Head of Client IT Services I Vidalert I Neath I Hybrid
Join Marston Holdings and lead critical live technology services at scale
We are seeking a Head of Client IT Services to lead the performance, stability and evolution of our live customer-facing technology platforms within Traffic Technology.
This is a senior leadership role with responsibility for ensuring our services operate reliably at scale, meet customer expectations and support continued business growth. You will lead a multi-layered IT Services function and play a key role in driving service maturity, resilience and operational excellence.
The role
You will take end-to-end ownership of live service performance, ensuring platforms are stable, supportable and aligned to business and customer requirements.
Operating at senior level, you will drive improvements in service quality, oversee major incident management, and ensure strong governance across service delivery, suppliers and commercial performance.
What you will be doing
- 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
We’re looking for an experienced and commercially astute technology leader who can own live service performance at scale and drive continuous improvement across a complex, customer-facing environment.
- 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
Desirable: experience in public sector or regulated environments, ISO standards (9001/27001), or field-based/asset-intensive technology
What’s in it for you
Salary circa £85,000
Hybrid working (with regular site presence at our state-of-the-art facility in Neath)
25 days holiday + bank holidays
Enhanced maternity & paternity package
Healthcare cash plan & pension
Access to flexible benefits and wellbeing support
Why join Marston Holdings?
Marston Holdings is a leading provider of technology-enabled services and solutions supporting public and private sector clients across the UK. Traffic Technology combines Vidalert and Vortex to deliver market-leading smart enforcement and smart city solutions. From DfT-certified traffic enforcement platforms to advanced environmental sensing powered by IoT, AI and real-time data, we help create safer, greener and more efficient urban environments.
This is an opportunity to take a senior leadership role at the heart of service delivery, with real ownership, scale and impact across a growing technology business.
We are committed to building an inclusive, high-performance culture where our people can thrive and develop their careers.
Apply now
If you’re ready to lead high-performing IT services in a complex, customer-facing environment, we’d love to hear from you.
Please note: This role is subject to DBS and background checks. We are an equal opportunity employer.
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