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Global Head of IT Support Services
Res
Leads the global service desk team and supports ITIL processes and service delivery across the company, improving efficiency, customer satisfaction, and addressing unique challenges of remote construction environments.
14d ago
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Kings Langley, England, United Kingdom
Hybrid
Company Size
2,200 Employees
Service Specialisms
Operations & Maintenance
Asset Management
Consultancy & Advisory
Spares & Repair
Digital Solutions
Sector Specialisms
Renewable Energy
Wind
Solar
Energy
Operations and Maintenance
Asset Management
Control Centre Services
Engineering and Technical Services
Role
What you would be doing
incident management
service delivery
service strategy
global services
security compliance
disaster recovery
- Incident and Problem Management: Manage incident and problem management processes to minimize service disruptions. Utilize operational metrics to drive improvements in incident and problem resolution times.
- Service Delivery Management: Oversee the day-to-day operation of IT services, ensuring they meet or exceed established SLAs. Monitor and analyse operational metrics to identify areas for improvement and take proactive actions. Serve as a point of escalation for service delivery issues, triaging and coordinating appropriate responses based on criticality.
- IT Service Strategy, Roadmaps, and Metrics: Develop and implement IT service strategies and roadmaps aligned with the company's business objectives. Define service level agreements (SLAs) and key performance indicators (KPIs) to measure and continuously improve service quality. Establish and enhance operational metrics to monitor and optimize IT service delivery.
- Global Services: Collaborate with global IT peers and stakeholders to ensure consistent service delivery and alignment with company-wide IT initiatives. Establish communication channels and reporting mechanisms to facilitate global coordination. In addition to all business unites, provide construction environments service desk services to ensure reliable and quality is given to such remote locations. Ensure remote locations have the necessary IT resources, connectivity, and support for seamless operations.
- Vendor Management: Manage relationships with third-party service providers and vendors, ensuring they meet contractual obligations. Assess vendor performance using operational metrics and recommend improvements or changes as needed.
- Innovation and Technology Adoption: Explore innovative technologies and solutions to enhance IT service delivery in remote construction environments. Identify opportunities for automation and digital transformation.
- Security and Compliance: Ensure IT service operations comply with all relevant security and regulatory requirements. Leverage operational metrics to assess and enhance security and compliance practices.
- Leadership and Team Management: Lead, mentor, and manage a team of IT service operations professionals. Foster a culture of collaboration, continuous improvement, and customer-centricity within the team. Set clear goals and performance expectations for team members and provide regular feedback.
- Change and Release Management: Drive and maintain change and release management processes to ensure the smooth implementation of IT changes. Evaluate the impact of changes on operational metrics and work to optimize change management practices.
- Strategic Planning: participate and manage to long-term strategic plans for IT service operations, outlining goals, milestones, and resource requirements. Align IT service operations with the company's overall strategic direction, with a focus on measurable outcomes.
- Budget and Resource Management: Develop and manage the IT service desk budget. Allocate resources based on operational metrics and performance data to support service delivery goals.
- Disaster Recovery and Business Continuity: manage to disaster recovery and business continuity plans across the global operations.
What you bring
itil
itsm
bachelor's
security
remote
operations
- Strong meeting facilitation skills.
- IT Infrastructure Trends: Awareness of emerging technologies and trends in IT infrastructure and service delivery.
- IT Budgeting: Ability to develop and manage budgets for IT service operations, allocating resources effectively.
- Incident and Problem Management: Proficiency in incident and problem management processes to minimize service disruptions and resolve issues effectively.
- Bilingual in English and Spanish is essential.
- Experience of driving continuous improvement strategies to successful completion.
- Relationship building and collaboration skills across diverse and matrixed stakeholders and customers.
- Security and Compliance: Knowledge of cybersecurity best practices and regulatory requirements related to IT service operations.
- Demonstrated ability to communicate complex technical information in a condensed manner to various stakeholders verbally and in writing.
- Working knowledge of data and reporting processes to provide the presentation layer for product-management-oriented KPIs.
- IT Service Management (ITSM): In-depth knowledge of IT service management frameworks such as ITIL, and experience implementing ITSM best practices.
- Health and Safety Regulations: Knowledge of health and safety regulations applicable to IT operations, especially in remote and construction settings.
- Experience building and leading ITIL managed corporate and remote construction environments.
- Proven track record of successful operations management.
- Excellent problem solving and analytical skills, including experience interpreting data, sometimes with limited context and direction.
- Bachelor's Degree or equivalent in related field.
- Remote Operations: Understanding of the unique challenges and requirements related to delivering IT services in remote construction environments.
- Strong project management skills to manage multiple projects and deadlines simultaneously.
- Experience using, evaluating and procuring tools used to support common business units including but not limited to – business development, engineering, procurement, construction, and external services.
- Global Coordination: Understanding of global IT coordination strategies and the ability to collaborate with international teams.
- Experience with operating and managing global service desk environments.
- Strong strategic and operational problem solving skills.
- Demonstrated success in defining and building streamlined processes to serve customers.
- Extensive senior technical operational experience within medium to large company environments, prefer global or national company experience.
- Demonstrable experience of positively engaging with key stakeholders at senior level.
- Change and Release Management: Familiarity with change and release management processes to ensure the smooth implementation of IT changes and updates.
- Ability to lead a constructive fact-finding sessions with respect to processes and tools.
- Demonstrated expertise in strategic thinking and strong business acumen.
- Vendor Management: Understanding of vendor management principles and experience in evaluating and managing third-party service providers.
- Ability to surface, prioritize and balance multiple stakeholder priorities.
- Infrastructure Management: Knowledge of IT infrastructure components, including networks, servers, storage, and cloud services, and the ability to oversee their management.
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- yes, background checks will be conducted as part of the hiring process.
Company
Overview
1982
Year Established
The company has been a pioneer in renewable energy since its inception.
200+
Global Projects
Res has successfully developed numerous wind and solar projects around the world.
Millions
Homes Powered
The company provides clean energy solutions to millions of households globally.
- The company focuses on developing, building, and operating renewable energy projects, especially in wind and solar power.
- With projects spanning across Europe, the Americas, and Asia Pacific, Res is shaping the future of sustainable energy.
- The company has a strong presence in offshore and onshore wind, with an expanding footprint in solar energy.
- Beyond renewable energy, Res also specializes in energy storage solutions, enhancing grid stability.
- Res's technical expertise extends across the full lifecycle of projects, from development and construction to operations and maintenance.
- In addition to its renewable energy portfolio, Res has a deep commitment to community and environmental engagement.
- The company is known for its innovation, tackling challenges in energy generation, storage, and distribution.
- Res continues to drive forward in the mission to deliver clean energy solutions, contributing significantly to the global transition to renewable energy.
- Committed to ensuring safety and maintaining the highest standards of integrity in all operations.
- Promotes innovative and proactive thinking to drive continuous improvement and adapt to changing circumstances.
- Fosters collaboration and mutual respect among team members to create a positive and inclusive work environment.
- Encourages accountability to ensure the delivery of measurable results and objectives.
- Focuses on sustainable growth to ensure long-term success while considering environmental and social impacts.
2030
Net Zero Commitment
The company aims to achieve net-zero emissions by 2030 as part of its climate action strategy.
- Supporting the transition to a low-carbon economy
- Contributing to the global energy shift through renewable energy projects
- Focus on reducing carbon emissions and environmental impact across all operations
- Tracking and reporting on sustainability goals and performance annually
- Promoting a diverse and inclusive workplace
- Equal opportunity for all employees
- Focused initiatives to attract, retain, and develop diverse talent
- Gender diversity improvement with initiatives to increase female representation in leadership roles
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