Global Head Of Service Management

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WHO ARE WE?

Iconic British brand ghd is a global leader in high end professional hair styling tools and the UK's number one recommended styling brand. Loved by stylists and consumers, loved by press, and loved by the people that work for the brand!

Merging science and innovation, with luxury beauty and style; ghd combines cutting edge technologies and beautiful designs to create the most technically advanced hair tools in the world. ghd tools deliver "safer for hair" heat styling that have become an essential part of the daily lives of professional hair stylists and consumers globally.

LOCATION

This role will be based in our Leeds office, and we offer a hybrid working pattern of 3 days in the office and 2 days WFH.

ABOUT THIS ROLE

The role of Global Head of Service Management sits within our Leeds based IT team at ghd. As part of the ghd IT function, you'll play a vital role in supporting and working alongside our parent company, Wella, in meeting their IT needs and achieving their ambitious goals, to drive technological excellence within the global beauty and styling industry

As the Global Head of Service Management, you will play a pivotal role in ensuring the success of IT service management at ghd and Wella. You will oversee and govern service management processes globally and maintain strategic oversight of third-party suppliers, which delivers our Service Integration and Management (SIAM) services. You will lead a small team of service management professionals and ensure services are delivered in line with business expectations and best practices.

JOB ROLE AND RESPONSIBILITIES

• Leadership and Strategy: Define and drive the global service management strategy, aligning with ghd and Wella's IT vision and goals.
• Service Integration (SIAM): Manage and oversee the relationship with our current SIAM service provider (Accenture), ensuring seamless service integration across multiple providers.
• ITIL Process Ownership: Govern ITIL-aligned service management processes, including but not limited to; Major Incident, Incident, Problem, Change, Request and Service Level Management.
• Supplier Management: Collaborate with our service providers and other key vendors to ensure high-quality service delivery and adherence to contractual obligations.
• Continuous Improvement: Identify and implement opportunities to improve service management processes and enhance customer satisfaction.
• Major Incident Management: Take ownership of major incidents to ensure rapid resolution and minimal business impact.
• Stakeholder Engagement: Build and maintain relationships with internal stakeholders, including business leaders, regional teams, and other IT departments.
• Reporting and Performance Metrics: Develop and maintain key service performance indicators, reporting regularly to senior leadership.
• Compliance and Governance: Ensure all service management activities adhere to Wella's policies, audit requirements, and regulatory standards.

REQUIREMENTS

• Experience: 10+ years in IT service management leadership roles, with experience managing third-party service providers.
• ITIL Certification: ITIL v4 Foundation certification is required; advanced certifications (e.g., ITIL v4 Managing Professional) are highly desirable.
• Technical Expertise: Strong knowledge of IT infrastructure, applications, and cloud environments (e.g., Azure), along with ServiceNow experience.
• Leadership Skills: Proven experience leading global teams and managing complex vendor relationships.
• Communication Skills: Excellent interpersonal, communication, and negotiation skills.
• Problem-Solving: Demonstrated ability to manage complex issues and drive resolutions under pressure.
• Organizational Skills: Ability to prioritize and manage multiple ongoing projects and priorities effectively.

VALUES

We at ghd are proudly committed to our Company Values and aim to attract and retain employees who live our Values.

• Collaborative - We work together to create the extraordinary
• Creative - We foster creativity & excellence to create value for our brands and business
• Courageous - We are agile, entrepreneurial & we own our future
• Connected - We stay connected and ensure we are always consumer first
• Committed - We are responsible for our impact on other & the planet

Notice to Employment businesses/ Agencies.

ghd does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. ghd shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.