Head Of Service It

About the company

Mastek is an enterprise digital and cloud transformation partner that engineers excellence for customers in industries such as healthcare and life sciences, retail & consumer, manufacturing, financial services, and public sector across 40 countries, including the UK, US, Europe, Middle East, and Asia Pacific. Mastek helps enterprises decomplex digital and delivers business outcomes with trust, value, and velocity across the spectrum of Services including digital experience & engineering, cloud implementations, data, automation & AI, and cloud managed services. A preferred Oracle, Salesforce, Microsoft, AWS and Snowflake partner, Mastek has 6000+ employees and delivers right-fit solutions to both medium businesses and global Fortune 1000 clients. For more details, please visit our website www.mastek.com

About the job

Mastek has recently implemented a new government and government-client-facing service, supporting a UK service that has been deemed Critical National Infrastructure.

This opportunity replaces the current contract incumbent and offers a permanent opportunity to evolve and improve the existing service and enable the addition of future business.

The Head of Service will lead and improve the service, working closely with the government client. You’ll need to be eligible for SC Clearance and will ideally have led a service in a commercial environment. The team is made up of Level 1 & Level 2 Technical Service Desk, a Shift team, Incident, Problem & Change/Transition Management and ServiceNow support and development. The team are based in Leeds and you’ll have the flexibility that a hybrid role enables, with up to 3 days per week in our central Leeds office, and 2 days working from home. Within the office-working days, there will be a requirement to visit the client site in Manchester and there’ll be occasional visits to other Mastek or client sites including the Mastek UK HQ in Reading.

This is a 24x7 Service and so, although the team are organised to provide that 24x7 service, there is likely to be occasional requirements to support the team and processes out of normal office hours.

It goes without saying that you’ll have great communication skills, as well proven experiencing in leading IT services in a busy, SLA-critical environment. You’ll also set the leadership tone with the team, encouraging innovation as part of continuous service improvement, encouraging people development and succession planning and working with other Mastek sectors to share knowledge and best-practice across the wider organisation. You’ll act as a true partner to the Client, proactively identifying improvements and working with them to evolve and improve the processes across the entire ecosystem

Head of Service Job Description

Work Location –Leeds-based with some homeworking and occasional travel to Manchester and Reading

Project Scope –

As the Head of Service for a Technical Service Desk, you will be responsible for ensuring the delivery of high-quality technical support, diagnosis and resolution to end-users and commercial parties, optimizing service operations and associated ITIL processes, and driving continuous improvement initiatives 

 You will lead the Technical Service Desk which acts as the single point of contact (Level 1 Support) for all technical queries & issues, which will be raised via a central Contact Centre, or directly by –Departments & Supporting 3^rd Parties).  
 
The Technical Service Desk will additionally provide a Level 2 Support capability to investigate, diagnose and resolve alerts and Incidents, appropriately escalating activities for onward support from the wider support model, whilst also engaging in diagnosis of Problems. 

You will be leading a team that deliver 24/7/365 service provision of Service monitoring and incident response on a rotation basis, shift patterns and/or on-call shifts required in a service that is at the heart of the digital footprint across all government services.  

We are seeking an experienced and strategically focused leader with a strong background in managing a technical IT service desk overseeing our end-to-end helpdesk and IT support service capabilities. The ideal candidate will have a strong background in IT service management, leadership, and team development, alongside financial and risk management and governance. Additionally, this role will include client focusing activities such as preparing and assuring service review documentation, engaging with the client on service improvement initiatives along with managing escalation and challenges raised.

Job specifications –

• Lead, mentor, and manage a team of IT support professionals to provide exceptional technical assistance to users. Develop and implement service strategies, policies, and procedures to ensure efficient and effective IT support operations. Collaborate with cross-functional teams to identify user needs, establish service level agreements (SLAs), and define service metrics. Monitor and analyse service performance metrics, identify trends, and take proactive steps to enhance user satisfaction. Develop and manage the IT service desk budget, ensuring resource allocation for optimal service delivery. Oversee incident management, request fulfilment, problem management, and knowledge management processes. Establish and maintain a customer-centric approach, continuously seeking ways to improve the user experience. Evaluate and implement IT service management (ITSM) best practices and industry standards. Identify and drive process improvements, automation initiatives, and self-service options to increase operational efficiency. Lead and contribute to the design and execution of training programs to enhance the technical skills of the support team. Provide regular reports and updates to senior management on service performance, key initiatives, and areas of improvement.

Role Requirements  

• We are looking for SC cleared or SC eligible resources only
• We are looking for significant previous experience. Have demonstratable experience working independently in a similar environment of technical complexity and client-facing sensitivity ITIL V3 Certification desire but ITIL V4 preferred Proven experience in managing and leading IT support teams Strong understanding of IT service management (ITSM) principles, methodologies, and best practices.  Excellent communication and interpersonal skills, with the ability to communicate technical concepts to non-technical stakeholders. Ability to build relationships and influence stakeholders for the smooth operation and improvement of the technical service desk. Ability to manage and develop a team through inspirational leadership and constantly look at opportunities to enhance its effectiveness. Previous commercial experience would be an advantage

Key Generic Competencies 

• Ability to communicate with colleagues with varying levels of IT skills in potentially pressured circumstances Excellent communication and leadership skills to guide and motivate the supporting teams. Ability to prioritize and manage multiple tasks in a dynamic environment. Excellent leadership and team management skills, with the ability to motivate and develop staff. Demonstrated experience in improving operational efficiency and user satisfaction. Dedicated to reach and maintain high quality standards Customer focused Ability to work flexibly according to business requirements Ability to work collaboratively, as part of a team Fluent in written and spoken English