Head of Service Operations

Head of Service Operations

Location: Cheltenham, UK (Hybrid working)

Benefits: 27 days holiday plus Wellbeing day, Private Medical Insurance, Bonus scheme, Sharescheme, Enhanced pension plan, Life assurance, Discount scheme.

Role Overview:

The Group IT Head of Service Operations will oversee several key functions within the IT department, ensuring the delivery of high-quality service and support to end users. The post-holder will be responsible for aligning all teams towards meeting customer satisfaction targets and SLAs while adhering to ITIL policies and processes. They will drive strategic initiatives, foster innovation and ensure continuous improvement (CI) in service delivery.

Your objectives and responsibilities will focus on

1. Establishing a global, round-the-clock service desk, incorporating service portal automation and a chatbot interface to enhance service efficiency.
2. Development and implementation of IT & IS service delivery strategies aligned with the goals.
3. Oversight of the procurement function of Global IT Services from third parties, optimising costs, and holding partners accountable for their contractual obligations.
4. Serving as the primary contact for G3 regarding IT compliance, leveraging Security Operations governance to ensure all compliance standards are met and maintained.
5. Identifying and mitigating risks related to IT service delivery and IT service support across the department.
6. Oversight of the Security Operations team, ensuring they are equipped to handle security incidents and threats around the clock.
7. Developing and managing the IT budget, ensuring expenditures remain within the allocated budget while seeking optimisation opportunities.
8. Ensuring the effective management of IT services, including Incident, Problem, Change, Asset, Knowledge, Service Desk, Security Operations and ITSM tooling.

Your previous experience is likely to include .

1. Leading and developing high-performing, global and multicultural teams to implement efficient processes and drive CI in IT service management.
2. Extensive experience and proven ability to manage complex projects and drive strategic initiatives.
3. Extensive experience in IT security operations and incident management, with a strong focus on safeguarding organisational assets and ensuring compliance with industry standards.
4. Managing services within a complex and global stakeholder environment.
5. Conducting risk assessments and responding swiftly to security incidents.
6. Leading cross-functional teams to mitigate threats, manage vulnerabilities and maintain a secure IT environment.
7. Successfully managing extensive IT operations and service delivery functions, consistently meeting or exceeding performance targets.
8. Acting as a technical recovery manager for major incidents.

To be successful in this role you will

1. Demonstrate Company Core Values at all times.
2. Demonstrate a proven ability to inspire, lead and develop high-performing, diverse and multicultural teams to achieve common goals.
3. Drive global change management processes and ensure widespread adoption, leading organisational transformation and aligning initiatives with long-term strategic objectives.
4. Have a sound understanding of project management methodologies.
5. Be an analytical thinker and problem-solver.
6. Be able to forecast financial needs and develop, manage and optimise a large, complex budget.
7. Exhibit a continuous improvement, strategic and innovative mindset.
8. Possess excellent communication, interpersonal and influencing skills.
9. Efficiently manage workloads by prioritising and addressing requests or incidents based on their urgency and age, while consistently keeping end users informed and updated.

Spirax Group is a FTSE100 and FTSE4Good multi-national industrial engineering Group with expertise in the control and management of steam, electric thermal solutions, peristaltic pumping and associated fluid technologies.

Our Purpose is to create sustainable value for all our stakeholders as we engineer a more efficient, safer and sustainable world. Our technologies play an essential role in critical industrial processes and industrial equipment across industries as diverse as Food & Beverage, Pharmaceutical & Biotechnology, Power Generation, Semiconductors and Healthcare. With customers in 165 countries, we provide the solutions that sit behind the production of many items used in daily life, from baked beans to mobile phones!

Our Purpose, supported by our inclusive culture and Values, unites us, guides our decisions and inspires us everywhere that we operate. We support our colleagues to make their difference for each other as well as customers, communities, suppliers, our planet and shareholders by creating a truly equitable working environment where everyone feels included.

Benefits

You will receive a competitive salary (and a discretionary bonus), flexible working and excellent benefits including 27 days holiday allowance (before bank holidays), 3 days' paid volunteering leave, comprehensive private healthcare, enhanced pension plan, life assurance, optional participation in a Share Ownership Plan, free onsite parking, flexible benefits, and access to a personal discounts' portal. We also offer a range of additional support and benefits through our Everyone is Included Group Inclusion Plan, detailed below.

Everyone is Included at Spirax Group

We are passionate about creating inclusive and equitable working cultures where everyone can be themselves and achieve their full potential. For us, that means supportive teams and strong relationships where everyone's contribution is valued - across social and cultural backgrounds, ethnicities, ages, genders, gender identities, abilities, neurodiversity, sexual orientation, religious beliefs, and everything else that makes us human and unique.

We want everyone to be able to make their difference here, so we will always consider requests for flexible working.

We know that everyone needs some extra help from time to time too, so we have introduced a range of additional benefits through our Group Inclusion Commitments. These include gender-neutral parental leave, 15 days of extra paid caregiver leave, paid time off and support for anyone experiencing pregnancy loss or domestic abuse, menopause-friendly workplace principles and more. Learn more at .

We are also a Disability Confident Committed Employer. If you would like to apply using this scheme, please select this option in our application form or notify our recruitment partners.