Head of IT Service Management
Nottingham (Hybrid)
£100,000 - £115,000 + Package
We're supporting a leading global retail business, currently undergoing a large-scale IT and business transformation, in the search for a Head of IT Service Management. This is a critical leadership position, based in Nottingham with flexible hybrid working, focused on shaping and delivering a modern, efficient ITSM strategy across the EMEA region. This role is ideal for a senior IT service leader with strong ITIL expertise, a track record of transformation, and experience operating in matrixed, multinational environments.
Key Responsibilities:
* Lead and evolve ITSM strategy and operations across the EMEA region
* Drive best-practice ITIL process adoption across incident, problem, change, and request management.
* Oversee the implementation of a global ITSM platform.
* Improve first- and second-line support performance through upskilling and process optimisation.
* Deliver automation, self-service, and AI tools to streamline operations and improve user experience.
* Partner with regional IT teams, business leaders, and third-party providers to ensure consistent, value-driven service delivery.
* Ensure compliance with internal policies and external standards.
* Lead major incidents and crisis response when required.
* Build and lead a high-performing ITSM team with a culture of continuous improvement.
Candidate Profile:
* 10+ years of IT service management experience, with 5+ years in a leadership capacity.
* ITIL v4 Expert certification or equivalent strongly preferred.
* Demonstrable success leading ITSM transformation and automation initiatives.
* Strong experience with enterprise ITSM platforms (e.g., ServiceNow, BMC Remedy).
* Excellent leadership, stakeholder engagement, and vendor management skills.
* Background working in complex, multinational businesses-retail sector experience is advantageous.
* Bachelor's or Master's in IT, Computer Science, or related field.