- Company Name
- Picture More Ltd
- Job Title
- Head of IT Service Delivery
- Job Description
-
**Job Title:** Head of IT Service Delivery
**Role Summary:**
Lead the organization’s IT service delivery function, setting strategy, standards, and performance metrics. Manage incident, request, and problem management across service desk and desktop support teams, ensuring high technical and customer service standards. Serve as the primary escalation point for senior stakeholders, driving continuous improvement, change management, and service continuity initiatives.
**Expectations:**
- Proven experience as Head of IT Service Delivery in a legal or professional services environment.
- Demonstrated leadership and line‑management of IT service teams.
- Strong ITIL knowledge and application of best‑practice processes.
- Established track record in incident and major incident management, escalation protocols, and change management governance.
- Commitment to continuous improvement, training, and proactive problem‑solving culture.
**Key Responsibilities:**
- Oversee organization-wide IT service and support delivery.
- Maintain relationships with senior stakeholders and act as the primary escalation point.
- Lead IT Service Desk and Desktop Support, ensuring effective incident, request, and problem handling.
- Own major incident management, RCA, and continuous improvement actions.
- Manage change management policy, CAB governance, and communications for planned/unplanned changes.
- Develop, maintain, and report on service level metrics, KPIs, and dashboards for senior leadership.
- Define and enforce service delivery standards for modern workplace and office technologies.
- Drive continuous service improvement to enhance reliability and customer satisfaction.
- Oversee IT service continuity, recovery planning, testing, and reporting.
- Develop and manage supplier relationships to ensure SLA compliance.
- Ensure effective service transition for new systems/services into live operation.
**Required Skills:**
- Leadership and line‑management.
- ITIL Foundation and advanced level knowledge.
- Incident, major incident, and change management expertise.
- Escalation and escalation‑protocol design.
- Stakeholder communication and cross‑functional coordination.
- Supplier relationship and contract management.
- Continuous improvement, KPI development, and reporting.
- Training and development of technical, customer‑service teams.
- Familiarity with modern workplace technologies.
**Required Education & Certifications:**
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or equivalent.
- ITIL Foundation certification (additional ITIL Expert or advanced certifications preferred).
- Relevant certifications in change management (e.g., CCM) or service management are an advantage.