Vacancy No
VN14112
Employment Type
Permanent
Location Country
United Kingdom
Work Location
Glasgow
Who are V?
As a global leader in ship management and marine services, we add value to a vessel’s operations. Operating around the clock and around the world, V. gives every client the quality and efficiency they need in every sector. Covering crew management and recruitment, quality ship management and technical services, together with supporting management and commercial services, V. has an unrivalled industry knowledge with performance assured. Our values, We Care, We Collaborate, We Challenge, We are Consistent, We Commit and Deliver, are at the heart of everything we do and they support our strategy of Investing in Talent. We are always interested in making contact with talented individuals - people who will demonstrate our values and deliver great service, for internal and external stakeholders.
Overall Purpose of The Job
The Head of Service Management Office (SMO) is a pivotal leadership role charged with leading and optimising our service management processes and practices to align with V.Group goals and objectives. The role holder will provide strategic direction, oversight, and coordination of service management activities, ensuring V.Group achieves optimal service delivery, customer satisfaction, operational efficiency, and continuous improvement to meet our future strategy.
Key Responsibilities and Tasks
Leadership and Strategy:
* Develop and implement a strategic vision for service management to support ISO accreditation and align with V.Group objectives.
* Lead and manage a high-performing SMO team, fostering a culture of collaboration, accountability, and continuous improvement.
* Ensure that service management processes align with industry best practices and compliance requirements.
Service Design and Transition:
* Oversee the design and transition of new services into the live environment, ensuring seamless integration and minimal disruption to operations.
* Work closely with stakeholders to define service requirements, design service level agreements (SLAs), and set appropriate performance metrics.
Service Operations and Delivery:
* Ensure effective management and monitoring of service operations, ensuring service availability, reliability, and performance meet defined SLAs.
* Lead incident, problem, and change management processes to minimize the impact of incidents and problems on the business.
* Drive a culture of proactive service improvement and customer satisfaction through effective feedback mechanisms and service reporting.
Relationship Management:
* Establish and maintain positive relationships with key stakeholders, ensuring alignment of services with their needs and expectations.
* Collaborate with other organisational units to improve cross-functional service delivery and foster a collaborative work environment.
What can I expect in return?
V. Group can offer you a market leading salary and benefits package, in addition to significant opportunities for career growth and personal development. This a great opportunity to join a true leader in the maritime sector - a company that has exciting plans for future growth.
Essential
* Proven experience (5 years) in a leadership role within a service management or ITIL framework, operating a Service Desk.
* Strong understanding of IT operations, technologies, and industry trends.
* In-depth knowledge of service management principles, frameworks, and methodologies (e.g., ITIL, COBIT, ISO).
Desirable
* Relevant industry certifications such as ITIL certification.
Additional Information
Applications Close Date
01 Dec 2024
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