The Head of Service Management is a senior operational role, working closely with the Extended Internal Tech Leadership team to drive service excellence into all offerings.
This is a crucial role in the evolution of the IT service offering. The scope of the job will be to develop and introduce the Service Delivery function into the Internal Tech department and contribute to the design and creation of inter-departmental governance and processes.
The Service Delivery function will become the champion for operational customer service, concerns, and escalations. They, along with the rest of the department, will need to ensure that the service operates at all times within agreed SLAs.
Define the Internal Tech Service Management approach and operating model
Manage a global Service Management team, consisting of direct reports and dotted line reports (internal and external partners)
Manage the hiring process, training, staff development, and performance management
Develop and enhance an up-to-date Service Management framework based on ITIL, ISO 9-x, and DevOps
Create and manage a unified and flexible service transition framework, working with other members of the Internal Tech
Develop and maintain service documentation
Facilitate a metrics and reporting framework to measure the efficiency and effectiveness of Service Management at Endava
Participate in the corporate risk governance structure
Establish and provide regular reporting on all Service Management KPIs
Interact with related disciplines to ensure the consistent application of policies and standards across all technology projects, systems, and services, including privacy, risk management, compliance, and business continuity management
Oversee and manage Service Improvement initiatives
Qualifications and Experience
10+ years of experience in a Service Management leadership role
Up-to-date knowledge of methodologies and trends in IT Service Management
Good understanding of IT management and processes, specifically ITIL processes
Strategic leader and builder of both vision and bridges with the ability to energize the appropriate communities within the larger ecosystem
Proven people management experience and leadership skills
Experience in leading a team of SDM's
Well-developed influencing skills and powers of persuasion
Experience working with globally distributed teams and acquisitions
Knowledge and understanding of relevant legal and regulatory requirements, such as Sarbanes-Oxley Act (SOX), Payment Card Industry / Data Security Standard.
Knowledge of common risk management frameworks, such as ISO / IEC 27001, ITIL, and NIST
ITIL Certification is required
Excellent written and spoken English