Head of IT Service Management

Job description

About the role:

The Head of IT Service Management is a new senior leadership role that has accountability and line management responsibility for the following functions across the business:

• End User Experience (Service Desk, Desktop Services, Productivity, AV & UC)
• ITSM Supplier and Licensing Management
• Service Delivery
• Vendor Management

Specifically, this role:

• Delivers an end-to-end view of service performance and customer experience across IT services to Flogas business stakeholders allowing performance and trends to be tracked.
• Drives operational simplification, continuous service improvement and cost effectiveness, including through adoption and rollout of cloud related technology and tools as part of an ongoing cloud migration strategy.
• Promotes the use of IT standards to both technical and non-technical customers.
• Works with peers and the Technology Director to develop and actively promote the IT Service Strategy across the Technology teams and broader business organisation.

Key Responsibilities:

• Leadership and professional development of an internal team
• Business Relationship Management for IT Services; this role will be the 'face of IT Services' for the Flogas and will be expected to interact with and present to the Leadership group and the Executive team when called upon to do so by the IT Director.
• Strategic supplier relationship management and continuous improvement across the supplier landscape.
  
  Service levels / KPI assurance to the Flogas Business, ensuring customer satisfaction is measured, tracked and reported upwards using a representative balanced scorecard.
• Managing Resources (People, Budgets, Systems, Projects)
• Active team management, training and development.
• Manages own professional development needs in collaboration with the Technology Director.
• Management responsibility for 3rd party IT Service partners.
• Ensures that personal and team objectives and strategy are aligned to Departmental and Enterprise goals, and actively tracked and reported on across the year.
• Responsibility for the IT Service Budget
•  Accountability for Hardware and Software licencing compliance to mitigate audit risks.

Candidate Profile:

• Extensive experience in the IT Services sector gained in organisations where IT is considered critical to their successful operation, specifically including demonstrable experience of; - Significant IT service transformation.
  
  - Onboarding / transitioning to major new service providers.
  
  - Team leadership and development.
  
  - Significant Budget management.
  
  - Senior level communications and business relationship management.
• Up to date knowledge of Service Delivery methodologies applicable to both traditional and agile contexts; must demonstrate the ability to compare / contrast and discuss application.
• Practical experience of Programme and Project management within an Infrastructure and Operations context; ability to describe a range of change methodologies, their strengths and weaknesses and applications.
• Strong technical knowledge of common technologies and approaches employed in both traditional and cloud-based infrastructure contexts; must be able to actively contribute to technical design discussions, and challenge proposals from internal teams and suppliers.
• Excellent negotiation skills to obtain best value in agreeing key service deliverables with third party service, infrastructure and software providers
• Familiarity with Data Protection, Freedom of Information and GDPR legislation, and the appropriate measures required in Service Management to ensure compliance.
• Proven experience of working with operational independence using discretion and taking calculated risks to ensure continuity in service and change delivery.
• Structured risk assessment.
• Ability to assess risks associated with systems, technologies and processes.
  
  - Ability to demonstrate good judgement IS Service-related decisions through a combination of risk assessment and impact evaluation.
• Ability to define strategic roadmaps and deliver on long term objectives (up to 5 years).

About Flogas:

Part of the DCC Group, Flogas Ireland was established in 1978 supplying Liquefied Petroleum Gas (LPG) throughout the island and to this day remains one of the leading suppliers in Ireland, servicing a diverse range of market sectors, including commercial, agricultural, and domestic.

Over the years, Flogas has evolved and grown as an Energy business, and with the acquisition of Budget Energy, based in Derry, and Flogas Enterprise Solutions, (formally known as Naturgy) we are now also a leading supplier of Natural Gas and Electricity, as well as Renewables, including Corporate Power Purchase Agreements, and energy services in both residential and commercial markets across the island of Ireland.

Flogas actively supports micro-generation, which involves generating electricity from renewable sources such as solar photovoltaic (PV), micro-wind, micro-hydro, and micro-renewable combined heat and power We have an esteemed reputation within the Energy Industry and have been awarded the NSAI Quality System Certificate from the I.S. EN ISO 9001 Series.

As a Flogas Group, we are now driving our growth strategy to achieve our vision of being Irelands leading provider of total energy solutions, meeting our customers changing needs and delivering to the highest possible standard.

Why work with us?

Flogas is a well-established business within the DCC group and is continuing to grow, becoming a top provider in the energy sector, making it a very exciting time to be part of the Flogas Group.

We offer a warm and welcoming environment, valuing our people and their input into the business.

We encourage a collaborative workplace, where everyone feels included and heard.

Benefits:

• Competitive Salary
• Defined Pension Contribution
• Healthcare
• Staff discounts
• Hybrid work options (role dependant)
• Health and Wellbeing Supports
• Learning and Development
• Career Advancement is important to us in Flogas.
  
  All our roles are advertised internally, and we encourage internal progression right across the business.

 

Flogas is an equal opportunity employer.

We encourage diversity and are committed to creating an inclusive environment for all employees

Required Skill Profession

Operations Specialties Managers