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Head of Enterprise Service Management
2 months ago
We are seeking an experienced and skilled professional to lead our Enterprise Service Management function. As the Head of Enterprise Service Management, you will be responsible for overseeing the strategic and operational delivery of our service management functions, ensuring best practice and a high standard of service delivery.
Key Responsibilities- Develop and maintain the strategy and vision for Enterprise Service Management, ensuring alignment with business objectives.
- Collaborate with technology and business stakeholders to deliver the roadmap of activities to support the strategy.
- Ensure all critical business and customer services are available and performing to agreed service level agreements, by adopting full stack monitoring, service recovery, and restoration processes.
- Lead the Service Management components of the Technology Infrastructure Disaster Recovery Plan, with a service continuity plan in place.
- Manage operational performance of major 3rd party vendors related to an agreed SIAM discipline.
- Ensure that new technologies introduced are fit for purpose, integrate with existing environments, and are operationally and commercially sustainable.
- Spearhead the operation of service management for all accountable domains, inclusive of upskilling, cross-skilling, and training of staff to deliver to the agreed business SLAs.
- Accountable for approval of changes to service offerings to continually improve operational excellence, supplier invoicing reviews, and approval endorsement.
We are seeking an individual with a demonstrated history of influencing stakeholders at the executive level. You will collaborate with the Executive Leadership Team to design, build and run Workplace Platform solutions. You will be able to create a business presence for the team and services by being able to communicate across all levels of the organization.
- Extensive experience in managing large, complex, and critical IT environments in a 24/7 capacity.
- Demonstrated IT leadership experience in transforming teams to deliver service management to agreed service level agreements.
- Strong background in service delivery models and managing 3rd party outsourced services under a SIAM model.
- Hands-on experience in the design, implementation, and support of Service Now platform, for CMDB, Asset Management, Service Monitoring, and Capacity Management solutions.
- Background in Vendor/Supplier management, contract and relationship management with the ability to collaborate with strategic partners.
- Proven initiative through effective problem management with demonstrable improvements, e.g., reduction in incidents, improved SLA, improved availability, and reliability.
- ITIL certification is advantageous as is an understanding of how SAP is utilized in an enterprise.
- Excellent management of high-volume incident and change request requirements.
