing IT infrastructure and services to agreed targets and KPI's
Delivery of any IT Service and Operations processes which need to be refocused to ensure that the customer need is at the heart of all internal processes
Improvement in the management of the delivery of outsource providers (mainly but not solely TCS), to include SLA's, KPI's, service reviews, etc as well as relationship improvement and confidence building to leverage the benefits which could be provided by some strategic partners.
Assessment of team capability with recommended improvement plan (including mentoring or coaching where required)
Leadership of teams by example - demonstrate Service orientated thinking - ensure KPI's are set and understood to drive the appropriate behaviours required
Provide insight and input to the CIO as well as other members of the Technology Leadership Team on key Service and Operations issues as well as overall service performance
Ensure sufficient application monitoring is in place to pre-empt and pro-actively resolve incidents before they arise
Ensure effective Incident and Problem Management processes are in place to meet the needs of the different areas of the business
Understand and recommend improvements in DR and BCP processes and define a plan & costs to deliver
Focus on Service Improvement, ensuring that processes are in place to identify opportunities and that opportunities are acted on.
Work cross functionally with Delivery and the E2E Change programme to ensure there are appropriate plans and resources in place to deliver projects successfully from design into live service
Strategic direction for Service and Operations is aligned with future ways of working as defined by End-to-End Change Transformation Programme (i.e. moving towards agile and ultimately DevOps)
Support RFP process within delivery to ensure we are moving toward the improved service delivery model
Engage and support the FY23 planning to meet the service KPI's and Objectives
Interim Head of IT Service & Operations