Head of Service Management - GTO
We provide a platform for our people to do their best work and make an impact to the business, and we support our people’s career ambitions. We pledge to make Prudential a place where you can Connect, Grow, and Succeed.
The Head of Service Management will lead the IT Service Management team and oversee the strategy, implementation, and continuous improvement of IT service management processes. This role is pivotal in ensuring that IT services meet the needs of the business, achieve high levels of service quality, and deliver value to stakeholders.
Role and Responsibilities •
Strategy and Planning: • Develop and execute the IT service management strategy aligned with organizational goals. •
Lead the design and implementation of IT service management frameworks, methodologies, and processes. •
Ensure IT service management policies and procedures are well-documented and communicated. •
Service Delivery:- o Oversee the delivery of IT services to ensure they meet or exceed service level agreements (SLAs). o Work closely with other IT leaders to ensure seamless service delivery and integration.
- Continuous Improvement: o Implement and manage continuous improvement processes to enhance service quality and efficiency.
o Foster a culture of continuous improvement within the IT service management team.
- Stakeholder Management: o Build and maintain strong relationships with key stakeholders, including business leaders and external partners.
o Ensure customer satisfaction through regular engagement and feedback mechanisms.
- Team Leadership: o Lead, mentor, and develop the IT service management team.
o Foster a collaborative and high-performance team culture
Qualifications- Bachelor’s degree in information technology, Computer Science, or a related field; a Master’s degree is preferred.
- Minimum of 10 years of experience in IT service management or a related field, with at least 5 years in a leadership role.
- Proven track record of implementing IT service management frameworks such as ITIL, COBIT, or ISO/IEC 20000.
- Strong understanding of IT infrastructure, applications, and service delivery processes.
- Excellent leadership, communication, and stakeholder management skills.
- Ability to drive continuous improvement initiatives and manage change effectively.
- Strategic Thinking: Ability to develop and execute strategic plans that align with business objectives.
- Leadership: Strong leadership skills with the ability to inspire and motivate teams.
- Problem-Solving: Proficiency in identifying issues, assessing risks, and implementing solutions.
- Communication: Excellent verbal and written communication skills, with the ability to engage effectively with all levels of the organization.
- Customer Focus: Commitment to delivering high-quality IT services that meet the needs of the business.
- Adaptability: Ability to manage multiple priorities and adapt to changing business needs.
We encourage the same standards from our recruitment and third-party suppliers taking into account the context of grade, job and location. We also allow for reasonable adjustments to support people with individual physical or mental health requirements.