Overview
Head of Service Management for CTO – My client is looking for an experienced technology leader to shape and drive service management across a global CTO organization. This role is about ensuring that platforms, infrastructure, and developer services are not only reliable and resilient but also enable rapid innovation at scale.
As Head of Service Management for CTO, you’ll embed best practices across a diverse technology portfolio, working closely with product and engineering teams to balance speed of delivery with operational excellence. You’ll play a pivotal role in raising standards, improving service reliability, and ensuring that critical platforms are production-ready and continuously improving.
What you’ll be doing
* Lead service management across the CTO portfolio, including infrastructure, developer platforms, CI/CD tooling, and enabling technologies.
* Apply and evolve global service practices across incident, problem, change, and service level management.
* Act as the key point of accountability for service quality, performance, and recovery within the CTO organization.
* Collaborate with global service management functions to improve escalation efficiency, address systemic issues, strengthen resilience, and monitor service levels.
* Track and improve operational KPIs including incident trends, recovery time, change success rate, and availability.
* Partner with product teams to ensure platforms are designed and operated with reliability, observability, and supportability in mind.
* Provide insights from operational performance to help shape product roadmaps and technical priorities.
* Represent the CTO organization in service forums and translate data into meaningful actions for leadership.
What my client is looking for
* Strong background in technology operations, service management, or site reliability engineering.
* Hands-on experience embedding ITSM processes (incident, problem, change, CMDB, service levels) in engineering environments.
* Track record of working closely with product and platform teams in fast-paced, digital-first settings.
* Familiarity with infrastructure, cloud-native services, CI/CD pipelines, and observability tools.
* Experience in high-availability or regulated industries is an advantage.
* Leadership style that combines service ownership with collaboration and influence.
* Strategic mindset with the ability to execute effectively and deliver measurable outcomes.
* Empathy for both customers and developers, with a focus on building services that meet their needs.
Seniority level
* Director
Employment type
* Full-time
Job function
* Information Technology
Industries
* IT Services and IT Consulting
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