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Head of IT Service Manager

Management (Textlocal) · Malvern, Worcestershire
Department Management (Textlocal)
Employment Type Full-Time
Minimum Experience Manager/Supervisor

 Purpose of Job

The Head of ITSM will be responsible for the in life support and running of the Textlocal platform deployed globally in the UK, India and Myanmar, with future deployments being considered. 

As the Head of ITSM you will be instrumental in the implementation of a world class and robust service operating model.

Through the discovery phase you will create an agile service focused culture based on continuous improvement, quality and risk standards. A solid understanding of effective commercial arrangements is critical. This individual will also be a key member of the technical leadership team and will be responsible for ongoing quality of service delivery to a standard that mitigates any technical or reputation risk.


Principal Accountabilities (responsibilities and duties):

  • Solid experience in a Senior IT Service Management role or Senior IT Service Delivery Management role 
  • Experience of supporting in a Senior IT role a large scale enterprise Saas product
  • Excellent appreciation of customer service and strategies 
  • Strong knowledge of technology infrastructure and services 
  • Strong operations background (ideally held multiple roles) 
  • Track record of delivering major change programmes (technology, people and process) 
  • Strong team management experience 
  • Strong knowledge of ITIL framework and core processes 
  • Excellent stakeholder management and strong influencing skills 
  • Knowledge of leading Cloud services (SaaS, IaaS and PaaS) 
  • Lead and direct teams to make sure that service level agreements (SLAs) in place with both external and internal teams


Key Performance Indicators:

  • Customer SLA metrics
  • Internal & external support response times
  • Operational project delivery

Essential Skills:

  • Responsible for delivering reliable and secure software platform (including service desk, security, infrastructure and DevOps)
  • Responsible for customer service quality, principally delivered through the commercial functions in each region, with the commercial functions as major stakeholders
  • Experience managing platforms in an AWS environment
  • Improving customer service satisfaction through a continuous service improvement process 
  • Responsible for effective management of the service delivery function 
  • Pragmatic approach to business standards
  • SaaS Product Capacity Planning
  • Experience of Service Now and JIRA (desired)

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  • Location
    Malvern, Worcestershire
  • Department
    Management (Textlocal)
  • Employment Type
  • Minimum Experience