Head of Service

Key responsibilities

Service Leadership
• Lead the Service function across Xeinadin.
• Establish a single service operating model across all offices.
• Define and own service standards, SLAs, OLAs and KPIs.
• Act as the senior escalation point for service-related issues.
Service Desk & End User Experience
• Accountable for service desk operations & field engineering
• Drive improvements in first-time fix rates, customer satisfaction and service responsiveness.
• Champion an excellent end-user experience across all technology services.
• Develop self-service, knowledge management and automation capabilities.
• Ensure service transition from projects follows formal governance

ITIL Service Management
• Own Incident, Problem, Change, Request and Major Incident Management processes.
• Ensure service management disciplines are consistently applied across internal teams and suppliers.
• Maintain service governance forums and reporting.
Supplier & Vendor Management
• Lead service reviews with key suppliers including MSPs, SOC providers and application partners.
• Manage contractual service obligations and performance targets.
• Drive supplier accountability and service improvement plans.
• Support contract renewals, service transitions and commercial negotiations.
Major Incident Management
• Own the Major Incident process.
• Coordinate business communications during critical incidents.
• Lead post-incident reviews and root cause analysis.
• Ensure lessons learned are embedded.
Service Reporting & Governance
• Produce executive-level service reporting and dashboards.
• Present service performance to ExCo and relevant governance forums.
• Measure performance against agreed service targets.
• Drive fact-based service improvement initiatives.
Continual Service Improvement
• Develop a formal CSI programme.
• Identify opportunities for automation and standardisation.
• Improve operational efficiency, service quality and customer satisfaction.
• Reduce recurring incidents and operational risk.
Risk, Compliance & Assurance
• Support IT audit, cyber security and operational resilience requirements.
• Ensure service processes align to COBIT, ITIL and organisational governance frameworks.
• Maintain operational risk and issue registers.
Leadership & People Management
• Lead, coach and develop SDM.
• Manage the on call rota.
• Build a culture of accountability, ownership and customer focus.
• Support succession planning and capability development.
• Define clear objectives and performance expectations.

Benefits

Benefits
• Company Pension Scheme
• 25 days of annual leave + bank holidays
• Additional annual leave days from certain levels of seniority
• Ability to buy up to 5 days of annual leave to reach a maximum of 30 days per annum
• Business closure over Christmas*
• Life Assurance x4 annual salary
• Enhanced family leave policies
• Enhanced Company Sick Pay
• Employee Assistance Programme - 24/7 support, free and confidential
• Corporate Discounts Platform

Flexible Benefits platform with ability to opt-in to various insurances (level of seniority dependent & self-funded at corporate rates) such as:
• Critical Illness Cover
• Cash plan
• Cycle to work
• Eye care
• Dental
*subject to exceptions and business needs