Head of Service Management

Summary

Join Livestock Information Ltd as the Head of Service Management and lead our IT Service Management (ITSM) practices, ensuring alignment with ITIL V4, ISO 20000, and ISO 27001 standards. Oversee Service Design, Service Transition, Continual Service Improvement (CSI), Live Support, and third-party vendor management. Act as a strategic leader, ensuring IT services are designed, transitioned, managed, improved, and secured in alignment with business objectives and security standards. Develop and implement a comprehensive ITSM strategy. Manage the Service Support Manager and oversee relationships with IT service suppliers. Ensure ongoing compliance with relevant standards and collaborate with various stakeholders. Lead, mentor, and develop the Service Management team. This is an 18-month fixed-term appointment with the possibility of permanency.

Requirements

• Proven experience managing Service Management delivery within an Azure environment
• Demonstrable experience of managing third-party vendors and ensuring their compliance with IT and security standards
• Experience of managing a team across the ITIL lifecycle
• Excellent communication and collaboration skills
• Ability to work in a fast-paced, energetic environment
• ITIL V3 Expert
• V4 Managing Professional
• ISO 20000 Practitioner
• ISO 27001

Responsibilities

• Developing and implementing a comprehensive ITSM strategy that aligns with ITIL V4, ISO 20000, and ISO 27001 standards, supporting the organization's strategic goals
• Overseeing the design and transition leads in the delivery of new and changed IT services, ensuring they meet both business needs and security requirements
• Supporting the CSI Manager in processes to identify and implement improvements across IT services, focusing on efficiency, effectiveness, customer satisfaction, and security enhancements
• Managing the Service Support Manager in the delivery of high-quality live support services, ensuring adherence to SLAs while maintaining compliance with security standards
• Overseeing relationships with IT service suppliers, ensuring their services meet our quality and security standards in line with all contractual requirements
• Ensuring ongoing compliance with ITIL V4, ISO 20000, and ISO 27001 standards, conducting and supporting regular audits and assessments to drive continuous improvement
• Collaborating with business leaders, IT teams, external partners, and suppliers to align IT services with business and security expectations
• Leading, mentoring, and developing the Service Management team, promoting a culture
• You may be required to undertake other duties assigned by your line manager as appropriate

Benefits

• A fully remote and flexible working set up
• 33 days annual leave, inclusive of Bank Holidays
• 4 x annual salary Life Assurance
• Market leading pension scheme through Legal & General
• Enhanced Family Friendly Policies
• Excellent learning, training, and career development opportunities
• 24/7 access to our Employee Assistance Programme
• A diverse and inclusive culture where everyone is respected and valued