Head of IT Service Management

The Head of IT Service Management (f/m) is responsible for ensuring that IT services are performing to the required standards; services are maintained, improved and remain compliant; service risks are managed.

The role interfaces with the technical service delivery providers (internal and external) to monitor and report on actual performance and pro-actively identify and implement service improvement actions.

The role also interfaces outwardly with consumers of the services to report on achieved performance and ensure that performance remains in line with business needs.QualificationsService Level ManagementDefine and agree clear business-based targets for service levels for the IT services and ensure that delivery of services id properly assessed, monitored and managed against these targets.Work cross-functionally to ensure that IT service levels align into end to end service level requirements and customer commitments.

Service Performance Measurement and ReportingEnsure that service performance data is collected, analyzed and reported to provide insights into service performance to aid decision making.Scope includes products and services, processes, value chains, teams and individuals, suppliers & partners in the domain of IT services.

Problem & Knowledge Management Working cross-functionally, ensure that problems relating to the IT services are prioritized and root causes are investigated and identified.Insights gained from problems are fed back into technical delivery teams to develop long term solutions or fixes and the knowledge base is updated and maintained.

Capacity, Performance & Availability ManagementEnsures that effective capacity, performance & availability management processes are operating across the IT services end to end.Provides the interface and the information to feed business plans and service requirements into technical teams to manage individual products and service capacity, availability & performance.

Risk & Compliance Management

Responsible for the IT function risk management and compliance processes to ensure that IT service risks are managed and compliance requirements met across all teams and services.

Service Configuration Management Provides the processes and tooling to manage service configuration and maintain CIs across all Services and teams.

Service Management ToolingProvides and manages the service management tool(s) that support end to end service delivery management.SFIA Skill LevelsService Level Management 6Problem Management 5Analytics 5Availability Management 6Capacity Management 6Configuration Management 6Methods & Tools 6

Knowledge & ExperienceThe role holder is an experienced leader and practitioner in the field of IT Service Management with >15 years of professional experience and 7-10 years of management level experience.Has experience of service management disciplines applied to infrastructure services and end to service management across multiple technology towers (e.g. infrastructure (compute & storage), networks, end user computing, application services).Has experience managing services in complex multi-sourced delivery models, with mixed in-house and external delivery partners.Strong customer and business-oriented service delivery track record, driving transparency and improvement of infrastructure service performance to meet business and customer needs.Has led or sponsored significant service and process quality improvement initiatives in dynamically changing and growing businesses.