Head of Service Management - Chaucer Group - #2133863

The role reports into the Group CTO and will be accountable for overseeing the Service Management functions within the Chaucer Technology Group (CTG). This role leads a key department as part of the evolution of the operating model and is instrumental in modernising the ways of working.

This role requires a strategic thinker with a Service Management background and proven leadership skills. The role has overall accountability for the Service Management vision and roadmaps that support and advances the company's business objectives. It also involves leading and mentoring a team of Service Desk, End User Computing, Service Delivery and ITSM Service technicians, and collaborating with cross-functional teams within a matrix organisation. They will lead Service Management resources (internal and 3rd party) across multiple Service Management teams, ensuring that business and technology requirements are both delivered and are aligned.

Service Excellence and inter-group delivery is at the core of the function, providing first rate support, communications and technical change management across our global CTG service model. Leadership, underpinning governance and ITGC management across our technology estate will also be monitored, maintained and supported though the Service Management function.

Job Description

1. Develop and communicate the overall Service Management strategy and long-term vision for CTG, ensuring it aligns with the company's broader business goals.
2. Design, implement, and maintain the service management framework, including policies, processes, service operation procedures, in alignment to best practices.
3. Manage strategic relationships with internal business stakeholders and external service providers to ensure alignment on service requirements and performance
4. Identify risks associated with new tools, processes and ways of working and establish procedures to mitigate those risks
5. Oversee the entire service lifecycle, including strategy, design, transition, operation, and continual service improvement
6. Ensure service level agreements (SLAs), operational level agreements (OLAs), and key performance indicators (KPIs) are defined, monitored, and met or exceeded across all commissioned services
7. Protect and govern CTG managed production systems though robust and auditable technical change control, release management, event management and documentation.
8. Provide front line support and communications across CTG delivery to the business and stakeholders.
9. Structure and support all audit activity and risk mitigation responsibilities across the Service Management, Level 1/Level 2 support and request fulfilment duties.
10. Being an active member of the Technology Leadership team

Leadership and Strategy:

1. Demonstrates a high level of self-awareness through a commitment to continuous, personal improvement and learning
2. Demonstrates high personal resilience and ability to adapt to change
3. Builds effective teams, coaches and mentor’s people
4. Translates organisational vision through effective goal setting and strategic planning. Able to think creatively and innovatively
5. Understanding of the way the business works and displays knowledge of the external marketplace, to drive the business forward
6. Striving to build key relationships and showing ownership of targets; focusing on results
7. Develop and execute the Service Management strategy in alignment with the company's overall objectives.
8. Provide visionary leadership to the Service Management teams.
9. Create and maintain a culture of Service Management excellence in the company
10. Ensure that the team is working efficiently and effectively, bringing an Agile mindset, adapting to changing circumstances while working within the organisational constraints of budget, resource whilst adhering to quality standards
11. Motivate the team to deliver the best services possible, and take accountability for the teams’ actions and decisions
12. Set clear goals, foster a culture of ownership and collaboration, and provide opportunities for continuous professional development

Technical Delivery Management:

1. Oversee the Service Management delivery, planning and execution of all IT Service Management across Chaucer. Ensure work is completed on time, within budget, and to the highest quality standards.

Technical Oversight:

1. Provide Service Management guidance and support to the Service Management teams. Ensure the adoption of best practices and the latest technologies. Ensure standardisation, simplification and effectiveness across the technology value chain

Vendor Management:

1. Manage, support and audit the onboarding/offboarding of third-party providers inline with best practice.
2. Monitor and review Service Management vendor performance against agreed KPIs and metrics
3. Complete regular governance meetings with vendors to review performance
4. Ensure compliance with industry standards and regulations

Stakeholder Engagement:

1. Collaborate with key stakeholders, including senior management, clients, and partners, to understand their needs and ensure successful product outcomes.

Risk Management:

1. Identify and mitigate risks associated with Service Management activities.
2. Implement robust processes and controls to ensure compliance with industry standards and regulations.

Performance Monitoring:

1. Establish and monitor key performance indicators (KPIs) to track the success of Service Management initiatives. Continuously seek opportunities to improve efficiency and effectiveness.

Skills and Competencies