Job Description

Job title: Head of Service Management

Office location: Belgrade, Serbia or Hammersmith, London, England

Hybrid work: 3 days in office

About the role:

As the Head of Service Management at Hyperoptic, you\'re stepping into a pivotal role driving the digital transformation of our business. You would be leading a team of 5-8 people responsible for maintaining and improving processes used in delivering IT and Network services to customers across the 3 ITIL lifecycle stages: Service Transition, Service Operations and Continual Service Improvement. In this collaborative environment, your role involves measuring and reporting performance against agreed KPIs and utilizing process governance to assist in the delivery of customer service beyond the expected. This is an opportunity to lead a change and be a pioneer in steering Hyperoptic towards a future aligned with ITIL best practices.

What will you be doing?

• Manage transition of new services (technology, sites, devices and propositions) into production, change existing services and retire legacy services effectively, efficiently and minimising actual, and risk of, impact to live services.
• Manage day-to-day support and maintenance of live services, to protect services, monitor service status, restore service quickly in the event of impact due to issues, and investigate root cause to reduce recurrence.
• Continually improve the effectiveness and efficiency of IT processes and services by capture, validation and prioritisation of potential improvements, then evaluate improvements once complete to ensure that expected value is achieved.
• Report on agreed KPIs, providing overall process review and governance to maximise effectiveness.

What we are looking for:

• ITIL foundation certification is a must.
• Significant experience utilising ITIL standards delivering services externally e.g. MSP or ISP.
• Excellent written & spoken English language skills.
• Structured and methodical approach.
• Meticulous attention to detail.
• Telco/ISP background is desirable.
• ServiceNow experience is a plus.

Why work for us?

We\'re in your corner and our vision is to be the UK\'s most loved and desired broadband provider, that shows the way broadband is done!

Awarded Broadband Provider of the Year 2023 Uswitch Telecoms Awards, as voted for by 20,000 customers, plus Fair Terms Gold Award 2023. We\'re also very proud to have been awarded Great Place to Work Certification (2022-23) and UK\'s Best Workplaces for Wellbeing (2022)

In our Belgrade office, we work with our UK colleagues in a shared mission: to gigabit Britain. Our office started up in 2013 with what was then 20 developers, now we\'re more than 700 people and about to move into our brand-new offices. Do you want to be a part of our next adventure?

Going beyond the expected

Whatever we\'re doing - whether we\'re liaising with our customers, delivering our network, or working on our company strategy, going beyond the expected is the benchmark for everything we do. How we work is shaped by our three culture principles:

• We work smarter, together
• We stay focused
• We strive for excellence

Some of our key Benefits for colleagues in Serbia:

• Competitive salary
• 25 days\' paid holiday increasing each year, to a max of 35
• Extra days off for your birthday, move house and volunteer
• Partnership with SOS Childrens Village
• Private medical insurance
• Travel discounts
• Fit Pass discount
• Technology discount
• Team sports activities
• Massages in the office
• Sweet Tuesdays

Some of our key Benefits for colleagues in the UK:

• Competitive salary
• 25 days\' paid holiday increasing each year, to a max of 35
• Extra days off for your birthday, moving home, wedding/civil partnership and to volunteer
• Private medical Insurance provided by AXA health
• Life assurance giving you cover of 4 times your base salary
• Partnership with the Kings Trust
• Our pension scheme matches your contributions up to 4%
• Retail offers - discounts from hundreds of recognisable brands
• Free Hyperoptic broadband if you live in a Hyperoptic area
• Enhanced pay for new parents

We\'re committed to providing equal opportunities to all applicants and employees. In fact, this is at the heart of our culture and values. We welcome applications from candidates from all walks of life.

What happens next? * You apply

• We carefully review your application
• We\'ll get back to you - even if it\'s a no (for now).

Role Description

Hyperoptic