Head of IT Support & Vendor Management

ABOUT THE ROLE

The Head of IT Support & Vendor Management plays a pivotal leadership role within the IT Service Delivery function. Responsible for the smooth operation and continuous improvement of end-user support services and vendor relationships, the role ensures technology reliably supports both back-office and field operations.

Working alongside the Head of IT Service Management, this role ensures seamless and effective service delivery across all user groups. It combines strategic oversight of vendor

partnerships, leadership of the front-line support teams, and a proactive approach to managing the end-user technology estate. A key success factor in this role is the ability to use insights from ServiceNow and other sources to monitor service effectiveness, drive efficiency, and improve customer satisfaction across the business whilst increasing automation and self-service of IT support.

We are in our Walsall office twice per week, the remaining days can be worked remotely if that’s suitable. Please consider the commute when applying.

Key Responsibilities:

IT Support Services

• Lead the delivery of multi-tiered IT support, including an outsourced level 1 Service Desk and internal level 2 IT and Application Support teams.
• Ensure high standards of service availability and resolution, driving a user-focused support culture and continuous improvement in customer satisfaction (CSAT).
• Use ServiceNow to monitor team performance and operational trends, ensuring support KPIs and SLAs are consistently met.

End User Device Support

• Oversee the effective support and deployment of end-user devices (laptops, tablets, mobiles) for approximately 2,600 users across hybrid, office-based, and field-based roles.
• Work closely with the IT Asset Management team to ensure devices and user licences are deployed, tracked, and recovered effectively.
• Ensure support processes align with joiner/mover/leaver activity and business continuity needs and regulatory evidencing requirements such as SOX are well-managed.

Vendor Management

• Act as the senior lead for technology vendor relationships, overseeing contract performance, governance, and value delivery.
• Conduct regular supplier reviews and ensure alignment with business objectives and IT service standards.

Major Incident Management

• Lead the response to major IT incidents, ensuring structured resolution and clear communication with business stakeholders.
• Collaborate with the Incident and Problem Manager to embed preventative actions and improve long-term service resilience.

Data-Led Improvement

• Leverage ServiceNow and other platforms to monitor service trends, identify efficiency opportunities, and drive improvements in team performance and CSAT.
• Present clear, concise insights to influence operational decisions and inform service strategy.

Stakeholder Collaboration

• Partner with IT and business colleagues including Infrastructure, HR, Finance, and Project Delivery to ensure IT support aligns with broader organisational needs.
• Work closely with the Head of IT Service Management to ensure a joined-up approach to service delivery and improvement.

ABOUT YOU

To be successful in this role you will need to have the following knowledge, skills and attributes:

Essential:

• Proven leadership experience in IT support and service delivery roles, including managing hybrid and/or field support environments.
• Strong understanding of ITIL practices; certification is desirable.
• Experience leading multi-tier support functions and working with outsourced vendors.
• Proficient in using ServiceNow as a performance monitoring and service management platform.
• Strong communication skills and the ability to engage and influence stakeholders at all levels.
• Demonstrated ability to lead teams through service improvement and change.

Desirable:

• Background in regulated industries or service-focused organisations. Familiarity with SOX controls advantageous.
• Understanding of field service technology or mobile workforce support.
• Experience in commercial and contractual vendor management.