Head of IT Service Management

at  Lancaster University

We are looking for an experienced ITSM professional to lead on IT Service Management activities across Information Systems Services (ISS), and with other Professional Services teams as necessary. The role involves working with teams across the organisation to embed ITSM processes, establish and measuring against benchmarks, and representing the ‘voice of the customer’ in the development and implementation of new services, and identifying and driving forward service improvements.
The successful candidate will have significant experience of managing ITSM activities, of transitioning new services into delivery, of analysing and reporting on service management data, and of working with service delivery teams across a large and complex organisation in order to make tangible changes to improve the customer experience.

REQUIRED EXPERIENCE, SKILLS & ABILITIES :

• Educated to degree level in an IT related subject, or professional experience working in a range of IT related roles providing a breadth of knowledge across IT specialisms (Essential)
• Relevant experience in an IT Service Management (ITSM) leadership role, developing Service Management across a large and diverse organisation (Essential)
• Detailed knowledge of IT Service Management methodologies and experience of managing key processes including request, incident and problem management (Essential)
• Experience of leading, managing, motivating and coaching a service desk or service delivery team (Essential)
• Experience of leading the development, and successful implementation, of highly responsive customer-centric IT services (Desirable)
• Experience of analysing customer feedback and service desk data in order to develop metrics for ITSM oversight, and to make recommendations for service improvements (Essential)
• An understanding of technology issues and the ability to explain technology related issues to a non-technical audience (Essential)
• Experience of negotiating and influencing staff at different levels in order to effect change and improve the customer experience (Desirable)
• Experience of using planning and organisational management tools, aligning the work of the team alongside the priorities and capacity of the organisation (Desirable)
• Excellent written and verbal communications skills, with experience of producing written reports outlining rationale and the case for change in terms of service improvements, and ability to communicate with stakeholders at all levels. (Essential)
• Proven experience of leading and managing the development of ITSM toolsets in response to business need for use across the organisation (Essential)
• Knowledge of IT service provision within Higher Education (Desirable)
• Qualification / Certification in IT Service Management (Desirable)
• Successful completion of leadership and management development training (Desirable)
• A history of personal development across IT services or specifically within IT Service Management, with a commitment to ongoing growth (Essential)
  If interested, apply now and submit your CV alongside a coversheet (Coversheet optional, up to a maximum of two A4 pages.)

• To be responsible for the development of Service Management processes and policies across ISS and working with the wider IT community to ensure the effective provision of support to those who use IT services at Lancaster.
• To develop and implement an IT Service Management strategy, setting the vision and strategy for ITSM, ensuring processes are owned, maturing and focused on delivering excellent customer service.
• To oversee the continuous development of the ISS Service Catalogue, working with others to ensure that new services are adequately documented and transitioned to service delivery.
• To monitor and report on the quality of support and service being provided to those who use services, using agreed KPIs or benchmarking statistics to ensure a culture of continuous improvement.
• To manage the delivery and operations of the ISS Service Desk team.