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Head of End User Ops - Inside IR35

Employer
Sanderson Recruitment
Location
Bristol, South West
Salary
130446.43
Closing date
14 Jul 2022

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Sector
Technology
Responsibilities
Analyst
Position/Level
Professional / Specialist
Contract Type
Permanent
Language
English
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Contract: £800-900/day Inside IR35 - Umbrella EngagementStart Date: ASAPLength: 6 Months
Location: South West

Head of Operations - End-User Technology Services

Our client, a forward thinking innovative business, is looking for a seasoned Head of Ops

The Role:
  • Setup and run of overall day-to-day service operations of all WTS domains including Service Desk, Windows, Apple, Linux and Unified Comms.
  • Delivery of enhancements run by WTS and for incorporating new services into run operations without disruption.
  • Proactive and efficient management and collaboration to achieve the overall service objectives.
  • Own the day-to-day operation of WTS services, ensuring they are delivered according to agreed SLAs and Experience level agreements.
  • Ensuring service delivery has a 'customer experience-first mindset' and is performed to agreed scope, levels of service and service factors such as availability, useability, and performance.
  • Management of core suppliers engaged in WTS service provision, with the support of procurement and legal services
  • Ensure effective project and enhancement portfolio management by operating processes to capture requirements for new projects and enhancements and then managing the end-to-end project lifecycle.

Requirements:
  • Over 10 years' relevant experience in managing service operations delivery in a global organisation involving diverse geographically located teams, with excellent understanding of technical and organisational dependencies and a proven ability to deliver transformation and enhancements to the services we provide and experiences we deliver.
  • Deep experience in workplace service technologies and service desk operations
  • Strong experience of successfully driving improvement initiatives to transform service provision including use of automation and orchestration technologies.
  • Strong understanding of key service management, service operations, technical and security standards, methods and best practices including ITIL v3/4 and recognised IT security standards including ISO 27001
  • Experience of key service management and operations toolsets such as ServiceNow
  • Experience in end user device hardware and software asset management
  • Change management experience with strong understanding of project management methods and approaches including agile delivery.
  • Experience of driving cultural change, realignment of expectations between providers and receivers of a service
  • Experience of managing a global network of stakeholders in varying geographies
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