Head of IT Service Management

Job Description

Job Title: Head of IT Service Management

Location: Warton. We offer a range of hybrid and flexible working arrangements – please speak to your recruiter about the options for this particular role.

Salary: £80,100+ depending on skills and experience

What you’ll be doing:

• Define and implement a comprehensive IT service management strategy aligned with business goals
• Lead and manage a team of service management professionals, including service desk, incident, problem, service design, and transition specialists
• Oversee service operations, ensuring efficient incident and problem resolution, high service availability, and user satisfaction
• Select, implement, and manage IT service management tools to optimise processes and workflows
• Drive continuous improvement initiatives to enhance the maturity and effectiveness of service management practices
• Establish and maintain service level agreements (SLAs) with internal and external stakeholders
• Provide expert guidance and recommendations on service management best practices to product teams as they design, build, and implement new or updated products to the IT environment

Your skills and experiences:

• Proven experience in IT service management, ideally with a recognised certification (ITIL, ITSM, SIAM)
• Knowledge of industry best practices and emerging technologies in IT service management
• Strategic thinking: Aligning IT service management with business goals
• Leadership: Building and motivating a high-performing service management team
• IT Service Management (ITSM) and Service Integration and Management (SIAM) knowledge
• Deep understanding of frameworks like ITIL and ITSM best practices
• IT and business stakeholders engagement and management

Benefits:

You’ll receive benefits including a competitive pension scheme, enhanced annual leave allowance and a Company contributed Share Incentive Plan. You’ll also have access to additional benefits such as flexible working, an employee assistance programme, Cycle2work and employee discounts – you may also be eligible for an annual incentive.

The Service Management Strategy team:

In this dynamic role, you will be at the forefront of shaping and implementing a cutting-edge IT service management strategy that directly aligns with our business goals. As a leader, you’ll inspire and guide a talented team of service management professionals, driving excellence in service desk operations, incident and problem resolution, and service design. Your expertise will ensure smooth IT operations, delivering exceptional user satisfaction and service availability. You’ll have the opportunity to select and manage innovative IT service management tools that streamline processes and workflows. With a focus on continuous improvement, you’ll lead initiatives that elevate our service management practices, while establishing robust service level agreements (SLAs) with key stakeholders. Join us in transforming our IT services and making a lasting impact!

Why BAE Systems?

This is a place where you’ll be able to make a real difference. You’ll be part of an inclusive culture that values diversity, rewards integrity, and merit, and where you’ll be empowered to fulfil your potential. We welcome candidates from all backgrounds and particularly from sections of the community who are currently underrepresented within our industry, including women, ethnic minorities, people with disabilities and LGBTQ+ individuals. We also want to make sure that our recruitment processes are as inclusive as possible. If you have a disability or health condition (for example dyslexia, autism, an anxiety disorder etc.) that may affect your performance in certain assessment types, please speak to your recruiter about potential reasonable adjustments.

Please be aware that many roles working for BAE Systems will be subject to both security and export control restrictions. These restrictions mean that factors including your nationality, any previous nationalities you have held, and your place of birth may limit those roles you can perform for the organisation.

Closing Date: 13th November 2024

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

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