Ashdown Group have been engaged by a highly successful International organisation who are looking to recruit a Head of Service management. This position will be fully remote working and will have European wide responsibilities.
Reporting to the Group Technical Services Director, the Service Management role is specifically responsible for the L2 Application Support Team and Service, Problem and Major incident management. Additional responsibilities will be providing, continuous improvement, technical assurance, service design and service transition predominantly. It is essential that you are ITIL V3 qualified to practitioner level and have a robust understanding of ITIL frameworks and SLA's. As they are an Internal organisation and this role is responsible for European based teams, it would be highly beneficial if you spoke another European language ,Spanish French, German or Polish would be particularly advantageous.
As a key head of the team, the role is responsible for delivering Service Management across Group Technology and managing and monitoring the delivery of the services. The role involves regular reporting on performance and proactively improving processes to enable the Group Technology to remain the centre of excellence. It also includes being the first point of contact for major incidents and managing root cause analysis, ensuring gaps and vulnerabilities are identified and tracked.
The Head of Service Management will have the following qualifications, attributes and experience:
• ITIL V3 Intermediate or above level
• Broad Technology background
• Basic knowledge of MS Windows
• Work with and comply with corporate Change Control processes
• Strong man management of teams up to 15 in size
• Able to maintain a “can do” and “must do” attitude in spite of obstacles.
• Adaptable and able to embrace change.
• Strong stakeholder management, experience building robust relationships with both internal teams and external third party suppliers
• Excellent communication skills, comfortable presenting and able to engage at all levels.
This is an excellent opportunity to join an international organisation who fully embrace remote and flexible working.