Role:  Head of IT&T Support Services and Technology

Our Client is looking for a Senior IT Executive to join their team in Dublin.

The successful candidate will lead a broad IT team that will include, Service Desk, Infrastructure Services, Network Services, Technical Support, Platforms and Service Delivery Managers

Responsibilities:

1.  Develop and implement a customer centric IT Support Service function that focuses on the definition, management and quality of IT services provided to the business
2.  Put in place a model for IT Support Services & Technology that will constantly monitor, analyse, plan and operate in a manner that will drive continuous improvement
3.  Establish a team of empowered Service Delivery Managers across the functional areas of the business that will champion IT Support Services for the business
4.  Implement ITIL v3 industry standard processes as a basis for controlling and delivering Service Management
5.  Perform regular benchmarking of the IT Service Catalogue against industry standards to demonstrate ongoing value to the business.
6.  Management of SLA’s and customer satisfaction across functional areas.
7.  Continuous and demonstrable improvement of productivity resulting in increased cost effectiveness and value
8.  Provides expert problem management resolution of high profile customer issues and ensures root-cause analysis is conducted and a corrective action plan is followed through
9.  Ensures robust tools and - where relevant - technological platforms are in place to support customer environment and best service solution

Experience:

1.  Excellent business focus with the ability to operate at senior manager/director level
2.  Demonstrates a breadth and depth of operational IT Service Delivery management expertise, preferably in a large organisation
3.  Broad IT&T technical aptitude and knowledge
4.  Has led step changes within other IT functions making improvements in both productivity as well as customer satisfaction
5.  Strong people development focus
6.  Significant experience of leading and managing teams (including matrix management) within an operational service delivery or shared services environment
7.  Strong commercial and financial awareness, monitoring, co-ordination and budget ownership
8.  Proven experience of contract negotiation and supplier management; experience of successfully integrating business and operational requirements into supplier relationships
9.  Relevant university degree and/or professional qualifications - ITIL and PRINCE2

If interested, please forward your details to Fergal Keys at The Panel fergalk@thepanel.com