Head of IT Service Management (ITSM) Manchester We're looking for an experienced Head of IT Service Management to lead and mature ITSM for a fast-paced, high-growth business. Supporting around 2.5k internal users across the UK and internationally — plus c20k external users — this is a highly visible leadership role focused on service excellence, user experience, and continual improvement. You'll lead a multi-disciplinary service organisation, embedding ITIL 4 practices across Service Desk, Incident, Request, Problem, Change, Knowledge, and Configuration Management. You'll set the ITSM strategy, uplift service culture, and ensure the IT function scales smoothly with business growth. What You'll Be Doing Own and deliver the ITSM strategy and roadmap, embedding pragmatic ITIL 4 practices Lead and develop a team of around 20 with 4 direct reports, building a high-performing, service-focused culture Ensure consistent SLA achievement, high CSAT/NPS, and operational stability Run effective service governance, including major incident management and post-incident reviews Mature problem, change, knowledge, and CMDB practices to reduce risk and repeat issues Own and optimise the ITSM toolset ( Jira Service Management ), driving automation and self-service Produce meaningful service metrics and dashboards that drive action and improvement Act as the senior service interface to the business, vendors, and MSPs Ensure strong governance, audit readiness, and alignment with ISO 27001 and GDPR What We're Looking For Proven experience leading ITSM or Service Operations in a multi-site, high-tempo environment Strong hands-on knowledge of ITIL 4 practices and their real-world application Experience owning and improving an ITSM platform (JSM, ServiceNow, Freshservice, or similar) A data-driven leader with excellent stakeholder communication skills Ability to balance service quality, speed, and risk in a business-critical environment Solid understanding of modern end-user, application, and infrastructure support models Why Join Us? You'll have the opportunity to shape how IT services are delivered across a business where technology is critical to productivity and growth. We offer a collaborative environment, the autonomy to drive real change, and the chance to build a best-in-class ITSM capability that genuinely improves user experience. If you're a hands-on ITSM leader who enjoys building teams, improving services, and making a measurable impact, please contact Tim Philpotts at Morson for full details.