Description
Davies Group IT is seeking an experienced ITSM leader to take up the position of IT Service Director to continue transformation of our EUC service delivery function. The ideal candidate will have a strong background in IT service operations and a proven track record in driving wholesale change, implementing accredited frameworks that demonstrate effective, secure, and risk-based service delivery.
The IT Services Team are responsible for supporting the business globally with respect to fulfilment of hardware and software request across three core areas:
BAU: This includes JML and ad hoc EUC requests
Project: Provision of EUC requirements from projects
M&A Integration: Coordination of bulk equipment refresh for M&A integrations
In this senior leadership role, the successful candidate will be responsible for implementing service management frameworks with a focus on operational excellence, automation, and continuous improvement, driving enhanced efficiency and customer satisfaction. They will also ensure compliance with industry standards and manage both internal resources and outsourced vendor relationships effectively. This position requires a leader who understands service and technical operations and has an international perspective on standards and customer service.
Reporting to the Chief Procurement Officer, this role is a Fixed Term Contract (until June 2025), with one direct report, and a wider team of 8 overseas.
Key Responsibilities
Leadership and Strategy
* Develop and lead the strategic transformation of EUC IT Service, including a clear vision and strategy for optimal ITSM processes and supply chain services.
* Establish service operations policies and procedures that prioritize customer satisfaction and comply with international and UK-specific accreditation standards.
* Foster a culture of continuous improvement and innovation, especially in automation to enhance efficiency and customer experience
* Manage outsourced vendor relationships
Customer Service Excellence
* Establish and track metrics and KPIs to effectively measure service performance and customer satisfaction.
* Implement consistent communication channels to maintain transparency and align stakeholder expectations regarding objectives, timelines, and SLAs.
Process Improvement
* Drive an automation-first mindset, identifying opportunities to enhance and streamline processes to improve efficiency and service delivery.
* Collaborate with IT and business teams to integrate automated tools and processes effectively, leveraging tools such as ServiceNow for tracking and reporting.
Service Continuity and Change Management
* Ensure the continuity of supply chain IT services, implementing best-in-class continuity practices and proactive change management processes to minimize disruptions.
* Oversee SLA/KPI-led ITSM processes, ensuring alignment with BAU, operational IT, and other stakeholders.
Risk Management and Security
* Implement robust risk management and security protocols across all aspects of service delivery to protect against potential threats.
* Equip the team to identify, assess, and mitigate risks effectively, promoting a proactive and secure service environment.
Team Management and Development
* Lead, mentor, and develop a high-performing team, fostering a collaborative and proactive culture.
* Manage resources to ensure the team is equipped with the skills and tools necessary for success in a dynamic environment.
Supply Chain Management
* Ensure accurate stock management and monitor supply levels to meet IT operational and M&A needs.
* Oversee the timely and effective delivery of IT equipment to the required locations, supporting seamless IT operations across the business.
* Track spend and work with procurement teams to establish new suppliers as needed, particularly in new or expanding locations.
Budget and Spend Management
* Provide accurate budget forecasts for Service Operations, ensuring alignment with broader IT financial objectives and supporting effective financial planning.
* Track spend and costs, ensuring budget adherence and proactive financial management within service operations.
Performance Monitoring and Reporting
* Establish transparent reporting on service operations, covering cost, stock management, risk, incidents, and performance metrics.
* Provide regular insights and updates to senior leadership, proactively identifying improvement opportunities for service quality, efficiency, and reliability.
Skills, Knowledge and Expertise
* Proven track record in a senior ITSM management role with experience in global IT service delivery.
* Ability to lead, mentor, and engage a cross-functional team and manage complex projects in a fast-paced, ambiguous environment.
* Strong project management skills (PMP or PRINCE2 certification a plus) and familiarity with ITSM frameworks and tools, such as ServiceNow.
* Advanced understanding of automation, IT hardware and software management, and the ability to leverage data for strategic planning and reporting.
Preferred Qualifications:
* Bachelor’s degree in Information Technology, Supply Chain Management, Business Administration, or a related field; advanced degree preferred.
* ITIL Managing Professional or equivalent certification.
* Experience with cloud-based supply chain management systems and automation tools.
* Familiarity with the M&A process and requirements for successful IT integration.
Benefits
Davies are committed to being a diverse and inclusive workplace. We welcome candidates of all genders, gender identity and expression, neurodiversity, sexual orientation, disability, physical appearance, body size, race, age, nationality, and belief (or lack thereof). Davies benefits and employee policies are ever-evolving. Currently some of our highlights include:
* Reward platform – discounts for over 800 retailers
* 25 days holiday (rising with service)
* EAP with virtual GP
* 2 x paid volunteering days
* Enhanced maternity and paternity leave policies
* Fostering friendly and fertility support employer
* Pension - matched contribution at 5%
* Life Assurance (4 x basic salary)
* Development, training, and professional qualifications where applicable
We are a specialist professional services and technology firm, working in partnership with leading insurance, highly regulated and global businesses.
We help our clients to manage risk, operate their core business processes, transform and grow. We deliver professional services and technology solutions across the risk and insurance value chain, including excellence in claims, underwriting, distribution, regulation & risk, customer experience, human capital, digital transformation & change management.
Our global team of more than 6,500 professionals operate across ten countries, including the UK & the U.S. Over the past ten years Davies has grown its annual revenues more than 20-fold, investing heavily in research & development, innovation & automation, colleague development, and client service. Today the group serves more than 1,500 insurance, financial services, public sector, and other highly regulated clients.