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  • Head of Service & Operations

  • Business: Travis Perkins PLC
  • Sector: IT & Digital
  • Location: Northampton, Northamptonshire
  • Salary: Competitive + excellent benefits
  • Hours of work: 40
  • Position type: Permanent
  • Job type: Full Time
  • Date posted: 05-Oct-2018
  • Job reference: 18079

Job Description

To enable our IT Department to continue to provide an exceptional service across the business we are looking for a Head of Operations and Service to provide leadership, strategic direction, ownership and accountability for the provision of IT operations, monitoring and service management.


This role will need to ensure that all IT services are available to the whole Group as per agreed SLAs, targets and cost.


You’ll be responsible for:


  • Accountable for all aspects of IT service provision for all Group companies including direct accountability for all first line services and responsibility for all end-to-end service delivery.

  • Working with Business Service Owners, ensure that each service is captured within the Service Catalogue and that every service has agreed SLAs and internal OLAs that meet customer expectations.

  • Forecast and operate within agreed budgets for the service operations function such as resourcing and operations. Ensure all service operations functions support the overall IT strategy and objectives and continual service improvement is embedded throughout supplier as well as internal relationships.

  • Being the face of IT service to business colleagues, organise and run appropriate service reporting and review meetings with customers, determine and agree service improvement plans and deliver on these.

  • Responsible for monitoring all services as appropriate including event and incident management processes and then working with Service Owners to correct failing incidents, determine corrective action and tracking underlying problem resolution.

  • Define and implement the Service Delivery Strategy and manage the process of service design and transition of all new, enhanced and changed services. Drive and monitor the continued service improvement of ICT services focusing on delivering business benefits.

  • Lead and coach a team of individuals to excellent performance. Nurture emerging talent to become future leaders and manage poor performance using the Travis Perkins people manager toolkit. Ensure all HR processes are followed for the entire team to include PDP, Annual Reviews etc. Deputise for the Technology Services Director in periods of absence


What do I need to have?


We are looking for experience at a senior level in a previous service management or similar process role with proven experience of developing and delivering service delivery management transformation programmes in similar sized & complex organisations. You will need to have experience in prioritising tasks while maintaining and working to ITIL standards, proven experience of managing staff in a matrix structure through significant organisational, structural and technology change and experience working and delivering service management practices within an Agile environment.


Why us?


We are the UK leader in the building materials and home improvement markets. Recognised as one of Britain’s Top Employers since 2010, we offer our employees access to extensive career opportunities across 20+ leading businesses including Travis Perkins, Wickes, Keyline and City Plumbing Supplies. We operate out of more than 2,000 outlets nationwide and have over 28,000 colleagues.


Despite our size, we’ve got the values of a family run business. So there has never been a better time to join us.  And if, like us, you put customers at heart of everything you do, you can expect to be rewarded with a full package of perks on top of a salary that grows with you as you grow in our business.


Closing date: 15th October
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