Head of Service Operations

Role: Global Head of Service Operations

Location: Manchester - Hybrid, 3 days per week in office

The Escode Division

Escode, a global leader in software escrow solutions, is dedicated to protecting businesses from unforeseen disruptions. We ensure that business-critical software applications and source code are safe, secure, and always available. As a trusted intermediary for some of the world’s best-known brands, we safeguard access to vital code and digital assets, ensuring business continuity and the protection of software investments.

With over 40 years of experience, Escode pioneered the software escrow category in 1988, recognizing the growing technology dependence of businesses and the need for a safety mechanism. We are proud to set industry standards and shape its direction, providing unparalleled expertise and reliability. Learn more about Escode: https://www.escode.com/

Take a look at our website here to learn more about Escode: https://www.escode.com

The Opportunity:

As Global Head of Service Operations, you will be responsible for the day-to-day management of IT Service ensuring that Escode employees receive a high standard of service and support.

The Global Head of Service Operations will also be responsible for long term planning, training, and implementation of support provision. You’ll also have line management responsibility for Service Management/EUC pillar.

Key Accountabilities:

• Creation, update and potential retirement of all ITSM and IT Security policies & underlying processes.
• ITDR Plans and Business Continuity
• IT Service KPIs, creation and distribution of KPI reports
• Reactive root-cause analysis & pro-active trending to reduce further incidents
• Co-ordination of all IT communications
• New or upgraded services are brought onboard smoothly with the correct technical and user documentation and extended early life support
• All EUC including annual hardware refresh program
• Software license management & renewals
• Supplier management and IT procurement
• Contribute to project management and roadmap tasks.
• Act as the IT/Business interface, including attending senior management team meetings across all of Escode
• Data driven, use data to improve the IT Service and strategic direction.

Minimum Requirements:

• You must be willing to travel to Escode office locations globally and stay away from home on occasion.
• Ability to effectively prioritise and execute tasks in a high-pressure environment.
• Excellent communication, presentation and interpersonal skills.
• Ability to manage projects, delivering to tight timescales
• Proven experience of training, coaching and motivating staff
• Ability to provide clear technical/process documentation
• Knowledge required for the role:
• Clear understanding of network security
• Understanding of WAN and LAN technologies
• Competent in Microsoft Active Directory & Azure environments
• Understanding of Microsoft Power Platform

Previous experience of:

• Being in a leadership role within a technology function that delivers technology services to a global business.
• Leading a multi-disciplinary IT function or similar senior leadership role.
• Direct line management of technical resources and being able to bridge the gap between technical and non-technical colleagues across the business.
• Data governance standards, controls and GDPR requirements and how they are factored into design activity.
• EUC administration of a Windows Domain
• Effective Problem, Incident and Change Management
• Asset and configuration management including ownership of a CMDB
• Developing and maintaining Continual Service Improvement process
• Developing excellent Customer Service Management

Behaviours:

• Focusing on Clients and Customers
• Being Inclusive and Respectful
• Enabling Performance
• Delivers Brilliantly
• Always Learning

About your application

We review every application received and will get in touch if your skills and experience match what we’re looking for. If you don’t hear back from us within 10 days, please don’t be too disappointed – we may keep your CV on our database for any future vacancies and we would encourage you to keep an eye on our career opportunities as there may be other suitable roles.

If you do not want us to retain your details, please email global.ta@nccgroup.com. All personal data is held in accordance with the NCC Group Privacy Notice. We are committed to diversity and flexibility in the workplace. If you require any reasonable adjustments to support you during the application process, please tell us at any stage.