Head Of Service Management

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Information Technology – Service Management

Lead the service management organisation responsible for end-user support, deployment operations, ITSM practices and service excellence across EDF Trading.

The role is accountable for the quality, consistency and efficiency of technology services delivered to the business. The position owns the service-management operating model, service catalogue, end-user computing strategy, major-incident framework and continual-service-improvement programme. It ensures that service management enables rapid delivery while maintaining strong operational controls and a positive employee experience.

• Define and execute the enterprise service-management strategy and operating model.
• Lead the End User Support, Deployment Operations and Service Management Practice teams, ensuring effective L1, L2 and L3 support, request fulfilment, communications and user experience.
• Own incident, major incident, problem, change, request, knowledge and service-configuration-management disciplines.
• Establish and maintain a service catalogue with measurable service commitments and performance indicators.
• Champion a user-focused support experience, adapting communication and problem-solving to meet the needs of diverse users, including VIPs, executives, traders, and business-critical staff.
• Drive continual-service-improvement initiatives across all technology functions.
• Own end-user technology lifecycle management including collaboration tooling, endpoint services, device management (including desktops, laptops and mobile devices) and workplace experience capabilities (including meeting room technology).
• Ensure efficient onboarding/offboarding, request fulfilment, service communications and user engagement.
• Improve service performance through automation, workforce optimisation, workflow simplification and self-service adoption.
• Establish governance and quality controls around CMDB accuracy, asset management and service reporting.
• Lead major incident management processes and executive communications during critical events.
• Manage service-management tooling, supplier relationships and associated budgets.
• Provide regular reporting on service performance, incident trends, and improvement actions to senior management.

• Significant leadership experience in IT service management, service delivery, end-user computing, technology operations or customer-facing technology services.
• Proven experience leading enterprise-scale support and operational-service functions.
• Demonstrable ownership of major incident, problem and change management frameworks.
• Proven ability to improve service quality, user experience, operational reporting and incident outcomes.
• Experience implementing and improving service-management operating models and ITSM tooling.
• Strong stakeholder-management skills at both executive and operational levels.
• Experience managing geographically distributed support organisations.

• Deep practical knowledge of ITIL 4 and modern service-management practices.
• Strong understanding of incident, request, problem, change, knowledge and configuration management processes.
• Experience with enterprise ITSM platforms, workflow automation and service analytics.
• Understanding of end-user computing, endpoint management, collaboration platforms and workplace technologies.
• Knowledge of operational resilience, service continuity, cyber operational controls and audit requirements.
• Ability to define meaningful service-level metrics, reporting frameworks and operational dashboards.
• Familiarity with cyber hygiene, endpoint security, access management, patching, resilience and operational readiness requirements.

• Service-oriented leader focused on business outcomes rather than process bureaucracy.
• Strong governance mindset with excellent operational discipline.
• Data-driven, with the ability to use service information to identify trends, risks and improvement opportunities.
• Calm and authoritative in major incidents and high-pressure situations.
• Exceptional communicator capable of engaging all organisational levels.
• Passionate about customer experience, service quality and continual improvement.
• Strong coach and people leader who develops capability and accountability throughout the service organisation.

8.30am – 5.30pm / 40 hours per week, Monday to Friday