We have partnered with an organisation is undertaking a fundamental reset of its IT service management capability. You'll take ownership of service delivery, ensuring stability, performance, and continuous improvement of platforms. You'll also need experience working closely with offshore teams and internal stakeholders.
This role represents a greenfield rebuild of the ITIL service management stack and will require strong hands-on leadership and pragmatic delivery. The Head of Service Management will design, implement and embed a practical, ITIL-aligned service management function that restores operational control, improves service reliability, and establishes clear accountability.
Priority focus areas: Incident Management / Change Management / Problem Management / Configuration, Asset and Release Management. This is a high-impact transformation role, expected to deliver material improvement within the first 6 months.
This is a Hands-on role with the credibility to lead from the front
Key Responsibilities
· Establish and embed a robust P1/P2 major incident framework
· Take ownership of major incident governance and bridge management
· Define and enforce response and resolution targets
· Implement clear operational accountability across support tiers
· improved process maturity
Essential Experience
· Proven experience implementing or rebuilding ITIL service management in a live environment
· Strong Incident and Major Incident Management leadership
· Experience operating across offshore or distributed support teams
· Track record of improving service discipline and operational maturity
· Comfortable working in production-critical environments
Personal Attributes
· Pragmatic ITIL practitioner (outcomes over theory)
· Strong personal authority and resilience
· Comfortable challenging existing behaviours and resetting standards
· Able to balance strategic design with operational execution
· Data-driven and improvement-focused
· Excellent stakeholder management skills
Additional Information
· 3 Days a week on Site in South London Area