Interim Head of IT Service Management

Advantage Resourcing are recruiting on behalf of a prestigious London based institution for a Senior Service Management Leader to lead and line manage staff within their Service Management function.

This is a senior position required to mentor Service Owners and Service Operation Managers, shaping them into highly customer orientated Service Management practitioners.

The Service Management function is hugely important in providing the organisation with effective and efficient service management processes so that the divisions can provide excellent IT services with a strong customer focus. These standardised and best-practice service management processes underpin the quality of IT service delivery, which is an enabler to the organisation delivering its core services.

Typical Duties

* Provide leadership and line management to Service oriented staff (Service Owners, Service Operations Managers and Service Management leads) enabling them to develop and become accomplished in delivering effective services to the business community.
* Undertake consistent and effective performance management of staff including setting clear, specific and measurable objectives that are reviewed at least every six months.
* Provide an effective development framework for Service oriented staff. Ensure these have a training plan and actively encourage the uptake of training as agreed in the training plan.
* Provide thought leadership on service-management, service design and experience and continual service improvement.
* Lead Service Management Governance.
* Effectively communicate with relevant staff and stakeholder groups.
* Ensure adherence to established service strategies, plans and standards across the organisation.
* Establish strong and productive relationships with external IT leaders both inside and outside the Education sector.
* Own the Service Improvement framework and be accountable for its effective delivery.
* Hold Service Owners and Service Operations Managers accountable for service improvement outcomes and monitor the proportion of change work devoted to service improvement in Platform and Product teams.
* Define a clear vision for the standardisation and efficiency of service management processes.
* Lead a high performing team which implements and operates the key ITIL processes
* Ensure the smooth introduction and implementation of ITIL processes in line with agreed strategy.
* Provide direction and subject matter advice for the adoption and embedding of ITIL processes owned outside of IT Service & Ops or ITIL processes not yet adopted.
* Ensure all service-related processes are clearly defined, standardised, properly documented and communicated.
* Be accountable for the central repository for service (service catalogue and service documentation)
* Ensure all services within the portfolio have a service strategy and objectives that are aligned to an agreed business outcome.
* Develop the service strategy elements of the overall strategy, including Disaster Recovery and Business Continuity Planning.
* Develop and drive the ITIL and continual service improvement strategies
* Develop and win support for the IT Service Continuity Strategy, ensuring this is aligned to Professional Services and Business Continuity Strategy.

* Own plans, processes and templates for managing IT service continuity, disaster recovery and critical incidents.
* Direct and when required undertake regular service reviews with senior customer stakeholders and ensure each is followed up in a timely manner.
* Work with the Director to agree a budget for the Service Management function to further its objectives
* Own and manage the budget for the function to ensure budget targets are achieved.
* Demonstrate good financial control and discipline

Your expertise

* Deep and substantial knowledge and experience of process, services and underpinning technology in the area of service management. They are often sought out for advice and insight both within their current organisation and in their industry sector.
* Deep understanding of ITIL and experience of utilising ITIL disciplines in a Service Management role.
* Ability to develop and maintain their own knowledge at the forefront of current thinking in their field. Uses critical analysis to evaluate new developments and is able to quickly determine the potential impact of such developments.
* A demonstrable track record of shaping policy, strategy and practice within service delivery or management for their organisation.
* Proven experience balancing multiple priorities and dealing with ambiguity
* Demonstrated ability to manage and make insightful decisions effectively with uncertain and incomplete information.
* Experience managing and influencing a broad range of senior stakeholders
* Good financial management of budgets and reporting

Submit your CV now to be considered for this fantastic opportunity to work with a prestigious World-renowned institution.

Advantage Resourcing is a service driven recruitment consultancy.