Head of IT Service Delivery

Manchester/London, United Kingdom
05 Apr 2021
End of advertisement period
17 Apr 2021
Contract Type
Full Time

Job Profile IT - Service Delivery
Contract Type Permanent

Job Purpose

The successful candidate will be associated to either BPP Manchester or a BPP London office, but flexibility will be applied to enable work from home or office as required.

The Head of IT Service Delivery is accountable for all service driven IT functions within BPP. The role holder will lead internal teams, both Desk side and Applications support plus those provided by third party suppliers providing strategic direction and guidance to services delivered as per their service design.

Key Responsibilities:

  • Accountable for the continual improvement & transformation of service operations identifying & addressing areas for improvement
  • Establish the standards of service operations & ensure they are followed by BPP's IT team
  • Accountable for leading on risk management & exposure, assuring all changes to services into live operations occur in a controlled way to prevent/minimise service impact & financial implications
  • Accountable for leadership expertise on major incident & problem management, overseeing that services are restored ASAP & stakeholders are kept informed during disruption;post-major incidents, direct & lead on root causes & take action to mitigate future outages
  • Provide leadership & direction to developing, implementing & embedding a customer oriented & service delivery ethos
  • Drive improvements in behaviours, performance & service delivery to customers
  • Assume a lead role in service delivery to/engagement with key stakeholders
  • Provide leadership & direction to the IT Service Delivery management structure and associated teams
  • Develop processes, tools & data to ensure resolution of operational issues & service requests based on best practice
  • Deliver solutions for service-related issues to meet operational needs & contractual obligations
  • Integrate Managed Service, End User support, Application support & Supplier Management to improve operational effectiveness
  • Manage significant service events & maintain Business Continuity Plan

Department Technology - Operations
Vacancy location UK

Candidate Criteria

  • Significant experience in a senior service delivery role
  • Strong experience leading technical customer support & service delivery environments with a great record of success
  • Ability to specify systems and processes to ensure effective monitoring, control and support of service delivery
  • Strong experience of driving change within organisations
  • Strong reporting skills in respect of KPIs, SLAs and demand
  • Proven track record in developing business relationships quickly and effectively, and ability to subsequently nurture and maintain them
  • Demonstrable track record of operating at a senior level and contributing to the strategic development of the department
  • Strong organisational and project management skills
  • Knowledge and experience of ITIL / ISO270001
  • Experience managing suppliers and vendors
  • Ability to adopt varied communication styles to suit varied customer and stakeholder interactions (e.g. incident reports, business-focussed updates, business cases, etc.)
  • Strong Project Management skills
  • Experienced in service lifecycle management having clearly articulated long-term development plans for business critical services and in Service Desk management of a large scale organisation
  • Experience in ‘shift left' moving incident resolution towards the user and proactive monitoring tools in minimising calls

Employment Details

Contract Hours 37.50
FTE 1.00
Salary Competitive

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