JOB TITLE: Head of IT Service Management

SALARY: £111,469 - £131,140

LOCATION(S): Halifax, Bristol, Edinburgh, Leeds, or Manchester

HOURS: Full time

WORKING PATTERN: Hybrid , 40% (or two days) in an office site

About this opportunity

Join us as the head of Service Management …. W e need a forward-thinking leader with experience of driving organisational success through continuous process and performance improvement.

In this relationship role, you’ll partner with both the business units, and Chief Information Officers to deliver the best experience of IT, both from an IT Service and Change enablement perspective. You’ll drive the best colleague and customer IT experiences through the protection and improvement of key IT services end to end .

Other responsibilities:

• Full accountability for the delivery of day-to-day IT service delivery for your business areas.

• Be the senior point-of-escalation for IT issues both in the business and across the wider Security function.

• Optimising business experience of production service whilst also balancing, facilitating , and enabling the delivery of business change.

• Establishing and championing a collaborative culture built on trusting relationships to develop services in line with objectives that deliver great customer and colleague experiences.

• Lead and inspire a team of people to deliver market-leading proactive and reactive account management.

• Work in close partnership with the Engineering community, operating proactively and influencing the continual improvement of the service offerings provided to the aligned business units.

• Drive the appropriate actions to determine root causes, embed organisational learning and ensure adverse trends are closely handled.

• Be an embedded partner across our Technology function and beyond, developing strong working partnerships to ensure flawless delivery.

About us

We’re on an exciting journey and there couldn’t be a better time to join us. The investments we’re making in our people, data, and technology are leading to innovative projects, fresh possibilities, and countless new ways for our people to work, learn, and thrive.

What you’ll need (essential)

• Deep experience of end-to-end IT Service Account Management at leadership level across large business areas.

• An extensive, solid understanding of industry standards and practices relating to Service Management, including product details and regulatory obligations.

• Adept at stakeholder management.

• Excellent inter-personal skills and an influential personality.

• Risk Management mindset .

And as a person…?

You’ll possesses outstanding inter-personal skills and an influential personality to empower and encourage. Able to communicate ideas and information clearly and tailor this in a manner appropriate to the audience to secure wide consensus, impact, and results.

• Y ou’re an innovator – actively and continuously evolving service, while remaining cost effective and in tune with industry developments.

• You have emotional intelligence and can challenge the status quo when driving cultural change.

About working for us

Our focus is to ensure we're inclusive every day, building an organisation that reflects modern society and celebrates diversity in all its forms.

We want our people to feel that they belong and can be their best, regardless of background, identity, or culture.

We were one of the first major organisations to set goals on diversity in senior roles, create a menopause health package, and a dedicated Working with Cancer initiative.

And it’s why we especially welcome applications from under-represented groups.

We’re disability confident. So, if you’d like reasonable adjustments to be made to our recruitment processes, just let us know.

We also offer a wide-ranging benefits package, which includes:

• A generous pension contribution of up to 15%.

• An annual bonus award, subject to Group performance.

• Share schemes including free shares.

• Benefits you can adapt to your lifestyle, such as discounted shopping.

• 30 days’ holiday, with bank holidays on top.

• A range of wellbeing initiatives and generous parental leave policies.

This is a once in a career opportunity to help shape your future as well as ours. Join us and grow with purpose .