Head of Service Management

Job Description

Here at Highways England we are striving for excellence so if youre looking for a new opportunity to lead a high performing team in a progressive organisation please see below!Your new roleHighways England IT Department are embarking on a multimillion pound transformation programme that will enable Highways England to transform the way it operates by delivering digital, data and technology services from frontline to back office, in a modernand efficient way. To ensure the smooth delivery of the transformation programme the IT team are looking to recruit a Head of Service Management to join the Service Operations team. The Service Operations team provide effective, efficient delivery and supportof IT services by defining, planning, leading and delivering the IT operations support strategy across the business in line with the overall Delivery Plan for Highways England.The Head of Service Management will be accountable for setting and delivering the strategy for service management activities and processes. They will drive the quality of service and ensure the best customer experience and support. They will deliver firstline support through the management of a single service desk serving both operational and corporate users.As a flexible working organisation, we are pleased to offer the above roles from any of our Highways England offices. Regular Travel to the Birmingham and Leeds office will be required.What youll be leading on

• Lead the transformation of service management to become a best-in-class function. Develop and support existing and new team members throughout the journey.
• Instil a continual service improvement methodology and ensure tools, knowledge, resources, and skills are always up to date and available in support of delivering the critical services for which you are accountable. Demonstrate a growth mentality and instilthis across the team.
• Lead and drive the major incident, incident, and problem management processes with a focus on improving delivery times, resolutions, and user satisfaction. Ensure clear and concise communications are generated and maintained with the users throughout anytouch points and interactions
• Leverage data and analytical skills to enhance service management insights, performance, and reporting. Use acquired data to track and drive improvement across the services. Develop SLAs and KPIs appropriate for each of the services and in line with businessneed. Share improvements, risks and insights with the IT Directorate, your team, and the wider stakeholders in the pursuit of continually improving the services.

• Drive an innovative and engaging continuous service improvement strategy for customer support to enhance our ways of working and ensure customers benefit from new tools and engagement methods
• Develop and provide expert service management insight to the IT leadership team. Provide clear reporting for, SLAs, KPIs and OLAs. Where these do not exist, they should be developed and agreed with vendors and internal teams to drive efficiency and proactivity.
• Develop, maintain, and champion the creation and updates, processes, policy, and procedures which should not be limited to configuration management, asset management, and the service catalogue management processes. Improve and enable reliable and secureservices. Promote organisational commitment to asset control.

To be successful

• Demonstrates experience of Service Now and leveraging to advance a service management function.

Certified ITIL V3 Expert or ITIL V4 Managing Professional. We will accept someone who is advanced in this journey if they can demonstrate strong capability across the other areas and commitment to achieving expert accreditation.

• Demonstrates high levels of resilience and energy. Has a growth mentality and encourages this in others.
• Proven experience of applying strategic thinking for service management function and enhancing the experience for the end user through data driven decisions.
• Proven ability to harness existing tools and able to give future direction on which tools / methods should be used in pursuit of an enhanced user experience.
• Drives comprehensive asset management. Ensures changes to assets are recorded and controlled appropriately. Promotes organisational commitment to asset control. Aligns process to company policies.
• Consistently delivers high level customer service tracks and improves customer feedback and utilises this to make further enhancements to the user experience
• Able to analyse and improve current processes. Leads and develops a team of experts to deliver service improvements. Helps to evaluate and establish requirements for the implementation of new or changed services. Able to create policy and set standards.Champions continuous improvement.
• Previous experience utilising prediction methodologies to derive and maintain a holistic view of key trends and across multiple processes.
• Expert vendor manager who can demonstrate how to work with and improve vendor relationships.

A bit about usThe Information and Technology Directorate is a growing and vibrant team and there has never been a better time to join us as we go through our transformation programme. We are helping to transform the way Highways England operates by delivering digital,data and technology services from frontline to back office, in a modern and efficient way. Our vision is to develop integrated information and technology that empowers our colleagues and provides real time information to our customers, integration with intelligentvehicle and transport systems as they develop, to improve journey safety and reliability.