Head of Service Management - Manchester - £85,000 - £95,000
About the Company
My client are a fast‑moving technology organisation undergoing a significant transformation in how they deliver, support, and continually improve our services, focussing on product-centric and customer‑journey‑led delivery.
We're looking for a proactive, forward‑thinking Head of Service Management, someone who actively shapes and evolves our service practices and leads from the front to drive continuous improvement across our technology landscape.
If you thrive on building capability, influencing senior stakeholders, and elevating service performance, this is your opportunity to make a significant impact in a regulated, high‑demand environment.
Head of Service Management
Location: Warrington / Manchester hybrid working model (2-3 days on site Warrington & Central Manchester)
Salary: up to 95K
Department: Technical Operations
About the Company
My client are a fast‑moving technology organisation undergoing a significant transformation in how they deliver, support, and continually improve our services, focusing on product-centric and customer‑journey‑led delivery. We're looking for a proactive, forward‑thinking Head of Service Management, someone who actively shapes and evolves our service practices and leads from the front to drive continuous improvement across our technology landscape.
If you thrive on building capability, influencing senior stakeholders, and elevating service performance, this is your opportunity to make a significant impact in a regulated, high‑demand environment.
What you'll do
1. Set the Direction: Define and lead the IT Service Management strategy, ensuring services evolve with business needs and modern product‑led practices.
2. Be the Catalyst for Change: Drive service transformation, continually improve processes, and proactively identify opportunities to enhance reliability and performance.
3. Own Service Excellence: Lead incident, major incident, problem, and change management with a focus on prevention, stability, and fast, transparent communication.
4. Collaborate with Digital Operations to own and refine the service catalogue.
5. Build the Right Foundations: Implement a new ITSM platform and work closely with SRE teams to deliver a robust monitoring and observability model.
6. Lead Through Influence: Act as the senior escalation point for service performance, partnering with stakeholders, business units, and suppliers to deliver seamless service.
7. Develop High‑Performing Teams: Inspire, mentor, and empower a service management team that takes ownership, innovates, and pushes service standards forward.
What you'll bring
8. Senior‑level ITSM experience within a complex or regulated environment.
9. Strong ITIL knowledge (v4 preferred) and hands‑on experience with ITSM and observability tools such as ServiceNow, Jira Service Management, Grafana, Splunk or Prometheus.
10. Experience working with CMDBs, understanding how configuration and asset relationships support change, incident, and problem management.
11. A proactive, strategic leadership style - able to influence, challenge, and elevate how services are delivered.
12. A track record of transforming service functions, not just maintaining them.
Desirable Qualifications
13. ITIL v4 certification (Managing Professional or Strategic Leader).
14. Experience working in Agile and DevOps environments.
15. Knowledge of ISO/IEC 20000 or similar service‑quality frameworks.
Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.