Head of IT Service Delivery

Head of IT Service DeliveryJob PurposeAs a member of the IHQ-IT Management Team, the Head of IT Service Delivery is responsible for the effective and efficient provision of day-to-day operational management of all frontline IT services, covering Service Desk, Operations, Service Transition as well as 2nd / 3rd line IT support to all financially dependent territories.The Head of IT Service Delivery will also act as the deputy for the Head of International IT/CIO.Key Tasks and ResponsibilitiesThe key responsibilities of the role are:Leadership of the Service Delivery team· Provide leadership for delivery of 24/7 service operations and KPI compliance.· Establish metrics, KPIs and Service Level Agreements to continually improve the performance of IT Service Delivery.· Manage and motivate a team of 12 staff located across five continents – Europe, Australia, Asia, Africa and South America.Deputy for Head of International IT / CIO· Deputise for the Head of International IT / CIO as required in situations when the CIO is unavailable due to other priorities or absent from the office.Service Strategy and Design· Development and ongoing review of a Service Strategy including sourcing of services/products, Service catalogue Management and Service Level Management (SLM)Service Transition and ITIL Processes· Overall responsibility (delegated to the Service Transition Manager) for the creation, implementation and ongoing review of an overall Service Transition process for all new services required by IHQ and the wider organisation· Overall responsibility (delegated to the Service Transition Manager) for the Implementation and/or refinement of key ITIL processes including Incident Management, Problem Management and Change ManagementSupplier Management· Establish and maintain strong, strategic partnerships with vendors and service suppliersCentral ownership of Incidents and Service Requests· Ownership of all incidents, service requests and change requests logged· Responsible for tracking and progress chasing of incidents to conclusion and in line with agreed SLAsUser Incident and Escalation Management· Management of critical incidents, associated communication with end users (officers and staff) and any appropriate escalations· Provision of regular service performance reports to include incident analysis information and KPIs, highlighting both improved and weak performanceProcesses and Working Practices· Promote and champion the use of industry best practices in the fields of Service Desk support, customer service and Incident/Problem/Change ManagementService Level Management· Own the development of the Service Catalogue including roll out of new services· Agree and review appropriate service level targets to drive quality and consistency of service delivery to IHQCustomer Relationship Management and Service Reviews· Build strong relationships with all departments in IHQ and the Shared Tenant· Conduct service reviews and creating service improvement plans· Review and act on major breaches of service· Build a culture of continuous service improvement for maintaining collaborative relationships with key stakeholders to understand their current (CSAT) and future requirementsReporting Lines – DirectThe role has the following direct reports:· Service Transition Manager· Service Desk Lead· 4 x Zonal CoordinatorsThe role has overall responsibility for a team of 12 staff.Key Working RelationshipsInternal· Global IT leadership· International Secretary for Business Administration (ISBA)· Service Transition Manager· Service Desk Lead· Zonal Coordinators x 4· Applications & Development Manager· Infrastructure, Connectivity and Security Manager· Local IT departments in Supported TerritoriesExternal· 3rd party technology partners and suppliers – e.g. Microsoft, IBM, AWSIf you feel that you're suitable for this Head of IT Service Delivery role, please contact Joe or apply via this job ad.