Service Management Process Lead Leeds Office IT

Iconic British brand ghd is a global leader in high-end professional hair styling tools and the UK's number one recommended styling brand. Loved by stylists and consumers, loved by press, and loved by the people that work for the brand!

Merging science and innovation with luxury beauty and style; ghd combines cutting-edge technologies and beautiful designs to create the most technically advanced hair tools in the world. ghd tools deliver "safer for hair" heat styling that have become an essential part of the daily lives of professional hair stylists and consumers globally.

Renowned for game-changing innovation and superior performance, at ghd we are on a mission to transform lives with the power of a good hair day!

LOCATION

This role will be based in our Leeds office, and we offer a hybrid working pattern of 3 days in the office and 2 days WFH.

ABOUT THIS ROLE

We are seeking an experienced Service Management Process Lead who embraces our vision and is keen and confident to deliver results. You will be passionate about providing an exceptional customer experience, with an expectation of aiding, supporting, and advising individuals experiencing technical or operational challenges. You will be responsible for designing, implementing, and managing IT service management processes in alignment with ITIL v4 best practices. This will be a Global Role supporting ghd and Wella teams across multiple offices, field-based teams, and overseas territories.

JOB ROLE AND RESPONSIBILITIES

• Design and Implement ITIL v4 Processes: Develop and implement IT service management processes in alignment with ITIL v4 best practices.
• Process Improvement: Continuously improve service management processes to enhance efficiency and effectiveness.
• Incident and Problem Management: Lead the incident and problem management processes to ensure timely resolution of issues and minimize impact on business operations.
• Change Management: Manage the change management process to ensure that changes are implemented smoothly and with minimal disruption.
• Service Level Management: Define and manage service level agreements (SLAs) to ensure that IT services meet business requirements.
• Stakeholder Engagement: Liaise with stakeholders across the business, including partner organizations, suppliers, Local IT, and other 3rd Parties.
• Reporting and Metrics: Develop and maintain metrics and reports to measure the performance of service management processes.
• Training and Development: Provide training and support to IT staff on ITIL v4 processes and best practices.
• Compliance: Ensure compliance with relevant regulations and standards.
• Outsourced Service Provider Management: Responsible end-to-end for the outsourced service provider across Major Incident, Incident, Problem, and Change management.

REQUIREMENTS

• Minimum 5 years+ experience in IT service management roles.
• ITIL v4 Foundation certification is required; higher-level ITIL certifications are highly desirable.
• Strong understanding of IT infrastructure and applications, including cloud environments (particularly Azure), Microsoft OS, and core Office applications.
• Experience working with Servicenow is highly desirable.
• Proven ability to lead and manage IT service management processes.
• Strong interpersonal and communication skills, able to work with multiple stakeholders to gather information and coordinate priorities.
• Excellent problem-solving skills and ability to work under pressure within deadlines.
• Highly organized multi-tasker who can manage ongoing priorities.
• Confident and driven individual, with proven ability to manage own workload.
• Ability to work effectively on your own and as part of a wider team.
• Passionate about the ghd brand and committed to delivering high-quality results.

VALUES

We at ghd are proudly committed to our Company Values and aim to attract and retain employees who live our Values.

• Collaborative - We work together to create the extraordinary.
• Creative - We foster creativity & excellence to create value for our brands and business.
• Courageous - We are agile, entrepreneurial & we own our future.
• Connected - We stay connected and ensure we are always consumer first.

Notice to Employment businesses/ Agencies.

ghd does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. ghd shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site.

Apply now

We're a young company that's achieved great things by creating a best-in-class range of products that are loved by stylists and consumers alike. We remain fiercely ambitious, with big growth plans, exciting new innovation in the pipeline and geographic expansion.

We pride ourselves on remaining true to our founding ethos - the spirit of transformation - and have established a position at the forefront of the competitive fashion styling sector, where we are renowned as one of the leading hair styling brands around the world and synonymous with style and sophistication.