At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and innovation over 30 years.
We provide a supportive environment that is committed to enabling our people to be the best – ensuring they feel proud to be themselves and part of BUUK Infrastructure.
We are looking for Head of Technology Services who would like to help us reach our mission to “earn customer loyalty and drive business growth by providing consistently excellent service”.
Purpose of this role
To provide accountable leadership for the end-to-end technology service experience across BUUK, bringing together Service Desk, end-user services, IT service management, ICT engineering, IT administration, business systems support and Rapid Development & Support. As a member of the IT Leadership Team, the role will improve service performance, colleague experience, operational resilience and continuous improvement, while enabling joined-up delivery across IT and the business.
Your key responsibilities are
Own the strategy, operating model, roadmap and performance of Technology Services.
Lead the managers responsible for Service Desk and Rapid Development & Support, providing direction, coaching, succession planning and clear accountability.
Establish effective demand, incident, request, problem, change, knowledge, service-level and continual-improvement practices.
Improve colleague and customer experience by reducing hand-offs, clarifying escalation routes and accelerating resolution and service enhancement.
Translate business needs, operational issues and feedback into prioritised service improvements, fixes, automation and practical solutions.
Ensure services are secure, resilient, supportable and compliant, working with Cyber Security, Infrastructure, Architecture, Data Protection and Business Continuity.
Manage suppliers, budgets, contracts, licences and resources, ensuring value for money and appropriate commercial control.
Build capability and visible career pathways across service, support, engineering and development disciplines.
Work collaboratively with the PMO and Projects & Change function to provide governance, prioritisation, resource planning, risk management, benefits realisation and successful transition of change into operational service.
Ensure operational readiness, supportability, colleague adoption and service impacts are considered throughout project and programme lifecycles.
Represent Technology Services within portfolio governance forums, aligning delivery priorities with operational capacity, service outcomes and business objectives.
Act as a senior escalation point for significant service issues and coordinated major-incident recovery.
Participation in senior incident escalation and out-of-hours support arrangements, where required.
Qualifications
Degree-level qualification in information technology, business, engineering or a related discipline, or equivalent substantial professional experience.
Recognised service-management qualification such as ITIL 4 Foundation or higher.
Evidence of continuing professional development in technology leadership, service management or organisational change.
Experience/Knowledge
Significant leadership experience across technology service delivery, end-user services, service management, engineering or business systems support.
Accountability for service performance, colleague experience, operational resilience and continual improvement.
Experience leading managers and multidisciplinary teams through organisational and cultural change.
Strong knowledge of IT service management, service measurement, major incidents, problem management and service transition.
Experience of budgets, suppliers, contracts, workforce planning and technology investment.
Understanding of cyber security, data protection, business continuity, disaster recovery and technology risk.
Experience working collaboratively with programme, project and portfolio management functions to govern delivery, manage demand and realise business benefits.
Knowledge of agile and product-aligned delivery principles and how they complement professional functional teams.
Abilities/Skills
Sets clear direction and translates strategy into measurable plans and outcomes.
Builds trust, leads through others and creates an inclusive, accountable and high-performing culture.
Makes balanced decisions using customer impact, risk, evidence, cost and business value.
Communicates complex technology and service issues clearly to executive, business and technical audiences.
Removes organisational barriers, resolves competing priorities and enables decisions closer to the work.
Strong commercial, financial, analytical and supplier-management skills.
Leads calmly through major incidents, ambiguity and organisational change.
Develops people through coaching, delegation, feedback and succession planning.
Desirable
ITIL 4 Managing Professional or Strategic Leader.
Leadership or management qualification.
Experience within utilities, regulated infrastructure, telecoms or another operationally critical environment.
Experience of service automation, AI-enabled service management or digital employee experience.
Familiarity with ISO 27001, NIST Cybersecurity Framework or ISO 20000.
Conditions of Employment
What can you expect from us
Cost of living annual pay review.
Company pension contributions up to 10% if employees contribute 5%.
33 days holiday including bank holidays with the ability to purchase an additional 2 weeks.
Enhanced maternity, paternity and adoption pay.
To say thank you, each time you successfully refer someone you will receive a referral payment of £1000 (net of tax).
Hybrid working for eligible roles.
Development opportunities to reach your career aspirations.
BUUK has an award-winning culture. We care about your wellbeing and safety as we all deserve the right to go home safe, every day. We are proud to be an equal opportunity employer, we respect each other and advocate for equity, diversity and inclusion in all we do.
Research shows that women and people from different underrepresented backgrounds often only apply for a job if they meet 100% of the listed qualifications. If you would like to be a part of our team and you meet many, but not all our requirements for this role, please apply. You can also ask us about flexible working options.
Please note we reserve the right to close the role early. Therefore, if you're interested in this role, we encourage you to apply as soon as possible.
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