About LPPI (-%About LPPI)
One of the key priorities at LPPI is ensuring that our people work every day in an empowered, supportive, diverse and inclusive culture. Practically, this means recognising and valuing the uniqueness of every individual in terms of background, experience, beliefs and circumstances. This starts with the recruitment process, where we partner with agencies who share our common goal and advertise on a variety of job boards to access the broadest spectrum of candidates. And once successful applicants are on board, we trust our people to work in the way that works best for them which typically involves a mix of office and home working plus an engagement model to ensure frequent two-way feedback.

We are very proud of our culture at LPPI and the benefits it brings to both our people and the business. But don’t just take our word for it! Recently, we invited our entire workforce to describe in three words what is great about us and they said - our people, flexibility and collaboration.

Role Purpose (-%Role purpose)
The Head of IT Live Services role is an internal IT leadership position which requires extensive experience in taking accountability for the support and maintenance of all IT Infrastructure, End User Computing and Network services, as well as ownership of ITIL Service Management practice.

The role contains both hands-on and hands-off components, which necessitates a technical leadership capability balanced with refined team management skills. Demonstrable service management experience is fundamental, with the ability to tailor and mature capabilities support and maintenance practices for the benefit of the LPPI end-user community.

This role provides the LPPI IT team with the necessary skills and day to day management that is required to ensure the stability and continuity of delivering business critical technology services for LPPI.

Key Responsibilities (-%Key responsibilities)
• Management of all support activities across the Live (Production) environment, including the support and maintenance of Business Applications, End User Computing and Foundation Services
• Implementation of the approved IT strategy to enhance and mature IT processes, tools and practices
• Responsible for End User Computing and Foundation Services architecture
• Chair the ‘Change Advisory Board’ and hold accountability of the Live (production) change control process
• Manage Live (Production) services risks and issues, including managing the full lifecycle documentation
• Participation in establishing new processes, practices, templates, policies, tools and partnerships to expand and mature these capabilities for the organisation
• Management of day-to-day team activities and resources and chairs internal Live (Production) Service team meeting
• Takes responsibility for the acceptance of new services into the technical Live (Production) environment, in accordance with ITIL best practice, working with projects, programmes and other teams to ensure new services are built with support in mind and operational readiness prior to release
• Ensures internal knowledge base and customer-facing knowledge and coaching provision are maintained as current and effective, and use ongoing briefing, training and knowledge management to reduce problem and incident escalation
• Delivers all Live (production) services reporting, in-line with ITIL best practice
• Management of resources, including performance monitoring and performance reviews
• Understand interdependencies between technology, operations and business needs
• Demonstrate a functional acumen to support how solutions, which will resolve production issues, address client goals while maintaining alignment with industry best practices
• Manage ongoing support and maintenance procurement requirements, quality control and participate in quality issue resolution
• Monitor, track and control outcomes to resolve issues, conflicts, dependencies and critical path deliverables
• Deliver appropriate and effective executive level communication
• Manage the Live (Production) services RAID log (Risk, Assumption, Issue and Dependencies)
• Establish practices, templates, policies, tools and partnerships to expand and mature these capabilities for the organisation

Management Responsibilities
• Provide clarity on team objectives and respective individual accountabilities across the team. Ensure each person has a current and accurate job description and that processes are appropriately documented
• Actively coach and inspire, building an inclusive environment. Create a culture of giving and receiving feedback
• Sponsor LPPI’s employee engagement and wellbeing programme
• Role model the LPPI values and behaviours. Identify positive and negative behaviours and set clear expectations around conduct
• Engage in manager-led people processes, invest time in individual conversations and complete deliverables
• Invest time in learning and development including pathways to promotion and role model via self-learning and completion of mandatory learning
• Recognise and reward high performance and differentiate in line with the performance management framework. Address performance gaps in a timely and decisive manner

Requirements for the role (-%Requirements for the role)
• Demonstrable Service Management experience
• Extensive, significant experience working within IT, as well as with a wide mix of internal and external business stakeholders
• Proven ability to demonstrate a drive for results and accountability of business needs
• Experience and understanding of IT Service Management best practice and its application (ITIL expert desirable)
• Service Desk and Support Management Experience
• Supplier and contract management of tier 1 and 2 suppliers
• Formation of KPIs for Service targets, as well as the development of Service and Operational Level Agreements
• Experience with Service Management toolsets
• Strong leadership, diplomatic and motivational skills including the ability to lead across multiple business and technology organisations
• Maintain a strong understanding of modern IT infrastructure and application technologies
• Proven ability to work creatively and analytically in a problem-solving environment demonstrating teamwork, innovation and excellence
• Build and maintain relationships by engaging business leaders to establish credibility, solve problems, build consensus and achieve objectives
• Excellent leadership, communication and interpersonal skills
• Self-motivated, decisive, with the ability to adapt to change and competing demands
• Research best practices to establish benchmark data and use continuous process improvement disciplines to achieve results
• Experience influencing and gaining buy-in from executive sponsors, team members, stakeholders and peers
• Flexible with proven ability to conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities
• Keep abreast of emerging technologies, methods and best practices
• Proven success in providing on site leadership for Live (production) service teams by building and motivating team members to meet organisational goals, as well as adhering to their responsibilities
• Technically competent with various software programs
• Must be able to learn, understand and apply new technology