Head of Service Management

Reporting to the Service Director the Head of Service Management will be accountable for building and maturing ITIL Best Practice within Technology Operations. This is a new capability within the Technology function so your primary responsibility will be to design and build a Service Management framework, encompassing Service Implementation, Operations and Continual Improvement. Working alongside the Head of Service Design & Transition and Head of Operations, you will ensure that Services are delivered in accordance with ITIL Best Practice and minimum disruption. You will also work closely with our strategic partners to ensure a performant end to end service delivery to our Customers. About the role This role is responsible for developing and implementing a comprehensive service management strategy that aligns with business goals, focusing on establishing and leading a new team of service management professionals. With an emphasis on collaboration, accountability, and continuous improvement, the role oversees the end-to-end service delivery process, ensuring services meet quality standards and performance expectations. Key responsibilities include establishing KPIs to monitor service performance, reviewing and improving existing processes, and leading initiatives across incident, change, problem, and request management. You will engage with business leaders to understand their service needs and create governance frameworks that highlight service performance, while identifying and mitigating service-related risks to ensure compliance with organizational policies and industry standards. Additionally, the role involves evaluating and implementing service management tools and staying updated on trends to enhance service delivery capabilities.

You are an experienced leader with a proven ability to build an ITIL framework from the ground up, growing and developing your team along the way. With a deep background in ITIL environments, you excel at enhancing processes and driving maturity in service management. Your strong communication and interpersonal skills enable you to collaborate effectively with cross-functional teams and stakeholders at all levels. Alongside your project management skills in planning, organization, and prioritization, you bring adaptability and a commitment to continuous learning, keeping pace with industry evolution. Experience in a production or manufacturing environment further enhances your versatility in this role.

• C&C Group plc is a premium drinks company which owns, manufactures, markets and distributes a unique portfolio of beer and cider brands in its home markets and across the globe. You probably know us best from brands like Bulmers, Magners and Tennent's., Operating through the Matthew Clark, Bibendum, Tennent's and Bulmers Ireland brands, the Group has a market leading range, scale and reach including an intimate understanding of the markets it serves.
Together we grow, brew, manufacture, market, and deliver some of the world's favourite drinks. From grass to glass, and everything in between. C&C Group plc is a premium drinks company which owns, manufactures, markets, and distributes a unique portfolio of beer and cider brands in its home markets and across the globe. C&C Group's portfolio of owned/exclusive brands include: Bulmers, the leading Irish cider brand; Tennent's, the leading Scottish beer brand; Magners the premium international cider brand; as well as a range of fast-growing, premium and craft ciders and beers, such as Heverlee, Menabrea, Five Lamps and Orchard Pig. We seek to champion and embed sustainability in everything that we do at C&C. While delivering joy to customers, we always shine a light on people and the planet. We have a clear ESG vision delivering to a better world. We respect, support, and develop all our people to be their best, with a focus on results by creating a culture of winning together.