Head of Service Management

at  Rowden

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Rowden Technologies is an ambitious, fast-growing technology company based in Bristol. We exist to ensure that those who make the world a safer place benefit from the best in technological innovation. We design and integrate systems, and research and develop technologies that enable the armed forces, security agencies and first responders to do their jobs more effectively.
We are seeking a dynamic and visionary Head of Service Management to join our growing team. This role will lead the development and execution of Rowden’s Service Management strategy, ensuring the delivery of high-quality services that build on a foundation of strong service delivery. This is an exciting, multi-faceted role, that will involve both internal and customer facing engagement. We are seeking someone passionate about using best-in-class tooling to set new standards of excellence for the management of cloud platforms and deployed IT systems. The varied nature of the work will suit someone with a ‘consultant skill set’; the ability to rapidly assess customer requirements, synthesise new information, and create bespoke solutions that benefit from a centralised and holistic approach.

KEY AREAS OF RESPONSIBILITY

• Establishing and leading Rowden’s Service Management function.
• Defining Rowden’s service strategy and service design roadmap.
• Developing and implementing a comprehensive Service Management framework, including processes, tools, and automations.
• Driving an holistic approach to Service Management, which integrates key ITIL processes (incident, problem, asset, change, release & configuration management).
• Building and mentoring a high-performing Service Management team, providing guidance, training, and support to ensure they are equipped to deliver exceptional service.
• Transitioning Rowden’s existing bespoke service support to the new integrated framework.
• Championing innovation within Service Management, continuously seeking opportunities for improvement and driving the adoption of best practice.
• Fostering strong relationships with internal and external stakeholders, while communicating clearly and effectively.
• Ensuring services are delivered in compliance with industry standards and regulatory requirements, maintaining high quality and reliability.

KEY SKILLS, EXPERIENCE, AND BEHAVIOURS

• Experience of leading a Service Management function, or significant experience of leading Service Management transformation programmes.
• A track record of building successful teams and enterprise level processes.
• Experience working in a customer facing role.
• The ability to develop and implement strategic plans for service management.
• Excellent verbal and written communication skills, with the ability to engage and influence stakeholders at all levels, both internally and externally.
• Strong analytical abilities and a methodical approach to problem-solving, able to tackle complex challenges effectively.
• Flexible and resilient in the face of change, with the capacity to lead through uncertainty and maintain focus on objectives.
• A forward-thinking approach, open to exploring new ideas and technologies to improve service delivery and management practices.

• You are a self-starting, driven individual who excels at building systems and teams.
• You thrive working alongside customers to provide exceptional levels of service.
• You are a strategic thinker with a passion for service excellence and the ability to transform ‘as is’ to best-in-class.
• You are passionate about new technology and thrive in innovative and technical environments.
• You are willing to embrace significant uncertainty and deliver meaningful change.
• You are comfortable communicating with people at all levels of the business and with varying degrees of technical expertise