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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