.The Head of Service Operations is responsible for managing the day-to-day IT service delivery, ensuring alignment with strategic goals, and optimizing operational processes. This role focuses on executing the service delivery strategy, managing vendors, ensuring risk and compliance, and driving continuous performance improvement. The role collaborates with multiple teams and stakeholders to ensure that service operations align with business objectives and customer expectations.This role will be responsible for setting the vision and strategy for service management, ensuring processes are owned and maturing. You will be leading a team, ensuring adequate resources and capacity as the escalation point for business stakeholders. This role will lead the portfolio for the business at a senior level.Key Responsibilities:1. Leadership & Management:Lead and manage the IT Service Operations team, including ITSM Specialists and additional operations staff.Oversee daily service delivery operations to ensure alignment with business goals and customer requirements.Mentor and develop the ITSM team to maintain a high level of customer service for internal and external stakeholders.Foster collaboration across teams, ensuring integration and consistency in service delivery.o Coordinating and managing multiple departments towards achieving operational objectives.1. Service Delivery StrategyDevelop and implement a robust service delivery strategy that aligns with organizational goals and business needs.Ensure execution on service delivery strategy to ensure timelines are met.Set clear SLAs and KPIs to measure service success.Ensure service delivery aligns with customer expectations and drives business value.o Developing and implementing operational policies, standards, and procedures for the organization1. Vendor ManagementManage relationships with external vendors such as Kocho, ensuring services are delivered within contract terms and SLAs.Lead vendor negotiations, performance reviews, and escalate issues when necessary to ensure vendor accountability.Collaborate with vendors to foster continuous improvement in service performance.- Performance Monitoring & ImprovementMonitor the performance of service operations, using data and KPIs to identify areas for improvement.Work with ITSM Specialists to ensure consistent application of ITSM tools and processes.Drive a culture of continuous improvement, ensuring that services evolve with business needs and technological advancements.- Stakeholder ManagementBuild and maintain strong relationships with key stakeholders, ensuring service requirements are understood and met.Serve as the primary point of escalation for internal and external stakeholders for all major service-related issues.Communicate service performance, risks, and opportunities regularly to stakeholders and leadership