Head of Incident Management & Service Operations

Head of Incident Management & Service Operations - Hybrid, London based

A Head of Incident Management & Service Ops opportunity working for a FTSE 100 business who has begun one of the biggest technology transformation programmes in Europe. Working for this global organisation, you will play a pivotal part in the digital transformation of the technology solutions and technology led services the business provides to their customers.

Purpose of the role

You will be responsible for leading and managing the processes, teams, and technologies that ensure the effective resolution of incidents, the delivery of high-quality IT services, and the continuous improvement of operational processes. This will involve:

• Delivery of the Global Operations Centre and key ITIL operational processes (Event, Incident, Problem, Change and Release, Service Continuity), the IT Risk Framework and the coordination of service continuity.
• Ownership of all ITIL processes across service operations delivery including event, incident, problem and change, ensuring flawless service delivery (including the Global IT Operations Centre and associated tooling)
• Service restoration for all incidents and degradations in service, reporting on compliance with SLAs. Deployment of activities and operational procedures required to trap and resolve any event, ensuring timely and effective communications to all relevant stakeholders.
• Operational command and control of Change Management execution, working closely with the Head of Problem & Service Management and the Head of Service Delivery & Regional IT

Experience

• Senior level IT leadership, gained in a complex global organisation.
• Substantial experience in IT service management, including incident management, service desk operations, and service level management.
• Hands-on experience in managing and coordinating incident responses, including major incidents.
• Proven ability to lead and motivate teams, improving quality and efficiency in a collaborative environment, with experience of building and managing operational and infrastructure teams.
• Senior business partnering, working as a valued partner with senior stakeholders and strategic third parties across a diverse operation. In particular strong communicating & influencing skills (with an operational and / or service delivery bias)
• Experience in managing budgets and making financial decisions related to incident management and service operations Extensive Operational management experience of a shared services operating model.
• Proven understanding of the operational and technical architecture underpinning the IT service landscape in high volume mission critical eCommerce or similar
• Experience of operating across multiple countries and cultures is desirable, but not essential