Head of IT Service Management
Hybrid – 3 days per week in Hertfordshire
£110,000 – £130,000 plus up to 30% discretionary bonus and strong benefits.
We've been retained to hire a Head of IT Service Management into a complex, high‑volume, customer‑facing environment where service stability and resilience are critical to business performance. Based in Hertfordshire (hybrid), you will lead end‑to‑end service management across IT, logistics, fulfilment, and customer operations – owning major incident response, service performance, and continuous improvement at scale.
Key responsibilities
* Lead end‑to‑end IT service management (incident, problem, change, release, configuration) aligned to ITIL 4.
* Own major incident management (P1/P2), acting as the senior escalation point with clear executive communication.
* Drive root cause analysis and continuous improvement using service metrics (MTTR, trends, backlog).
* Oversee IT service delivery, 24/7 support operations, and ITSM tooling.
* Coordinate cyber incident response with internal security teams and external partners.
* Manage third‑party suppliers, SLAs, and commercial performance.
* Define and deliver strategy across automation, observability, and AIOps.
* Lead and develop a high‑performing team while influencing senior stakeholders.
Key requirements
* Proven experience in a Head of IT Service Management / Service Delivery leadership role.
* Strong ITIL 4 expertise and major incident management experience.
* Background in complex, fast‑paced environments (ecommerce, retail, logistics or similar).
* Experience managing suppliers, budgets, and cost optimisation.
* Strong stakeholder engagement skills, including C‑suite interaction.
* Data‑driven approach with the ability to lead under pressure.
Desirable
* Cyber incident response experience.
* ServiceNow, Jira Service Management or similar ITSM tools.
* Exposure to AIOps, observability, automation.
* Advanced ITIL or relevant certifications.
Package and benefits
* Base salary £110,000 – £130,000 (DOE).
* Up to 30% discretionary bonus.
* Up to 7% matched pension.
* Private medical insurance.
* Strong holiday allowance with the option to buy more.
* "Work from anywhere" flexibility.
* Additional perks including discounts and wellbeing support.
#J-18808-Ljbffr