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Head of IT Service Management

Homebased

The Head of IT Service Management will act as the local market Senior leader for the IT Service Management programme. They will be responsible to establish and improve Sysco’s IT Service Management practices working in an Agile context utilizing internal IT teams and contractor partnerships to deliver world-class IT Services.

The Role:

This position will require Intermediate experience in ITIL, the ITSM leader will lead various process owners to improve the performance of practices such as Incident, Service Request, Service Catalogue, Change, Problem, Knowledge, and others.

The ITSM leader will also promote and establish a service ownership transition, working with local leaders to ensure that operation support models are optimal incorporating ITSM practices including Continual Service Improvement.

The role also involves defining the strategy and long-term planning for Service Management to ensure it delivers business value for money, and ensures that all run processes, tools and activities are operated efficiently and effectively across Sysco GB delivering operational excellence while ensuring alignment to the Global Standards and Practices.

• Engaged and proactive champion for IT operations and service management solutions, driving continuous improvement of IT services and products through Operational Reviews, enablement, and advocacy for ITIL best practices; oversees delivery of IT services through the ServiceNow platform
• Respected & Trusted Team Leader with a track record of delivering against commitments and coaching teams to innovate and execute; focus on team development, enablement, and empowerment; highly effective communicator, at all levels of the organization, ensuring stakeholder alignment and inclusion. Performance Driven
• Business Partner, skilled in stakeholder management and connecting service delivery solutions with business challenges; someone with a strong technology background and business acumen to maintain alignment between stakeholders and IT in day-to-day operations
• IT Operations, continuous Improvement, Implement policies and processes for the monitoring, measurement, reporting and continuous improvement of service and component availability; provides consulting services to Senior Management related to the alignment of business needs with IT operations. Promote innovative thinking and utilization of IT resources in the business
• Customer Relationship Management, manages customer expectations; resolve customer satisfaction issues; train and educate customers on the use of technology; offer alternate solutions to customer problems (e.g. process changes); communicate IT goals, activities and accomplishments to the business
• Platform and Tool Governance of ongoing optimization, and adoption of all applications (ServiceNow platform) under the Service Management umbrella
• Talent Management – Hiring, developing, and mentoring staff to fulfil needs of department
• Financial Management – Overseeing budgeting and management of assigned cost centres, as required and within the budget framework of the role.

You

Knowledge, skills, experience, and competencies

• Ability to manage conflict and offer suitable resolutions with Strong customer service, project management, and quality control skills
• Strong teamwork skills and attention to detail.
• Excellent written and verbal communication skills
• Willingness to support and mentor junior staff
• Able to manage sensitive and sometimes confidential information
• Self-motivation and able to take responsibility
• Understanding and experience of ITIL, particularly Incident, Request and Problem Management.
• An understanding of the technologies involved in the provision of IT services in a complex operating environment, especially highly available and resilient systems.
• A strong background in customer service and proven relationship management skills.
• Excellent co
• mmunication skills.
• Reporting on pro-active and reactive trend analysis.
• Reporting to all levels on summary and progress reports.
• Strong time management and efficiency skills organised, and delivery focused, good planning skills, and process driven.
• Resource planning skills
• Able to negotiate in difficult situations to reach a successful conclusion.
• Adaptability, flexibility, and the ability to deal with ambiguity associated with working in a fast-paced environment.
• Keen sense of time management
• Demonstrate strong commitment and drive for results.
• The ability to work independently and under pressure.

Desired:

• ITILv3 Service Management Foundation Certificate (or equivalent), ITILv4 preferred

What you’ll get:

• A competitive salary
• Cash Car Allowance
• Annual Bonus
• Remote Working
• Huge discount on all sorts of lovely food and award-winning products
• Generous holiday allowance, with option to purchase more
• Recognition awards and Incentives
• Pension
• Real career opportunities - being part of Sysco, the world’s leading foodservice business, opens up a world of possibility
• And much more….

There are a lot of hungry mouths to feed out there and every day we deliver 1.5 million products from our fleet of 2000 trucks to thousands of restaurants, pubs, hotels, schools, hospitals and care homes in every corner of the UK.

Our customers count on us for exceptional food and service, and as our response to Covid-19 proved, our 6,000-strong workforce is dedicated and proud to play their part in feeding the nation.

There’s a lot on offer, so what are you waiting for?

Bring your whole self to work. #BelongAtBrakes

At Brakes we’re passionate about creating an inclusive workplace that celebrates and values diversity. We don’t want you to ‘fit’ our culture, we want you to help define it.

All job applicants will receive equal treatment regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation.