Job Description
Head of Information Technology Services Andover, South East, United Kingdom
A variety of soft skills and experience may be required for the following role Please ensure you check the overview below carefully.
We have a great opportunity for a Head of IT Services to join our IT Senior Leadership Team at Stannah.
This is a hybrid role, with the flexibility to work from from home and in the office.
The Head of IT Services is accountable for the strategy and operation of the primary interface between IT and business users, and customers.
In the role the Head of IT Services will have ownership and accountability on a global basis for the Service Desk and IT Training functions, including the Incident Management and Service Request management processes. They will be responsible for providing service management expertise to assist in the development of service processes and procedures in line with best practice methodology, such as ITIL.
Stannah is currently in an inspiring growth and transformational phase. Reporting to the Chief Information Officer (CIO), this is a newly created role to support the business objectives as part of the IT strategy.
We are looking for an individual with significant experience in a Service Delivery environment with at least one significant involvement in implementing ITIL V2/V3 principles for an organisation.
To be successful in the role the Head of IT Services will have good commercial awareness, and desire to drive for excellent results.
It is essential that the Head of IT Services has experience in an IT service team management role in an ITIL environment, along with HR management skills.
Key Responsibilities:
Own and manage the strategy and delivery of Service Desk services to Stannah’s global business
Own and manage the strategy, design and implementation of first and second line support processes, including the negotiation and agreement of Incident and Service Request SLAs with the business
Manage the day to day interface with key outsourced IT service partners
Lead, engage and develop a high performing team
Own, manage and execute the IT Service escalation process including major incident management
Lead the service design for new systems and services
Responsible for ensuring process adherence to Incident, Service Request and Change management processes
Create and manage a CSIP (Continual Service Improvement Plan)
Assist with project hyper care planning phase and handover to service operations from projects
Lead in promoting, communicating and raising the awareness of the Service Desk and Service request functions and processes within IT & the Business on a global basis
Assist project managers in preparing briefing materials for the Service Desk and Service request teams in order to deliver new services and systems into production
Provide regular reporting of the performance of the Service Desk and processes to the business, including Customer Satisfaction
Delivery of the IT Training function in terms of training design, and the management of training delivery
Minimum Requirements / Qualifications
Good technical configuration expertise in one or more ITSM tools
Good level of understanding of Microsoft 365 and other end user technologies
Very high level of expertise in ITIL Service Management, both theoretical & practical application
Company Information:
Stannah is a British family owned company, who provide elevators, escalators and moving walkways and manufacture stairlifts and platform lifts, we offer repairs and servicing 24 hours a day 365 days a year. The family is now in their fifth generation and play a hands-on role in running the business, ensuring the family ethos and values are maintained. Our salaries, benefits packages and supportive working environments attract the best people who strive to offer quality and dedication within their work.
We are a company who are pioneers of forward thinking, we never forget that vital to our success are the amazing people who work for us and the commitment we have to our customers. We have carefully selected the following benefits which complement our employees’ lifestyles.
Benefits Include:
Competitive Salary, paid on a monthly basis
Profit Share Bonus Scheme, which is paid to all employees each quarter, based on Group Company profits
Management Bonus Scheme, based on performance
25 days holiday, plus bank holidays, with the option to purchase an additional 5 days
Pension Scheme, matched contribution/salary sacrifice
SimplyHealth Cash Plan which allows you to claim towards health costs such as dental and optical as well as physiotherapy, chiropody and flu vaccinations.
Life Assurance Scheme
Long Service award scheme, with additional holiday benefit
Company Benefits Discount and Rewards Scheme which includes shop discounts, hotel discounts, days out and more
Employee Assistance Programme
Company Sick Pay
Enhanced maternity and paternity provision
Private Medical Insurance
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