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Global Recruitment Services for Telecoms & IT Professionals

Head of European IT Service Delivery

Reference: J476
Sector(s): Information Technology
Salary: Salary negotiable
Town/City: Milton Keynes
Contract Type: Permanent
Date Posted: 10/08/2018 10:23:00
Description

Head of European IT Service Delivery

Our customer with multiple European offices are searching for a Head of European IT Service Delivery to join their
exciting and expanding team. The desired candidate will take ownership of the IT Services and support technology
across all regions and drive strategic change and innovation initiatives. You will also be responsible for ensuring a
consistent and strategic approach to delivering End User Support, infrastructure services, security and compliance
control mechansims and service delivery governance ((Incident, Event, Problem and Change Management,
Minimum Control Framework & Group Security controls)

Responsibilities:

Ownership of the European service delivery model and processes ensuring that they are fit for purpose and are being followed to ensure delivery of the services as agreed
Ownership of the key governance processes such as MCF, Group Security Controls, and Change Management, supplier management
Work with the support team managers to drive strategic change and innovation initiatives
Ownership of operational Service Delivery processes including the are fit for purpose and consistent wherever possible, such as Incident Management and CSIP
Act as an ultimate escalation point for Incident Management issues (although these should be owned and managed by the teams), problems and CSIP across the support teams and with support partners. Leading Senior Managers and Managers to troubleshoot areas of poor performance and identify strategies/solutions to resolve both immediate and long term issues
Resource, manage and develop technical and non-technical teams; Succession planning throughout the department
Direct management of the team including objective setting, appraisals, personal development etc.
Manage key internal and external relationships with stakeholders for this role :

Experience required

Experience of creating and leading high performing Service Delivery Teams.
Strong experience of ITIL service management processes.
Strong communication and influencing skills at all levels, demonstrating deep subject matter expertise balanced with pragmatic understanding of business need/priorities.
Capacity to maintain good relations while providing the feedback required and maintaining the necessary level on professional independence.
Ability to effectively plan/manage/prioritize work to meet objectives of multiple or competing priorities.
Self-starter; highly skilled and hands on in both creating clear strategies and plans and delivering practical, pragmatic actions, with minimal guidance.
Ability to work collaboratively with all levels of the international matrix structure and across different cultures, gaining colleague engagement.
Skilled in solution generation - with a positive 'can do' attitude and approach to overcoming obstacles.

Full job description available upon application