Head of IT Services

Job type:
Start date:
6 months
Reed Technology
Published at:
flag_no United Kingdom
Project ID:

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Head of IT Services
6 months
£600 per day (Inside IR35)
Leeds/Remote initially

A Head of IT Services (Service Desk/Field Support/Frontline Services) is required for our public sector client based in Leeds. You will be responsible for leading the first and second line/
field engineering services ("IT Frontline Services" incorporating the IT Service Desk and the Client Operations & Planned work teams), enabling a culture of customer service excellence across your service area. You will take a key role in the continued development of the service offering, enabling a culture of continuous service improvement and input into the development of the IT strategy.

Main duties and responsibilities

  • Day-to-day lead for IT Frontline services (IT Service Desk and Client IT Operations Teams), with a focus on ensuring live service functions at the highest standards.
  • Delivering a customer focussed culture that supports the prompt and efficient resolution of incidents and service requests
  • Sets the mission, vision, and strategy of IT Frontline Services, to maximise the success of business and IT enterprise initiatives.
  • Transforming the maturity of IT Services to improve efficiency, deliver new innovations and increase collaboration with the faculties and service departments (eg through Agile and DevOps).
  • Building successful stakeholder relationships by developing a clear understanding of service needs.
  • Working closely with Service Management, establish and maintain operational targets through KPI/SLAs to meet the business objectives
  • Working collaboratively with the Information Security team, ensure IT Services embrace and apply information and cybersecurity good practice.
  • Responsible for overseeing and managing overall quality standards across IT Frontline services to ensure that these directly support the organisation's goals and standards by developing a service delivery model aligned to ITIL
  • Proactively develop, manage, and maintain a high quality Service Catalogue that articulates the full range of IT services
  • Ensure that IT processes are aligned to objectives, processes and governance procedures.

Essential skills-

  • Significant experience in a leadership role delivering First line, Second line and Field engineering services for large and complex organisations with an understanding of service management methodologies, tools, and techniques such as ITIL with either qualifications or demonstrable real-world experience (eg an ITIL Expert);
  • Demonstrable experience of ITSM implementation in large or complex organisations which includes management of cultural change;
  • A proven track record as a values-based leader, able to engage teams and inspire a strong customer focus, to deliver a proactive, agile and responsive service;
  • Excellent interpersonal and communication skills with the ability to establish rapport and influence a diverse range of stakeholders, building and maintaining close collaborative working relationships;
  • Experience of liaising with and contracting third party resources as part of delivering efficient, cost-effective services.
  • The relevant skills and experience required for leading and managing large and complex technical teams, including teams undergoing and supporting change at an organisational and business process level.


  • Previous experience leading an extensive service transformation such as migrating commodity services to a managed service provider.