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Head of Digital Services

£(phone number removed)

Hybrid (1-2 days/week in Bristol)

An amazing opportunity to help an organisation to develop their IT Service Management portfolio, including the Service Desk, End-User Support, IT Assets & Logistics and Service Transition functions.
It will require leadership, management and motivation of a busy team of over 100 members of staff.

Main responsibilities:
• Define and develop the IT Service Management Strategy for the organisation, developing and managing underpinning processes and keeping these under constant review for delivery of optimum performance, utilisations, efficiency and cost.
• Report on key data within IT Service Management, ensuring standards in team activities are met by reviewing quality of deliverables and cultivating a service/customer centric culture and instigating appropriate actions where service levels are not met.
• Deal with queries on behalf of the IT Operations Director including more complex queries raising issues of concern where necessary to ensure resolution of problems.
• Responsible for maintaining and driving efficiency from the IT Service Management Operational Budget.
• Lead, manage and motivate a busy team, developing staff using a supportive and collaborative approach, coordinating cross training of staff and ensuring work is scheduled efficiently and resolving any priority conflicts.
• Own and develop a vision and strategy to deliver IT service provision focused on the customer’s experience and satisfaction and lead day to day ITIL operations, ensuring delivery to service obligations.
• Develop, own and lead Incident, Problem, Change Management, Service Design and Transition and Major Incident management processes across all areas of IT.
• Develop and own the Lifecycle plan for IT Services, ensuring plans exist to maintain technical currency, and inputting appropriately into budgeting processes.
• Be a point of contact for the IT Partnership function and escalation point for any concerns or complaints from the user community.
• Drive maturity assessments and improvements across IT Services and provide programme management support for large projects as required.
• Provide audit support including preparation for upcoming audits, hosting auditors and following up on observation and non-conformities for both internal and external audits
• Design effective Service/Operational Level Agreements into contractual relationships and manage these through optimal governance, monitoring and control mechanisms and foster effective relationships to prevent, detect and recover from service failure.
Ideally you will be an ITIL Expert with extensive experience working within an ITIL focussed support environment