Head of Service Management

Location: Birmingham (2-3 days onsite)
Salary: Up to £113,000 + Car Allowance + 30% Bonus + Benefits
Reports To: Global Director of Infrastructure & Service Operations
Direct Reports: 7 Service Delivery Managers + Offshore Partner

Our client is a Global FTSE 250 organisation undergoing a major transformation under a new CIO. Over the next three years, the business will transition from a federated model to a centralised global structure, supported by significant investment in technology and a new global outsourcing model for IT operations.

The Head of Service Management is a newly created, pivotal role responsible for building a mature, process-driven function that underpins this transformation.

This role will lead the global service management function, embedding ITIL-based practices, improving governance, and driving operational excellence through an offshore delivery model with a newly embedded partner.

The initial focus will be on integrating Europe into the centralised model before expanding globally.

• Lead and develop a global Service Management team of seven Service Delivery Managers plus offshore teams.

• Deliver a three-year roadmap to centralise service management and enhance ITSM maturity.

• Establish consistent SLAs, KPIs, and service reporting across all regions.

• Strengthen incident, problem, and change management processes, reducing reliance on informal channels.

• Drive adoption of the current ITSM tool (Xurrent, formerly 4me) and lead its reassessment in mid-2026.

• Build strong relationships with peers (Infrastructure, Cyber) and treat the offshore partner as an integrated strategic partner, including twice-yearly site visits.

• Support the implementation of new Asset Management (Flexera) and Identity & Access Management (Saviynt) tools, ensuring process alignment and adoption.

• Engage and influence regional teams-particularly across Europe-to foster collaboration, manage resistance, and drive cultural change.

• Proven experience leading global service teams in complex, multi-region organisations.

• Strong understanding of ITIL/ITSM frameworks and process improvement.

• Demonstrated success managing outsourced delivery models (India experience advantageous).

• Skilled in stakeholder management, change leadership, and building trust across diverse teams.

• Familiar with hybrid cloud (Azure), ERP (SAP), and enterprise technology platforms.

• A collaborative, pragmatic, and culturally aware leader with exceptional communication and influencing skills.