Head of IT Services

Are you an experienced Head of IT Services looking for an opportunity to play a key role in leading a civil service organisation through a digital transformation? NS&I are bringing their technology services in house, giving them greater ownership over how they will transform the way they work.

The role:

The Head of IT Services is responsible for setting the strategy for technology service management, ensuring alignment with broader operational and SIAM governance requirements, overseeing NS&I’s service providers to assure they are delivering the technology services effectively to meet NS&I’s operational demand, and ensuring technology operational processes work across a multi-supplier operation model. This applies both to transformational delivery programmes that change NS&I’s core operating model and legacy IT estate.

Responsibilities:

Strategy and Operating model for I&T Services

• Working with the Assistant Director, I&T ensure that the I&T service vision and strategy are clearly defined, understood and aligned to NS&I’s IT Strategy.
• Building the I&T service function to provide capability to operate in future multisupplier model
• Optimising the governance for the I&T service operations across both the current BAU operating model and the future multi-supplier SIAM governance model
• Contributing to the strategic planning and budgeting processes to ensure technology services are adequately provisioned.

Ensure the I&T solutions Operations meet NS&I business needs

• Ensuring IT solutions are operated robustly and meet Service Level Agreements
• Analyzing current IT solutions and environment and driving continuous improvement to aid operational efficiency.
• Working with I&T Delivery and other key stakeholders to ensure seamless transition from development to live services.
• Contributing to portfolio planning and operational governance to assure change proposals follow the right sequence resolving technical interdependencies
• Ensuring the I&T services will deliver business outcomes and integrates with the IT strategy and roadmap.
• Owning the identification, remediation and reporting of the risks related to I&T services pillar.

Manage the technology services of 3rd party service partners and outsourced IT service providers to ensure the optimal operation of technology solutions

• Overseeing service delivery partners in supporting, delivering and improving IT services to meet NS&I’s requirements.
• Being accountable for the operational assets across the multi-supplier model to provide accurate asset information including the configuration and resilience aspects
• Being responsible for overseeing disaster recovery tests, backup and restore, application management procedures and run books across the multi-supplier estate
• Being responsible for the operation of NS&I technology landscape for employee service operations and Hybrid working.
• Being accountable for identification and remediation of the root cause of an IT incident, and determining the best way to eliminate future occurrences.

Provide leadership and management of the I&T Service team

• Manage a team of Tech Operation Leads and Service Assurance Leads.
• Develop, recruit, train, and delegate duties to members of the I&T Service team.
• Promote service management good practice to other business leaders.
• Identify requirements for team structures, cultural change, resources and capacity to support technology services.

Person Specification:

• Significant knowledge and experience in Operational and ICT management roles in an outsourced business environment or public sector in a regulated and compliant environment.
• Experience working with external IT assurance companies and IT auditors.
• Experience of managing relationships with important senior stakeholders, providing an arbitration for internal and external service suppliers in a multi-supplier environment.
• Significant experience in implementing an industry IT service management framework (including incident management, setting policies and standards) into numerous environments.
• Significant experience in driving direction on which service management tools or methods to use for meeting needs of internal users and service suppliers.
• ITIL Service Management Framework qualification at a practitioner level and certification.
• Expert knowledge on service management tools (CMDB, Reporting, Service Now
• etc.)
• In-depth knowledge of service transition, SIAM and operational acceptance criteria.