Job Description
ITSM / IT Service Management / IT Service Delivery Manager / SDM / Head of IT / SaaS / Devops
One of my clients, based in Worcestershire, are looking for a Head of IT Service Management which can be a great step up or sidestep for someone looking to work for a strong software solutions company.
Responsibilities:
- Solid experience in a Senior IT Service Management role or Senior IT Service Delivery Management role
- Experience of supporting in a Senior IT role a large-scale enterprise SaaS product
- Excellent appreciation of customer service and strategies
- Strong knowledge of technology infrastructure and services
- Strong operations background (ideally held multiple roles)
- Track record of delivering major change programmes (technology, people and process)
- Strong team management experience
- Strong knowledge of ITIL framework and core processes
- Excellent stakeholder management and strong influencing skills
- Knowledge of leading Cloud services (SaaS, IaaS and PaaS)
- Lead and direct teams to make sure that service level agreements (SLAs) in place with both external and internal teams
Essential Skills:
- Responsible for delivering reliable and secure software platform (including service desk, security, infrastructure and DevOps)
- Responsible for customer service quality, principally delivered through the commercial functions in each region, with the commercial functions as major stakeholders
- Experience managing platforms in an AWS environment
- Improving customer service satisfaction through a continuous service improvement process
- Responsible for effective management of the service delivery function
- Pragmatic approach to business standard
- SaaS Product Capacity Planning
- Experience of Service Now and JIRA (desired)
Feel free to get in touch with Tom Faire at Talent International to hear more.
ITSM / IT Service Management / IT Service Delivery Manager / SDM / Head of IT / SaaS / Devops
