Head of Digital Engagement
Application Deadline: 21 March 2025
Department: Information Technology Services
Employment Type: Permanent - Full Time
Location: Lockington, Derbyshire
Description
About Breedon Group
Breedon Group plc is a leading construction materials group, operating from over 400 sites across the UK, Ireland, and the USA. As we continue our digital transformation journey, we are building a forward-thinking technology team that’s at the forefront of industry best practices. Our goal is to implement innovative, efficient, and customer-focused IT solutions to drive our business forward.
About the Role
Are you ready to lead a service transformation within a dynamic and rapidly growing organisation? Can you bring depth of expertise in Service Delivery Management, Communications and digital technology adoption? As the Head of Digital Engagement, you’ll be instrumental in driving the adoption of and improving service across our full technology service portfolio. In this role, you will build a capability to engage our business as a true partner, ensuring we get maximum value from our technology and driving us forward to be a truly digital business.
You will be building a new capability of IT Business Partners and Service Delivery Managers, fostering engagement with senior leaders and ensuring our adoption of current and new technologies align with Breedon's vision. As a strategic leader, you will ensure our operational and support efforts are focused on business needs and priorities and drive continuous service improvement in an evolving and maturing ITIL-based operating model, serving multiple Divisions across many differing geographies in the UK, Ireland, and most recently the US.
Key Responsibilities
Service Delivery Management
* Ensure the Business Strategies and goals are understood and assure IT services and strategies aligned to underpin and deliver them, having ownership of the overall BTS Service Strategy.
* Build, support and strengthen collaborative relationships with customers and key business stakeholders and understand the business context in which they work.
* Work closely with the Head of Change & Transformation to understand business demand and balance priorities across BAU and Projects/Programmes.
* Build and lead a team of IT Business Partners and Service Delivery Managers to engage with each of the distinct business Divisions and be their primary customer contact, managing the overall IT services on their behalf.
* Implement cross-BTS customer engagement frameworks, including BTS CSAT, and assure that all teams are proactively engaged with their business customers. Ensure structured Service Improvement plans are in place across all teams as necessary.
* Own and assure the cross-BTS Continuous Service Improvement structures and cultures, working closely with the Head of Service Operations and Service Tower heads to manage and implement changes.
* Define and implement end-to-end service reporting and relevant KPIs to measure the service performance and outcomes from a customer-focused perspective, working with the Head of Service Operations to assure underpinning Operational Metrics and KPIs are appropriate to proactively manage the service.
* Ensure all services are clearly articulated to the business, defining and implementing a cross-BTS Service Catalogue and clearly defining all BTS Primary Service Owners and Business Owners for each service. Ensure the cost, value, and benefits of all services are clearly understood by the BTS team and articulated to the business.
* Coordinate BTS budgeting activities across the teams, working closely with the Finance team to define and implement clear internal charging models and transforming BTS cost-base into meaningful Service costs.
* Engage with the business at senior levels to ensure that new business demand, business changes, and initiatives are understood in a timely manner and that the relevant BTS teams are engaged to meet the new demand.
* Own the Service Portfolio, Service Catalogue, and the definition of Service Designs across BTS services. Work with the senior management teams to identify appropriate KPIs for business systems and services that are defined and understood.
* Operate structured customer engagement activities such as regular Service Reviews, Site/customer visits, IT clinics, etc.
* Analyse and drive the adoption of technology and services, define and deliver activities and initiatives to drive adoption and maximise business value of the existing services.
BTS Communications Capability
* Maintain and drive BTS profile throughout the wider organisation and to external stakeholders and markets, working closely with the Group-wide communications team.
* Develop the relevant BTS ‘Brand’, ensuring consistency of BTS communications in terms of aesthetics, tone, and quality. Develop and manage the templates, imagery, and standards for all communication outside the BTS function.
* Support all BTS teams to provide high-quality service communications, ensuring the best use of digital channels and supporting with wording, messaging, and content as necessary.
* Ensure key business information and key BTS information is effectively communicated to the BTS teams in the most appropriate manner.
* Work with the Group Communications Team to align with all standards and Breedon Communication processes.
* Assure and advise BTS Projects/Programmes and key initiatives on appropriate communications, promoting the holistic benefits and strategic relevance of BTS change initiatives.
* Work closely with the Group Communications team to develop the relevant digital ecosystem required to engage with our business, acting as the Primary Service Owner within BTS for key communications platforms.
* Develop and deliver a creative employee engagement and internal communications approach for BTS, in line with the function’s culture and behaviours.
* Develop and manage a knowledge bank of communication resources.
* Manage internal and external Award entries and IT events, such as quarterly team meetings.
* Assist with enhancing BTS recruitment by developing communications to attract a wide pool of diverse talent.
* Own and operate the BTS Management Trainee/Apprenticeship Schemes, managing our external image to attract future talent into BTS.
* Own and lead all BTS sustainability, community activities, and charitable events and ensure visibility and value is fully appreciated through clear communications.
What we're looking for
Strategic Vision: A business-focused individual who is able to interpret and assess the strategic business value of technology and technology initiatives.
Engaging Leader: Experience in successfully leading, negotiating, and influencing with the gravitas and professionalism to build trusted relationships with business stakeholders at all levels within the business.
Communication & Engagement: Exceptional communication skills, capable of leading and empowering teams of senior technology managers/leaders, senior subject matter experts, change management leaders, and teams where business engagement is a critical factor.
Financial Management: Able to operate and implement financial management, accounting & internal recharging processes.
Technical: Knowledge of adopting ITIL and other industry standard methodologies.
Ideally, you will have a degree (or equivalent) in a relevant subject and a post-graduate qualification. CoBIT and ITIL advanced level qualifications are also desirable.
Job Benefits
Why Join Breedon?
Impactful Work: Lead strategic initiatives that shape our digital future and drive innovation across the business.
Growth & Development: Opportunities for career progression within a dynamic, forward-thinking environment.
Supportive Culture: Join a team that values collaboration, continuous learning, and diversity of thought.
Hybrid working: with a requirement for nationwide travel
Benefits:
* Car Allowance
* Bonus Scheme
* Private Health Insurance
* 25 days holiday plus bank holidays
* Contributory Pension Scheme
* Free on-site Parking
* Holiday Buy Scheme
* Volunteer Scheme
* Share Save Scheme
* Life Assurance
* Enhanced Maternity, Adoption & Paternity Scheme
* Health & Wellbeing Initiatives
* Discount Scheme
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