Head of IT Service Management in London inLondon PUBLISHED WED 26 FEB 2025 Jump to job information section

The London Ambulance Service are looking for an experienced Head of IT Service Management to join the Technology Services Leadership team working to the Director of Technology Services with accountability for the management and improvement of Service Design, Operation, Change, Transition, Asset Management and continual service improvement of 1st and 2nd line support and alignment to ITIL standards

Our Trust depends on highly available, reliable, sustainable, cost effective systems to operate 24 hours a day. IM&T has a continuous programme of improvement to ensure that it's IT services meet these demands and delivers up to date technology to support the delivery of service and that it evolves with the changing demands of a digitally enabled world.You will be joining at a busy and exciting time for the Trust, as the directorate works to deliver the Digital Strategy, a key enabler of the Trust Strategy. A number of key Frontline Digitisation and Infrastructure projects, alongside programmes aimed at delivering an overall improvement in the operational suitability and efficiency of the Trust's estate.

o Achievement of agreed service level targets and customer satisfaction levels.o Production and maintenance of IT Service Management policies, processes, procedures, standards, guidelines and training documentation.o Production of agreed and timely IT Service Management/Operations Centre reports, metrics, KPIs and performance dashboards.o Identification and implementation of continual service/process improvements aligned to the IT Infrastructure Library (ITIL) 'industry best practice' guidance.o Management of assigned 3rd party suppliers, vendors and managed service providers.o Ensure that incidents are handled according to agreed procedures.o Ensure that appropriate action is taken to anticipate, investigate and resolve problems in systems and services.o Oversee the request fulfilment process to ensure prompt and efficient handling of service requests.o Implement and manage monitoring tools to track system and service events proactively.o Review information systems for compliance with legislation and specifies any required changes.o Ensuring compliance with organisational policies and procedures and overall information management strategy.o Manage, maintain, develop and improve the IT Service Management Tools used in delivery of the IT services.o Promote and ensure consistent use of IT Service Management Tools.

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For fuller information of main responsibilities for this post, a job description and personal specifications has been attached the the Documents section.