Head of Service Operations
Head of Service Operations
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Job Description
Purpose of the role:
- Delivery of the Global Service Operations including key ITIL operational processes and policies (Event Incident Problem Change and Release Service Continuity and Group Service Desk) the IT Risk Framework and the coordination of service continuity.
- Ownership of Global ITSM Tooling (ServiceNow) Responsible for the design and delivery of Service Level Management within the Platform. Demand management for the IAG NOW service for Service Level Management. Identify & assure all technical solutions realise the intended business outcomes evangelise & educate on how the NOW platform can be leveraged and optimized for Service Level Management. Act as the go to SME for all functional and technical aspects of Service Level Management within the IAG NOW Platform.
- Service accountability reporting on compliance with SLAs through the IAG partner landscape. Deployment of activities and operational procedures required to trap and resolve any event ensuring timely and effective communications to all relevant stakeholders.
- Vendor Performance including Contractual Commitments SLAs and OLAs for process lines and Service Commitments for Service Offerings. Identify opportunities to evolve Service Level Management from IT Metrics to Business KPIs to ensure service performance is meaningful to our business over time. Responsible for the effectiveness of Service Level Management within the platform ensuring data reported is accurate and Insights can easily be gained from the data points and measurements implemented.
- Engage with relevant teams and projects to ensure the delivery of required Service Level Management functionality within project timeframes. Identifying and approving all requirements use cases user stories etc. to support new or improving Service Level Management functionality.
Qualifications :
- Strong leadership with a proven ability of influencing and persuading internally and externally.
- Leadership and motivation of virtual teams across different locations and cultures Effective senior stakeholder management balancing and finding compromises between opposing views and opinions
- Understanding and influencing of business strategy translating this to accelerate the release
- Problem solving & and understanding of the broader business context (business acumen) Systematic and rigorous planning of work and priorities
- Flexibility in a rapidly changing and developing environment with the ability to work under pressure Innovation transforming industry trends into practical cost effective secure scalable and supportable solutions
- Proven track record with ServiceNow and able to demonstrate an expert level of technical and functional knowledge of Service Level management within the Now Platform across the ITSM ITAM ITOM Product Lines
- Proven track record of implementation of Service Level Management within the NOW platform enables all aspects of IT service delivery to be measured and reported on; Vendor Performance including Contractual Commitments SLAs and OLAs for process lines and Service Commitments for Service Offerings
- Experience in an enterprise environment with multiple integration points business partnering working as a valued partner with internal and external stakeholders across a diverse stakeholder base delivering a valueadded service to customers
- Demonstrable service management experience and delivery of results in an operational or service delivery role
- 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
- ITIL or similar qualification in Service Management
Additional Information :
Benefits
The chance to enjoy a challenging career in an exciting fastmoving environment in a dynamic industry working in a multicultural environment with great offices in many locations. We aim to provide all our people with a work/life balance as well as the many benefits offered by a global organisation including health insurance pension and performance bonuses
Diversity and Inclusion
IAG Tech is part of the IAG GBS organisation and our people are at the heart of everything we do. We recognise that we can only deliver the required business outcomes if we have a thriving community of technology professionals. Together we strive to become the very best at what we do.
We focus on making Tech a great place to work with a community that we feel proud to belong to. To help make this a reality our people strategy focuses on six key domains: Engagement Talent Management Reward and Recognition Performance Management Learning and Development and Culture.
We understand the importance of Diversity and Inclusion in the workplace to deliver this strategy everyone should feel part of our team. We want to foster an inclusive workplace celebrate individuality and embrace differences so that everyone in IAG Tech can achieve their goals and ambitions regardless of their personal circumstances or background.
As a Group IAG has an ambition that 40 of senior management roles are held by women by 2025. IAG Tech fully supports that ambition and we are working to help make it a reality. With this in mind we have set ourselves the challenging target of recruiting 50 female colleagues by 2030.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
