Location
Hampton Court Palace, HM Tower of London

Hours
Permanent, 36 hours per week (Monday to Friday)

Salary
£54,824 per annum

About the Role
We are the independent charity that loves and looks after six of the most wonderful palaces in the world. The palaces are the setting for the stories that shape us all, and we’re bringing them to people in ways that mean more to them. We want everyone to find themselves in the spaces and stories we share.

This is an exciting opportunity to play a key role in shaping how IT services are delivered across Historic Royal Palaces. Working closely with the IT Operations Manager, you will lead the day-to-day operation of our first and second-line Service Desk and help ensure colleagues across all our sites receive reliable, responsive and customer-focused technology support.

It is a varied and influential role, combining people management with service improvement, operational change and stakeholder engagement. You will use service data, customer feedback and IT service management good practice to identify opportunities, improve performance and make support easier and more effective for colleagues.

You will coordinate the response to significant service issues, strengthen incident and problem management, support the controlled introduction of new and changed services, and work with internal teams, projects, suppliers and service owners to deliver sustainable improvements. There will also be opportunities to develop self-service, knowledge management and appropriate automation.

If you enjoy combining hands-on service operations with the opportunity to improve how services work, this role offers real scope to make a visible difference in a distinctive, multi-site organization.

Benefits include:
- Hybrid working
- Enhanced holiday entitlement
- Generous Employers Pension Contributions (up to 11%)
- Annual pay reviews and bonuses
- Critical illness cover and life assurance
- Family friendly policies and benefits
- Staff discounts and membership to all palaces

Experience
Substantial experience in an IT service desk or service operations function, including managing and developing support teams. Knowledge of incident, request, problem, major incident and change management. Experience using performance information and customer feedback to drive improvements.

About you
A customer-focused IT service professional who brings structure, energy and a practical improvement mindset to a busy support environment. Clear and credible communicator able to build trusted relationships with technical and non-technical colleagues. Strong judgement, organisation and problem-solving skills. Ability to balance customer impact, operational priorities, resilience, security and risk. Comfortable working with suppliers and partners.

Experience with ITSM platforms, workflow design, self-service or automation is valuable. You will be adaptable to a hybrid working model, balancing home and site-based work to support business needs and personal work-life balance.

Qualifications
An ITIL Foundation or equivalent service management qualification is desirable but not essential where you can demonstrate the required experience, knowledge and skills.