Head of IT Service Management

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Head of IT Service Management

Department: Operations

Employment Type: Permanent - Full Time

Location: Bristol, UK

Compensation: GBP 70,000 - GBP 80,000 / year

Description

Ready to solve problems that matter?

Rowden Technologies is an ambitious, fast-growing technology company based in Bristol. We exist to ensure that those who make the world a safer place benefit from the best in technological innovation. We design and integrate systems, and research and develop technologies that enable the armed forces, security agencies and first responders to do their jobs more effectively.

We are seeking a dynamic and visionary Head of IT Service Management to join our growing team. This role will lead the development and execution of Rowden's Service Management strategy, ensuring the delivery of high-quality services that build on a foundation of strong service delivery. This is an exciting, multi-faceted role, that will involve both internal and customer facing engagement. We are seeking someone passionate about using best-in-class tooling to set new standards of excellence for the management of cloud platforms and deployed IT systems. The varied nature of the work will suit someone with a 'consultant skill set'; the ability to rapidly assess customer requirements, synthesise new information, and create bespoke solutions that benefit from a centralised and holistic approach.

Key areas of responsibility

• Establishing and leading Rowden's Service Management function.
• Defining Rowden's service strategy and service design roadmap.
• Developing and implementing a comprehensive Service Management framework, including processes, tools, and automations.
• Driving an holistic approach to Service Management, which integrates key ITIL processes (incident, problem, asset, change, release & configuration management).
• Building and mentoring a high-performing Service Management team, providing guidance, training, and support to ensure they are equipped to deliver exceptional service.
• Transitioning Rowden's existing bespoke service support to the new integrated framework.
• Championing innovation within Service Management, continuously seeking opportunities for improvement and driving the adoption of best practice.
• Fostering strong relationships with internal and external stakeholders, while communicating clearly and effectively.
• Ensuring services are delivered in compliance with industry standards and regulatory requirements, maintaining high quality and reliability.

Key Skills, Experience, and Behaviours

• Experience of leading a Service Management function, or significant experience of leading Service Management transformation programmes.
• A track record of building successful teams and enterprise level processes.
• Experience working in a customer facing role.
• The ability to develop and implement strategic plans for service management.
• Excellent verbal and written communication skills, with the ability to engage and influence stakeholders at all levels, both internally and externally.
• Strong analytical abilities and a methodical approach to problem-solving, able to tackle complex challenges effectively.
• Flexible and resilient in the face of change, with the capacity to lead through uncertainty and maintain focus on objectives.
• A forward-thinking approach, open to exploring new ideas and technologies to improve service delivery and management practices.

About You

The ideal candidate will have a strong balance of technical skills and experience, but the key behavioural competencies that we believe will lead to success in this role are as follows:

• You are a self-starting, driven individual who excels at building systems and teams.
• You thrive working alongside customers to provide exceptional levels of service.
• You are a strategic thinker with a passion for service excellence and the ability to transform 'as is' to best-in-class.
• You are passionate about new technology and thrive in innovative and technical environments.
• You are willing to embrace significant uncertainty and deliver meaningful change.
• You are comfortable communicating with people at all levels of the business and with varying degrees of technical expertise.

You will be required to hold or obtain a UK Security Clearance. We would also like you to commit to working on site at our Bristol HQ on a regular basis. Most likely at least 3 days per week.

Working at Rowden

We are committed to building a flexible, inclusive, and enabling company. Our aim is to create a diverse team of talented people with unique skills, experience, and backgrounds, so please apply and come as you are!

We also recognise the importance of flexible working and support this wherever we can. We typically operate a flexible, hybrid-working model, with an average 3 days in the office each week (dependent on the role). We welcome the opportunity to discuss flexibility, part-time working requirements and/or workplace adjustments with all our applicants.

Rowden is a Disability Confident Committed company, and we actively encourage people with disabilities and health conditions to apply for our roles. Please let us know your requirements early on so that we can make sure you have everything you need up front to help make the recruitment process and experience as easy as possible.

Finally, if you feel that you don't meet all the criteria included above but have transferable skills and relevant experience, we'd still love to hear from you!