Head of Service Management

Head of IT Service Management

£100,000 - £110,000 + Benefits + Flexible Working

London

A fantastic opportunity has arisen for an experienced IT Service Management leader to join a large, complex organisation embarking on a significant service transformation journey.

This role is ideal for a Senior Service Delivery or IT Operations leader with a strong background in service design, supplier governance and customer-focused service excellence. This would suit someone coming from retail, entertainment or ticketing.

You will be responsible for shaping and leading the IT service function, driving operational performance, enhancing customer experience, and ensuring the effective delivery of services across a diverse technology landscape.

Key Responsibilities

• Lead and evolve the organisation's IT Service Management capability
• Develop and implement modern service operating models and governance frameworks
• Manage strategic relationships across multiple technology partners and managed service providers
• Drive service performance, continual improvement and customer satisfaction
• Establish meaningful service metrics and reporting frameworks
• Lead major incident governance and service improvement initiatives
• Influence senior stakeholders and provide strategic leadership across technology services
• Build high-performing teams and foster a culture of accountability and service excellence

Experience Required

• Proven leadership experience within IT Service Management, Service Delivery or Service Operations
• Strong background managing complex multi-supplier and MSP environments
• Experience designing and improving enterprise service operating models
• Strong understanding of ITIL and modern service management practices ideally with ITIL V4.
• Excellent stakeholder management and communication skills
• Track record of delivering service transformation and measurable business outcomes

What's on Offer

• A highly visible leadership role with significant scope to influence change
• Opportunity to shape service strategy and operating models
• Large-scale, enterprise-level environment
• Competitive salary of £100,000 - £110,000 plus an attractive benefits package