Head of Client IT Services

Head of Client IT Services

Company: Vidalert (a division of Marston Holdings) –
Location: Neath –
Work mode: Hybrid

Join Marston Holdings and lead critical live technology services s senior leadership position oversees the performance, stability, and evolution of live customer‑facing technology platforms within Traffic Technology, ensuring services operate reliably, meet customer expectations, and support business growth.

Key responsibilities

• Own live service availability, performance, and resilience across customer platforms.
• Lead ITIL‑aligned service disciplines, including Incident, Problem, Change, and Request Management.
• Take senior accountability for major incident response, recovery, and communication.
• Drive service improvement and transformation initiatives to increase maturity and reliability.
• Oversee SLA/KPI performance, reporting, and continuous improvement.
• Manage third‑party suppliers and commercial performance within budget.
• Ensure effective service readiness and transition for new systems and releases.
• Lead and develop a multi‑disciplinary IT Services function (Service Desk, L2/L3 support).

What you’ll bring

• Significant experience in IT Service Management or Technology Operations leadership.
• Proven track record of managing live services at scale in complex environments.
• Strong experience with ITIL‑based service management frameworks.
• Ability to lead major incident management and high‑pressure operational scenarios.
• Commercial awareness, including supplier management and budget accountability.
• Experience influencing and communicating at senior and executive level.
• Strong leadership capability across large, multi‑layered teams.

Desired qualifications

• Experience in public sector or regulated environments.
• Familiarity with ISO standards (9001/27001).
• Experience with field‑based or asset‑intensive technology.

What’s in it for you

Salary: approximately £85,000 per year

Hybrid working with regular site presence at a state‑of‑the‑art facility in Neath.

25 days holiday plus bank holidays.

Enhanced maternity & paternity package.

Healthcare cash plan and pension.

Flexible benefits and wellbeing support.

We are an equal opportunity employer.