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Head of IT Service Management UK


As the Head of IT Service Management UK, you will have overall responsibility and be the lead facilitator, for the delivery, management and improvement of IT services to internal and external clients across one of Equifax’s international regions. Responsible for leading the development, implementation, sustainment, and continuous improvement in IT Service Management processes; as well as establishing, measuring and reporting on Key Performance Indicators (KPIs) related to services, processes, operations, and delivery.

What you’ll do

  • Manage and lead the IT Service Management team ensuring appropriate prioritization and controls

  • Contribute directly to the strategy, development and quality of IT Service Management and the company’s service delivery capability.

  • Own the IT services and ensure their effective delivery, management and improvement to meet the business needs.

  • Lead IT change enablement and transition activities to ensure operational readiness for all sizes of transformation and change activity.

  • Ensure there is effective knowledge management and quality assurance in place with Equifax Service Desk

  • Active stakeholder and driver in underlying operations process and infrastructure, to direct continuous improvements across the supporting teams to meet existing customer contract/statement of work, Service Level Agreements (SLAs), and Operating Level Agreements (OLAs) and compliance requirements.

  • Create, monitor, and report on a comprehensive set of metrics and KPIs based on the IT service deliverables and the agreements above.

  • Own and lead the execution of the process development and improvement roadmap for multiple ITIL processes to improve alignment and business outcomes.

  • Develop both short and long term service and process goals and maturity levels to be achieved over the specified time period.

  • Partner and collaborate with other teams to deliver a holistic IT Service Management program with a coordinated set of continuous improvement initiatives.

  • Work within the management structure to provide thought leadership on ITIL process development, the current position, roadmap and strategic direction.

What experience you need  

  • Strong evidence of related and progressive experience combining IT delivery, solutions implementation, project, operations management, team leadership.

  • Evidence of significant experience in delivering IT Service Management and process management through a structured approach, in a corporate environment; including ITIL v3.

  • Excellent written and verbal communication skills, especially in the creation of policies,procedures and management reports (such as reporting on metrics and key performance indicators)

  • Service, project and results-orientation, with strong analytical and problem solving skills.

  • High-energy work ethic, ability to establish vision, drive change and deliver results.

  • Ability to facilitate cross-functional teams to develop, deliver, operationalize, document, and support solutions.

  • Knowledge of developing and managing continuous improvement program

  • Ability to work with, influence and communicate with all levels of staff within the organization, and other related third parties

What could set you apart

  • Experience of delivering a service through a technical transformation

  • Previous experience of working with Devops and agile delivery

  • Experience of Client facing communication in a service related role

  • Experience of working in a world-class international company

  • Financial Services CRA experience

We offer a wide range of company supported benefits including contributory pension, life cover, income protection, Bupa healthcare, enhanced maternity and sick pay, 26 days holiday and a day off for your birthday, with the ability to buy and sell and free credit checks. We also offer flexible benefits ranging from cycle to work, discounted travel options, gym membership, dining and leisure discounts, financial & savings plans, mobile discounts plus much more!

We also support personal development and have a range of learning options including our global online learning platform and allow you to bring your whole self to work supported by our Inclusion and Diversity, Wellbeing and Employee Engagement forums. 

If this sounds like somewhere you want to work, don’t delay, apply today - we’re looking for you!

All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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