Shared Services Connected Limited (SSCL) is thrilled to announce an exciting opportunity for a Head of Service Management to join our newly formed Service Delivery Department within IT, reporting into the IT Service Management Director. If you’re passionate about making a meaningful impact, this role is your chance to shine!

Your mission: to ensure outstanding service to our valued customers and internal users. With your expertise in ITIL deployment and Maturity, gained from a previous role in a similar outsourced IT service business, you’ll play a pivotal role in optimising our business-as-usual IT functions. Your proven ability to communicate effectively with all levels of management and staff, as well as your track record in influencing and persuading, will be assets as you drive and manage change in our complex organisation. Join us in shaping the future of service delivery in IT and make a real difference at SSCL.

We can offer great career progression opportunities, ability to be based anywhere in the UK, benefits which you can flex to meet your needs and training and development opportunities.

• Lead and empower a team of Service Delivery managers in the effective delivery of all IT services.
• Maintain and develop relationships with key business and customer teams.
• Accountable for the supplier management of our 3rd party support contracts, assisting with the procurement and ensuring SSCL achieved Value for money through the services.
• Oversight of key ITIL Processes such as Incident, change and problem management.
• Working with customers at all levels to drive Service management to onboard and off board SSCL contracts.
• Chairing Service Management meetings and leading individuals, acting as an exemplar leader in line with the highest people and corporate standards.

• Generally, we would expect the individual to operate at a SFIA Level 5 responsibility; Initiate, influence and can demonstrate these skills through a role or roles delivering IT services in a muti sector environment:
• Adopts a structured approach to implementing and documenting audit fieldwork, following agreed standards – SFIA Audit AUDT Level 3
• Provides advice and guidance on the planning, design and improvement of service and component availability – SFIA Availability Management AVMT Level 5
• Selects and applies non-standard business intelligence tools and techniques to provide insights and aid decision-making. Selects, acquires and integrates data for analysis – SFIA Business Intelligence BINT Level 4
• Develops the organisation’s approach for service acceptance, is responsible for the transition process and defines the acceptance criteria for service transitions – SFIA Service Acceptance SEAC Level 6
• Establishes and maintains operational methods, procedures and facilities and reviews them regularly for effectiveness and efficiency – SFIA Service Level management SLMO Level 5
• Assures that the security, usability and accessibility requirements have been met and that required practices have been followed – SFIA User Experience Evaluation USEV Level 5