Head of Client IT Services
Company: Vidalert (a division of Marston Holdings) – Location: Neath – Work mode: Hybrid
Join Marston Holdings and lead critical live technology services at scale. This senior leadership position oversees the performance, stability, and evolution of live customer‑facing technology platforms within Traffic Technology, ensuring services operate reliably, meet customer expectations, and support business growth.
Key responsibilities
- Own live service availability, performance, and resilience across customer platforms.
- Lead ITIL‑aligned service disciplines, including Incident, Problem, Change, and Request Management.
- Take senior accountability for major incident response, recovery, and communication.
- Drive service improvement and transformation initiatives to increase maturity and reliability.
- Oversee SLA/KPI performance, reporting, and continuous improvement.
- Manage third‑party suppliers and commercial performance within budget.
- Ensure effective service readiness and transition for new systems and releases.
- Lead and develop a multi‑disciplinary IT Services function (Service Desk, L2/L3 support).
What you’ll bring
- Significant experience in IT Service Management or Technology Operations leadership.
- Proven track record of managing live services at scale in complex environments.
- Strong experience with ITIL‑based service management frameworks.
- Ability to lead major incident management and high‑pressure operational scenarios.
- Commercial awareness, including supplier management and budget accountability.
- Experience influencing and communicating at senior and executive level.
- Strong leadership capability across large, multi‑layered teams.
Desired qualifications
- Experience in public sector or regulated environments.
- Familiarity with ISO standards (9001/27001).
- Experience with field‑based or asset‑intensive technology.
What’s in it for you
Salary: approximately £85,000 per year
Hybrid working with regular site presence at a state‑of‑the‑art facility in Neath.
25 days holiday plus bank holidays.
Enhanced maternity & paternity package.
Healthcare cash plan and pension.
Flexible benefits and wellbeing support.
We are an equal opportunity employer.
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