Head of IT Service Management
Apply below after reading through all the details and supporting information regarding this job opportunity.
Hybrid - 3 Days per Week in Hertfordshire
£110,000 - £130,000 + up to 30% bonus + 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'll 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 + option to buy more
* 'Work from anywhere' flexibility
* Additional perks including discounts and wellbeing support
This is a high-impact leadership role with real ownership of service performance across a critical, customer-facing operation.
Apply now for a confidential discussion.
If you've held any of these roles or used these technologies/skills, this role could be a great fit: Head of Service Management, Head of IT Service Delivery, IT Operations Director, Service Delivery Director, ITSM Lead, Major Incident Manager, ServiceNow, Jira Service Management, AIOps, ITIL 4.
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