As Head of Incident Mgmt. & Service Ops, you will oversee the operational aspects of IT services with a primary focus on incident management.

• 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

Qualifications

• Educated to degree level or equivalent experience
• ITIL or similar qualification in Service Management

Skills

• 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.
• Excellent communication skills to convey complex technical information to both technical and non-technical stakeholders.
• Understanding and influencing of business strategy, translating this to accelerate the release.
• In-depth knowledge of incident management processes, methodologies, and best practices
• Comprehensive understanding of service desk management, service level management, and continuous improvement practices
• 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.
• Fluent English

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 e-Commerce or similar
• Experience of operating across multiple countries and cultures is desirable, but not essential