Head of Service Governance & Improvement
About The Role
Right across infrastructure, theres a requirement to not only maintain, but also renew and reimagine. Whatever stage youre at in your career, with us youll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.
Where will you be working?
As an organisation, there is little we dont do and plenty to get involved in. Our Group Support roles are vital in making sure we can help over 11,000 people deliver essential infrastructure seamlessly across water, energy, transport and telecom.
Want to come and be a part of it?
In this role, you will be responsible for shaping, embedding and governing a consistent Service Management Framework that ensures services are delivered efficiently, reliably and in line with organisational expectations. You will lead our continual service improvement approach, driving measurable improvements in service quality, performance and operational excellence. Working closely with internal teams and external partners, youll champion best-practice processes, strong governance and a culture of accountability across the service landscape. Youll also oversee key areas including change and release governance, ITSM platform strategy, configuration management and problem management maturity. This is an exciting opportunity to influence service culture at scale and deliver predictable, high-quality outcomes for the business.
Essential Skills & Experience
We offer a range of benefits designed to support your life in and out of work, some of which include;
We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. Were one of the Top 100 UK companies actively supporting and recruiting army veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs.
Our values help to shape our culture and how we work with one another. We recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours.
Its an exceptional time to be a part of M Group.
Please note: Occasionally, job adverts might be closed before the stated closing date. Do apply as soon as possible to ensure your application is considered.
For certain roles, successful candidates will be subject to 3rdparty background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding.
#MGroupG #LI-EO1 INDREG
Right across infrastructure, theres a requirement to not only maintain, but also renew and reimagine. Whatever stage youre at in your career, with us youll have an opportunity to grow and develop. Delivering essential infrastructure services for life, while being safety first, and client and customer centric in a friendly, fun and respectful environment where you are encouraged to thrive.
Where will you be working?
As an organisation, there is little we dont do and plenty to get involved in. Our Group Support roles are vital in making sure we can help over 11,000 people deliver essential infrastructure seamlessly across water, energy, transport and telecom.
Want to come and be a part of it?
In this role, you will be responsible for shaping, embedding and governing a consistent Service Management Framework that ensures services are delivered efficiently, reliably and in line with organisational expectations. You will lead our continual service improvement approach, driving measurable improvements in service quality, performance and operational excellence. Working closely with internal teams and external partners, youll champion best-practice processes, strong governance and a culture of accountability across the service landscape. Youll also oversee key areas including change and release governance, ITSM platform strategy, configuration management and problem management maturity. This is an exciting opportunity to influence service culture at scale and deliver predictable, high-quality outcomes for the business.
Essential Skills & Experience
- Demonstrated ability to establish and embed ITSM processes and governance across multi-supplier environments
- Proven track record of driving service maturity and continuous improvement using insight, data and structured methodologies
- Strong leadership capability, with experience influencing cultural change and embedding accountability across teams
- Skilled in managing internal stakeholders and third-party partners to consistent standards and performance expectations
- Excellent communication skills, with the ability to translate service performance into business-relevant insight
- Strong delivery focus with experience leading large-scale governance or improvement programmes
- ITIL v3/v4 certification (Managing Professional or ITIL Expert preferred)
We offer a range of benefits designed to support your life in and out of work, some of which include;
- Matched or contributory pension scheme
- Online GP service, 24 hours a day, 365 days a year
- Employee assistance programme
- My Rewards portal, access to 1000s of retail discounts
- Life assurance
- Cycle to work, salary finance and give as you earn schemes
- Enhanced maternity, paternity leave and adoption leave
- Reward and recognition scheme
- Company car (or allowance) and fuel card with a range of EV and hybrid vehicles to choose from
- My Car Choice our salary sacrifice EV/ Hybrid car scheme
- Private health care and health care cash plan for you (and your family)
- Discretionary bonus scheme
- 25 days annual leave plus bank holidays
- Recommend a friend get rewarded for introducing people to us!
We want to be an employer of choice and a great place to work, attracting diverse and talented people, who join us and make a difference. Were one of the Top 100 UK companies actively supporting and recruiting army veterans. Our ENABLE inclusion networks bring together people who have a shared passion, to help create an environment where everyone belongs.
Our values help to shape our culture and how we work with one another. We recruit with these values in mind, to ensure your aspirations, and ways of working, align with ours.
- Were responsible and go further for our people, clients, communities and the planet
- Were open and seek new and better ways of exceeding expectations
- Were together and as one team; the whole is greater than the sum of the parts
- Were ambitious and embrace opportunity, to lead essential infrastructure services for life
Its an exceptional time to be a part of M Group.
Please note: Occasionally, job adverts might be closed before the stated closing date. Do apply as soon as possible to ensure your application is considered.
For certain roles, successful candidates will be subject to 3rdparty background checks as part of the hiring process. Some roles require drug and alcohol testing as part of induction and onboarding.
#MGroupG #LI-EO1 INDREG
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