Full job descriptionThe Opportunity
An ambitious and growing business is seeking a Head of IT Service & Support to shape, modernise and lead its IT support function during a significant period of growth and change.

This is a rare opportunity to join a business that is investing heavily in its technology capability, operating model and employee experience. With strong backing from senior leadership, you will have the platform, autonomy and support to build a modern, high-performing service function that can scale with the organisation’s future ambitions. This is not a role focused on maintaining the status quo. Instead, you will play a key role in developing a more mature, proactive and customer-focused IT function.

The Role
Reporting to the Group IT Director, you will take ownership of a multi-site support operation and lead the evolution of service delivery, service management and user experience across the organisation.

Your key areas of focus will include:
*Leading and developing a distributed team of IT support professionals.
*Enhancing service management processes, governance and operational standards.
*Improving incident, request, problem and change management capability.
*Driving automation and self-service initiatives to improve efficiency and user satisfaction.
*Building stronger relationships with stakeholders across multiple business locations.
*Creating a culture built on accountability, service excellence and continuous improvement.
*Supporting organisational growth through scalable support models and processes.

The Person
With experience of having led an IT support or service management function, you’ll bring:
*Experience leading IT support, service desk or service management teams.
*A strong understanding of ITIL and service management best practices.
*A track record of improving processes, performance and customer experience.
*Experience operating within complex, multi-site environments.
*Excellent stakeholder management and relationship-building skills.
*A hands-on leadership style with a genuine passion for developing people.
*The energy, ambition and resilience to drive positive change.

Most importantly, you will be someone who genuinely cares about delivering exceptional service and creating a technology function that people trust and value.

Applications are also sought from high-performing Service Desk Managers ready to step into a broader leadership role.