Head of Global Service Operations

The Head of Service Operations is responsible for managing the day-to-day IT service delivery, ensuring alignment with strategic goals, and optimizing operational processes. This role focuses on executing the service delivery strategy, managing vendors, ensuring risk and compliance, and driving continuous performance improvement. The role collaborates with multiple teams and stakeholders to ensure that service operations align with business objectives and customer expectations.

This role will be responsible for setting the vision and strategy for service management, ensuring processes are owned and maturing. You will be leading a team, ensuring adequate resources and capacity as the escalation point for business stakeholders. This role will lead the portfolio for the business at a senior level.

Key Responsibilities:

1. Leadership & Management:
• Lead and manage the IT Service Operations team, including ITSM Specialists and additional operations staff.
• Oversee daily service delivery operations to ensure alignment with business goals and customer requirements.
• Mentor and develop the ITSM team to maintain a high level of customer service for internal and external stakeholders.
• Foster collaboration across teams, ensuring integration and consistency in service delivery.

o   Coordinating and managing multiple departments towards achieving operational objectives.

1. Service Delivery Strategy
• Develop and implement a robust service delivery strategy that aligns with organizational goals and business needs.
• Ensure execution on service delivery strategy to ensure timelines are met.
• Set clear SLAs and KPIs to measure service success.
• Ensure service delivery aligns with customer expectations and drives business value.

o   Developing and implementing operational policies, standards, and procedures for the organization

1. Vendor Management
• Manage relationships with external vendors such as Kocho, ensuring services are delivered within contract terms and SLAs.
• Lead vendor negotiations, performance reviews, and escalate issues when necessary to ensure vendor accountability.
• Collaborate with vendors to foster continuous improvement in service performance.
2. Performance Monitoring & Improvement
• Monitor the performance of service operations, using data and KPIs to identify areas for improvement.
• Work with ITSM Specialists to ensure consistent application of ITSM tools and processes.
• Drive a culture of continuous improvement, ensuring that services evolve with business needs and technological advancements.
3. Stakeholder Management
• Build and maintain strong relationships with key stakeholders, ensuring service requirements are understood and met.
• Serve as the primary point of escalation for internal and external stakeholders for all major service-related issues.
• Communicate service performance, risks, and opportunities regularly to stakeholders and leadership.
4. Incident & Problem Management
• Lead the incident and problem management processes, ensuring prompt resolution of issues to minimize service disruption.
• Conduct post-incident reviews and ensure that lessons learned are implemented to avoid future occurrences.
• Coordinate with the Head of Network & Comms, Head of Cloud & Infra, and other functional teams to resolve incidents quickly.
5. Process Optimization
• Identify opportunities for process automation and optimization within service operations, improving efficiency and service quality.
• Collaborate with cross-functional teams to align processes and streamline operations for better end-to-end service delivery.
• Ensure that all operational processes adhere to best practices and industry standards.
6. Governance & Compliance Management
• Ensure compliance with IT governance, risk management policies, and regulatory requirements.
• Develop, enforce, and regularly review operational policies to minimize risks and maintain compliance with external and internal standards.
• Mitigate operational risks by establishing controls, monitoring compliance, and ensuring business continuity.
7. Metrics, Reporting and Dashboards
• Automate the reporting process, streamline and automate the generation of periodic reports to ensure consistent and timely delivery of performance data to stakeholders.
• Conduct in-depth root cause analysis using available metrics and reports to identify recurring issues, problematic service areas, or performance gaps. Use this analysis to implement preventive measures and long-term improvements.
• Based on metric analysis and reporting, develop and execute Service Improvement Plans (SIPs) to address identified issues.
• Set clear targets for continuous improvement. Based on reporting and dashboard data, collaborate with ITSM specialists, service desk teams, and other function heads to set improvement targets. These targets should be focused on reducing downtime, improving service desk efficiency, and ensuring greater vendor accountability.
• Provide clear, transparent communication of service metrics and performance reports to key stakeholders, both internal and external. Customize communication style and frequency to the audience, ensuring that stakeholders have visibility into service quality and risks.

Key Qualifications and Skills:

• Proven experience in leading IT service operations with a strong focus on vendor management and service improvement.
• Strong knowledge of IT Service Management (ITSM) frameworks, such as ITIL.
• Experience in managing incidents, problems, and changes within a global IT service environment.
• Demonstrated success in driving continuous improvement and optimizing processes.
• Strong leadership and stakeholder management skills, with the ability to manage escalations and communicate effectively.
• Experience with risk management, compliance, and governance in IT operations.
• Familiarity with cloud infrastructure, network operations, and end-user support is mandatory
• Relevant certifications in ITIL, vendor management, or process optimization (preferred).