Head of IT Service Delivery

Forvis Mazars is an ambitious, innovative, and change-oriented firm, where our people make a difference. We are among the top 10 accountancy firms within the UK and our ambition is to be the leading challenger firm in this market. The firm has a growth trajectory and use of technology plays a pivotal role in current and future success.

Within our Business Services Team, we provide services to over 3,500 users across approximately 20 locations in the UK. The team comprises key functions including Technology.

The Head of IT Service Delivery is an essential part of the IT management group, leading a team responsible for end-to-end IT service delivery. This includes service management, desktop support, as well as the core platforms and applications that support the firm. This role focuses on both current operations and future growth, ensuring that the firm has a robust platform to support its ambitious plans.

Reporting to the Chief Technology Officer, this position will play a critical role in shaping technology service delivery as the firm undergoes significant transformation. Our ambitious program encompasses major technological developments and the redesign of areas such as IT service, process maturity, resourcing, third-party management, and security.

This role is pivotal for the firm, as the individual will be responsible for maintaining the highest standards in service delivery quality and operational management of a broad IT estate, with comprehensive KPI reporting. They will ensure that essential IT services are managed effectively to guarantee availability, security, and performance.

The ideal candidate will have a proven track record in managing these services, demonstrating successful improvement roadmaps. This includes experience in vendor and stakeholder management, enhancing customer experience, and developing maturity in process and technology.

• The service function handles between 5,000 and 6,500 tickets monthly, comprising both support and service requests. The team will manage and implement a continual service improvement plan to reengineer and enhance the customer experience with IT systems.
• Oversight of the technology estate ensures operation according to best practice industry standards, capturing and reporting key performance metrics, maintaining optimization, and updating technology based on vendor support and best practices, including data cleansing, archiving, backup, and recovery.
• Our service delivery involves numerous partners, including our main service provider managing 24/7 first-line services, audio-visual support, mobility providers, and our global team overseeing ITSM and ServiceNow. Effective management and maximization of vendor relationships, contracts, and service management are crucial to delivering high-quality IT services.
• Management of the ITSM platform, ServiceNow, ensures data quality for trend and problem analysis, reporting, and continuous improvement, including implementing 'shift left'. Asset management supported by ITSM and optimizing the service portal for faster, higher-quality resolution are also priorities.
• The candidate will lead a team of 4 experienced service delivery analysts providing onsite support from our London head office and field support nationwide through office administrators and site visits.
• Security is fundamental to our operations, and this role is pivotal in ensuring our technology and processes protect the firm. Collaboration with the security and governance team and supporting ISO27001 accreditation and other governance standards are key objectives.
• The candidate should have extensive experience across various technology areas, including service and cloud infrastructure, applications, databases, messaging, networks, and desktop support. Proven leadership in delivering high-standard technology functions at significant organizations (1,500 seats+) and experience in professional services is beneficial.
• Leading and developing teams to achieve high performance standards, operational maturity, and transitions to new technologies is critical. The candidate will manage a team, directly and indirectly, along with several key third-party relationships responsible for service delivery.

As a key member of the IT Management Team, the candidate will work closely with peers under the direction of the Chief Technology Officer. Building a positive culture and high-quality relationships is integral to our operations. The candidate will collaborate with colleagues in client-facing business roles, technical experts, project delivery teams, and global colleagues in a supportive and collaborative hybrid working environment.

If you seek a career that enables you to influence and deliver top-quality service supported by cutting-edge technology, build both UK-wide and global relationships, operate with autonomy and ownership, work with leading technology solutions, and employ innovative approaches, then joining the Forvis Mazars team is the right choice for you.

• Annual Leave +
• Charitable Giving
• Dental Insurance
• Wellbeing Benefits
• Virtual GP
• Cycle to Work
• Gym Discounts
• Life Assurance
• Pension
• Flexible Benefits +

James Hardcastle