Head of IT Services Location: Halesowen, West Midlands Salary: £55,000 - £60,000 Purpose of the Head of IT Services: Over the last year, the IT organisation within ERIKS UK & Ireland has delivered a very significant ERP programme, has established a Shared Services organisation alongside colleagues worldwide, and has started the process of outsourcing commodity services and management of our infrastructure to Cognizant. It is now time to turn our attention to the future. The creation of a new Digital organisation within ERIKS Group has been announced, reflecting the importance of embracing new digital technologies that help us and our customers to improve our processes and increase profitability. This is an exciting challenge that can make a huge contribution to our future business success, and one that requires us to transform the way that we deliver IT - and one element of this transformation is restructuring the organisation. As part of this restructuring, a Regional Head of IT Services is now being recruited to coordinate, direct and design all regional IT Service activities. As this is an entirely new position, there will be scope to shape and flex the role over time. Initial scope includes End User Computing, Printing, AV, IaaS, SaaS, E-mail, Mobile and IP Telephony, Voice and Collaboration Services Responsibilities of the Head of IT Services: The principle accountabilities of the Head of IT Services are: Create and Lead the UK&I IT Services organisation, whilst ensuring a tight relationship to the global services organisation. Own the design, deployment and operation of IT Services, through a combination of global and regional service offerings, forming a catalogue aligned to business needs. Establish SLA's, OLA's and KPI's to manage the performance of internal resources, shared services and 3rd party service providers, and drive continuous measurable Service Improvement Plans. Monitor the performance of hardware and software through instrumentation to maximise availability. Identify operational risks to service and ensure mitigation actions are put in place Operate a comprehensive service demand management process to identify capacity requirements within the global infrastructure. Influence global infrastructure investment and ensure the global infrastructure plan delivers requirements with minimum disruption/impact to the UK&I business. Undertake service continuity planning and drive the creation of aligned business continuity plans to mitigate the impact of potential service failure. Influence IT project architecture and design solutions to improve design for supportability. Influence IT project scope to include service introduction and service decommissioning, and estimate operational cost increase/reduction associated with the project. Oversee the transition into service of all IT projects to ensure all new infrastructure and applications are operationally ready and robust, and supporting services are in place. Operate a robust change management process to minimise the risk and impact of production changes causing outages. Establish and maintain asset and configuration management databases. Complete the migration of the helpdesk systems to ServiceNow, and establish in-region 2nd line resolver groups that operate in concert with the global resolver groups. Put in place mechanisms for event, incident and problem management (including root cause analysis), and personally act as Major Incident/Problem Manager when required for major events, incidents and problems to contain the impact and prevent recurrence. Run daily/out-of-hours calls where required to drive timely resolution. Review and renew Licence/Maintenance agreements to maximise value at lowest cost. Estimate annual services operating costs for budgeting and forecasting purposes, and drive value improvement/cost reduction activities. Form, manage and continuously develop a high-performing and collaborative team, setting objectives, managing performance, developing potential and modelling behaviours. Create and maintain processes, policies and procedures to ensure efficient and repeatable high-quality service provision, and ensure alignment of these with the global organisation. Requirements of the Head of IT Services: Bachelor's Degree in Computer Science or Business. Experience of having led an IT Service organisation, or the majority of the sub-functions within an IT Service organisation. Qualified in ITIL or equivalent - experience of implementing ITIL within an organisation. ServiceNow experience desirable. Experience of working in Distribution, Engineering and Manufacturing or MRO business desirable. If you feel you meet the above criteria of this Head of IT Services role then please apply now!