Head of Service Management - IT & Digital
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Qualifications and Experience:
Essential:
- An IT and /or Digital related qualification ideally at a Degree level, or demonstrable specialist skills in an IT, Digital and cloud based environment;
- ITIL or alternative Service Management qualification/s.
In addition, must demonstrate proven experience and ability to:
- Lead, implement and manage teams within a cloud based service model;
- Lead and manage technical support functions;
- Experience of implementing Service Management processes and governance structures in line with good practice frameworks (e.g. ITIL);
- Communicate effectively with key executive level stakeholders;
- Effectively manage a large team of Service Management professionals;
- Effectively negotiate Service Level Agreements with stakeholders internally and externally;
- Effectively manage a wide range of technology and support contracts;
- Effectively manage budgets, including complex cloud based billing models;
- Solid understanding of IT Service Management processes;
- In depth understanding of the implementation and management of cloud based services;
- In depth understanding of ITIL processes and experience of effective implementation of them;
- Broad understanding of information and digital technologies (e.g. applications, infrastructure, end-user devices);
- Understanding of financial management, including cloud based service billing;
- Understanding of supplier and contract management;
Desirable:
- Understanding of project management methodologies (e.g. PRINCE2);
Skills:
Essential:
- Demonstrable leadership ability in a complex and constantly evolving IT & Digital and cloud based service environment;
- Excellent communication skills and the ability to confidently interact and empathise with the executive team and colleagues alike;
- Excellent presentation skills and the ability to effectively articulate an outcome in the context of Policing;
- The ability to cope and work under significant pressure;
- The ability to effectively manage the often competing demands and priorities of key stakeholders;
- Ability to work and collaborate effectively with suppliers;
- Strong problem solving skills;
- Ability to gather and assimilate information quickly and understand it’s impact;
- Demonstrable ability to listen, receive feedback, evaluate feedback and act on it as required;
- Able to delegate where appropriate;
- Ability to develop other team members;
- Ability to translate the Force’s vision into IT & Digital’s vision, objectives and programmes of work;
- Experience of leading Service Management teams, including cloud based services, and managing service relationships with business customers;
Desirable:
- Capability to exercise good judgement and influence senior stakeholders to ensure that the right outcomes for the Force are arrived at;
- Ability to chair and /or take a lead role on local, regional and national conferences;
- Ability to translate the Force’s vision into IT & Digital’s vision, objectives and programmes of work;