Team and Job Purpose

• The purpose of the team is to ensure effective, high-quality, and efficient technology service delivery that aligns with organisational goals. This includes developing strategic visions, monitoring performance, liaising with stakeholders, managing risks, and maintaining service documentation.
• The purpose of a role is to ensure the strategic and operational effectiveness of technology service delivery within an organisation. This includes driving continuous improvement, leading and developing the team, ensuring service performance, facilitating communication with stakeholders, managing risks and compliance, and maintaining accurate service documentation to support organisational goals.

Principle Accountabilities

• Develop and execute the strategic vision for technology service delivery, ensuring alignment with organisational goals and driving continuous improvement in service quality and efficiency.
• Lead and mentor the Technology Services delivery team, fostering a culture of excellence, professional growth, and inclusivity, ensuring all team members are equipped with the necessary skills and resources to deliver exceptional IT services.
• Monitor, analyse, and report on service delivery performance against defined SLAs and KPIs, implementing quality assurance processes and driving ITIL-based problem management to eliminate repeat issues and ensure root causes are addressed.
• Act as the primary liaison between IT and business stakeholders, ensuring effective communication in service reporting and maintaining a clear understanding of business needs to support organisational objectives.
• Oversee the identification and mitigation of risks related to technology services, ensuring compliance with relevant policies, regulations, and industry standards, and maintaining disaster recovery planning for all business-critical applications.
• Develop and maintain all service definitions, service catalogues, and work orders, partnering with the Technology Services Finance Business Partner to generate new work-orders and renewals, ensuring continuous alignment with organisational and stakeholder needs.

Experience and Skills

• Experienced in developing and executing a forward-thinking strategic vision for technology service delivery whilst ensuring alignment with organisational goals and needs, and drive continuous improvement in service quality and efficiency.
• Demonstrates strong leadership and mentoring to the Technology Services Delivery team, fostering a culture of excellence, professional growth, and inclusivity, ensuring all team members are equipped with necessary skills and resources.
• Proficiency in IT Service Management (ITSM) principles and practices, with a strong emphasis on ITIL-based problem management with considerable experience in developing and maintaining service definitions, service catalogues, and work orders, partnering with finance teams to generate new work-orders and renewals.
• Proficient in monitoring, analysing, and reporting on service delivery performance against defined SLAs, KPIs and implementing quality assurance processes.
• Highly experienced in liaising between IT and business stakeholders, ensuring effective communication in service reporting with Commercial awareness of delivering services and cost modelling.
• Well versed in the identification and mitigation of risks related to technology services.
• Strong understanding of current and emerging technologies and their potential impact on service delivery with experience with cloud services, cybersecurity, and modern IT infrastructures being advantageous.
• At least five years of experience in leading IT teams, managing IT service delivery, and implementing ITIL-based practices to drive service improvement.

Education and Qualifications 

Essential

• Awareness of ITIL Processes

Desirable

• All or another SCI core languages (French, Spanish Arabic)