Head of IT Service Operations

Urenco is a global leader in the production of low carbon energy. We work at the cutting edge of the transition to a sustainable, net zero world.

We’re looking for a Head of I&T Service Operations. Based at our Paddington site, you’ll be responsible for the definition, management, implementation and delivery of I&T Operations and Service Management across the URENCO Group incorporating:
• Delivering iterative Service Strategy and Innovation focussed on how a best in class service IT Operations function works in modern enterprises
• Lead on IT Service Continuity planning and testing with multiple outsourced service providers
• Manage relationships with partners and service providers including contract management and continual service improvement
• Leadership grounded in ITIL / ISO global standards for all I&T operational services
• Stakeholder management specifically in reference to Service Outages, Testing Services and Project Transition to Service
• Service Protection in direct delivery of appropriate vulnerability management, risk management and patching services
• Lead the management and operation of cloud and SaaS based subscription services
• Financial planning for all Operational Services including renewals and upgrades of infrastructure and applications as required
• Accountability for Monthly Global Service Reviews for all suppliers and Governance of Compliance to KPI, SLA, OLA and XLA measures as appropriate
• People management with specific focus on the ability to motivate and harmonise internal and external team members with diverse and conflicting viewpoints
• Deep analytical ability to comprehend the critical elements of any situation, quickly and accurately and to inform sound judgments
• Expressing ideas, plans and vision clearly, under all conditions, to gain acceptance and commitment from others to ideas and projects
• Strong personal impact, drive, enthusiasm, commitment and presence with a high level of IT literacy.
At Urenco we’re committed to giving you opportunities to be your best. If you feel you meet some, but not all of what were looking for, please still apply. We believe in embracing the passion and potential of our people, and to achieve this we offer market leading training and development experiences. Along with the opportunity to be mentored and coached by some of the smartest minds in the industry.

What you’ll do:

• Identify and communicate the actions needed to implement the functions strategy and business plan within the business area or department explain the relationship to the broader organizations mission, vision, and values motivate people to commit to these tenets and do extraordinary things to achieve local business goals.
• Lead, motivate, and matrix-manage the IT Service Delivery team to provide a professional, customer-focused service that meets defined KPIs, SLAs, and agreed costs.
• Manage and report on performance within the department or area of responsibility set appropriate performance objectives for direct reports and hold individuals accountable for achieving them take appropriate corrective action where necessary to ensure the achievement of annual business objectives.
• Monitor and review performance and behaviours within area of responsibility to identify and resolve noncompliance with the organizations policies and relevant regulatory codes and codes of conduct.
• Undertake strategic and tactical risk modelling and scenario planning to support business strategy and to identify and mitigate risk in line with the risk appetite. Advise on operationalizing risk appetite.
• Provide assurance to the business that continuity and recovery plans are in place and effective, working closely with the Resilience and Recovery Lead and the Information Security Team, via regularly scheduled Data Restore, Failover, Disaster Recovery and Cyber Attack tests at all Urenco sites.
• Identify shortcomings in existing business practices, then suggest and implement improvements while developing and delivering projects or a work stream within the organizations change management program. Involves working with guidance from senior colleagues.
• Monitor, review, and highlight any gaps in the performance of a portfolio of suppliers to recommend and ensure delivery of improvements by suppliers or to renegotiate or change contract/supplier.
• Work alongside Site IT Managers and their teams, to deliver a professional, customer focused and high performing IT service that works to a defined service scope and delivers against agreed KPI and SLA targets at an agreed cost.
What do you need to thrive in this role?

• Strong communication and influencing skills with senior management.
• Comprehensive supplier management skills
• Strong negotiating skills
• Broad IM (Information Management/Technology) experience
• Broad Technical services knowledge including Networks, Wintel and application support.
• Substantial IT and business work experience with a broad range of exposure to various technical environments and business segments.
• Must possess very strong business acumen.

What can you expect from us?

More than just a job, we offer a future. More than just a place to work, we provide an opportunity to prosper. As an employee of Urenco you will receive:

• Annual leave of 27 days per annum.
• A generous bonus scheme based on achievement of personal and company objectives.
• A diverse range of family friendly policies. including access to Bright Horizons Back-Up Care, which provides UK employees with emergency care options when regular arrangements fall through.
• A defined contribution pension scheme: contributions start at 4% (employee) and 10% (employer).
• Hybrid Working Pattern: up to two days working remotely on average per week. Flexible start and finish times, with a 1.30pm finish on Fridays.
• Flexible benefits package including life assurance and income protection. In addition, you’ll have an opportunity to purchase additional benefits that suit your lifestyle.
• Paid time off for volunteering.
• The opportunity to join our private medical and dental insurance schemes.
• Education and training we take pride in helping people learn and develop by supporting, accelerating and directing your learning. As well as the completion of mandatory health and safety courses, training packages will be offered to meet your specific needs.

Creating a diverse and inclusive workforce
As a truly global company with a presence in the UK, USA, Germany, and the Netherlands, we know that our individual differences make us stronger. Putting people at the heart of our business, we strive to create an open and inclusive workplace that allows every voice to be heard and diversity to thrive. If you require any reasonable adjustments to the recruitment process, please let our talent acquisition team know.
Because together, we are one Urenco. We are enriching the world. And enriching your future.