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Head of Service Management

Internal IT


The Head of Service Management is a senior operational role, working closely with the Extended Internal Tech Leadership team to drive service excellence into all offerings. This is a crucial role in the evolution of the IT service offering. The scope of the job will be to develop and introduce the Service Delivery function into the Internal Tech department and contribute to the design and creation of inter-departmental governance and processes. The Service Delivery function will become the champion for operational customer service, concerns, and escalations. They, along with the rest of the department, will need to ensure that the service operates at all times within agreed SLAs.

  • Define the Internal Tech Service Management approach and operating model
    Manage a global Service Management team, consisting of direct reports and dotted line reports (internal and external partners)
  • Manage the hiring process, training, staff development, and performance management
  • Develop and enhance an up-to-date Service Management framework based on ITIL, ISO 9-x, and DevOps
  • Create and manage a unified and flexible service transition framework, working with other members of the Internal Tech
  • Develop and maintain service documentation
  • Facilitate a metrics and reporting framework to measure the efficiency and effectiveness of Service Management at Endava
  • Participate in the corporate risk governance structure
  • Establish and provide regular reporting on all Service Management KPIs
  • Interact with related disciplines to ensure the consistent application of policies and standards across all technology projects, systems, and services, including privacy, risk management, compliance, and business continuity management
  • Oversee and manage Service Improvement initiatives


Qualifications and Experience

  • 10+ years of experience in a Service Management leadership role
  • Up-to-date knowledge of methodologies and trends in IT Service Management
  • Good understanding of IT management and processes, specifically ITIL processes
  • Strategic leader and builder of both vision and bridges with the ability to energize the appropriate communities within the larger ecosystem
  • Proven people management experience and leadership skills
  • Experience in leading a team of SDM's
  • Well-developed influencing skills and powers of persuasion
  • Experience working with globally distributed teams and acquisitions
  • Knowledge and understanding of relevant legal and regulatory requirements, such as Sarbanes-Oxley Act (SOX), Payment Card Industry/Data Security Standard.
  • Knowledge of common risk management frameworks, such as ISO/IEC 27001, ITIL, and NIST
  • ITIL Certification is required
  • Excellent written and spoken English


About Endava

Endava is reimagining the relationship between people and technology. For the past 20 years it has helped some of the world’s leading Finance, Insurance, Telecommunications, Media, Technology, and Retail companies accelerate their ability to take advantage of new business models and market opportunities. We have more than 8 000 employees located in close to client locations in Denmark, Germany, Netherlands, United Kingdom, United States and nearshore delivery centers in the EU: Romania, Bulgaria; Central European Countries: North Macedonia, Moldova and Serbia; Latin America: Argentina, Colombia, Uruguay and Venezuela.

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