Job Title

req2561If you are interested in applying for this job, please make sure you meet the following requirements as listed below.Posted: 14/02/2025 - Application Deadline: 28/02/2025Role Overview:The Group IT Head of Service Operations will oversee several key functions within the IT department, ensuring the delivery of high-quality service and support to end users.The post-holder will be responsible for aligning all teams towards meeting customer satisfaction targets and SLAs while adhering to ITIL policies and processes. They will drive strategic initiatives, foster innovation and ensure continuous improvement (CI) in service delivery.Your objectives and responsibilities will focus onEstablishing a global, round-the-clock service desk, incorporating service portal automation and a chatbot interface to enhance service efficientlyDevelopment and implementation of IT & IS service delivery strategies aligned with the goalsOversight of the procurement function of Global IT Services from third parties, optimising costs, and holding partners accountable for their contractual obligationsServing as the primary contact for G3 regarding IT compliance, leveraging Security Operations governance to ensure all compliance standards are met and maintainedIdentifying and mitigating risks related to IT service delivery and IT service support across the departmentOversight of the Security Operations team, ensuring they are equipped to handle security incidents and threats around the clockDeveloping and managing the IT budget, ensuring expenditures remain within the allocated budget while seeking optimisation opportunitiesEnsuring the effective management of IT services, including Incident, Problem, Change, Asset, Knowledge, Service Desk, Security Operations and ITSM toolingYour previous experience is likely to include.Leading and developing high-performing, global and multicultural teams to implement efficient processes and drive CI in IT service managementExtensive experience and proven ability to manage complex projects and drive strategic initiativesExtensive experience in IT security operations and incident management, with a strong focus on safeguarding organisational assets and ensuring compliance with industry standardsManaging services within a complex and global stakeholder environmentConducting risk assessments and responding swiftly to security incidentsLeading cross-functional teams to mitigate threats, manage vulnerabilities and maintain a secure IT environmentSuccessfully managing extensive IT operations and service delivery functions, consistently meeting or exceeding performance targetsActing as a technical recovery manager for major incidentsTo be successful in this role you willDemonstrate Company Core Values at all timesDemonstrate a proven ability to inspire, lead and develop high-performing, diverse and multicultural teams to achieve common goalsDrive global change management processes and ensure widespread adaption, leading organisational transformation and aligning initiatives with long-term strategic objectivesHave a sound understanding of project management methodologiesBe analytical thinker and problem-solverBe able to forecast financial needs and develop, manage and optimise a large, complex budgetExhibit a continuous improvement, strategic and innovative mindsetPossess excellent communication, interpersonal and influencing skillsEfficiently manage workloads by prioritising and addressing requests or incidents based on their urgency and age, while consistently keeping end users informed and updated#J-18808-Ljbffr