Head of IT Service Management

Job not on LinkedIn

🔥 10 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🔴 Lead

👻 Ghost score 11%

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Telefónica Tech

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

🛡️ Insurance

🏭 Manufacturing

Healthcare • Insurance • Manufacturing

Telefónica Tech is a leading company providing comprehensive digital transformation solutions. They offer a range of services including Data & AI, Cyber Security, Cloud, Business Applications, and Modern Workplace solutions. Telefónica Tech works with industries such as Public Sector, Healthcare, Financial Services, Insurance, Manufacturing, and Retail to enhance their digital capabilities and ensure efficient, secure, and innovative operations. The company is committed to corporate social responsibility and employs advanced technology to support resilient, scalable, and secure digital solutions for its clients.

📋 Description

• Lead and develop the Service Desk and Service Management teams • Own ITSM governance across the Shared Managed Services business • Ensure alignment with ITIL best practices and organisational standards • Oversee Incident, Major Incident, Problem, and Change Management functions • Drive SLA achievement, customer satisfaction, service availability, and operational excellence across managed service contracts • Act as the senior escalation point for critical incidents and significant service issues • Lead automation, efficiency, and continual service improvement initiatives • Build and maintain relationships with customers, suppliers, and senior stakeholders • Balance customer, operational, and commercial priorities • Improve contractual SLA and KPI performance, CSAT, service availability, first contact resolution, major incident recovery, change success, and service risk management • Report directly to the Director of Managed Services

🎯 Requirements

• Significant leadership experience within an IT Managed Services environment • Proven track record leading Service Desk, Incident, Major Incident, Problem, and Change Management functions • Experience managing multi-customer managed service contracts and delivering against agreed SLAs and KPIs • Experience driving ITSM governance, service improvement, and operational excellence • Strong hands-on experience with enterprise ITSM platforms, including ServiceNow • Expert knowledge of ITIL-based Service Management practices, governance frameworks, and continual service improvement methodologies • Excellent stakeholder management, communication, and leadership skills • Strong analytical and decision-making capability with sound commercial awareness • ITIL 4 (or above) Managing Professional (MP), ITIL Expert, or equivalent advanced IT Service Management qualification required • Equivalent demonstrable senior Service Management leadership experience may be considered where supported by significant practical achievement • Proven experience applying ITIL practices across Service Desk, Incident, Major Incident, Problem, Change, and Continual Service Improvement disciplines • Ability to successfully attain and maintain Security Check (SC) and Non-Police Personnel Vetting Level 3 (NPPV3) clearance • Successful completion of role-relevant background screening or security clearance may be required for specific customer assignments • Desirable: experience leading automation, transformation, or service modernisation programmes • Desirable: experience delivering executive governance reporting • Desirable: experience in large-scale outsourced or enterprise Managed Services environments • Desirable: ITIL 4 Strategic Leader certification • Desirable: leadership or management qualification such as ILM or CMI • Desirable: Lean, Six Sigma, or Service Improvement certification

🏖️ Benefits

• Inclusion-focused workplace and commitment to equity • Accessible hiring practices • Employee Resource Groups, including Diversity and Inclusion, Telefónica Tech Pride, Neurodiversity, ELEVATE, and Sustainability • Occasional travel to customer and company locations may be required • Global, diverse working environment with colleagues across 60+ nationalities