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
Technology Requirements
* Support
* ITIL
* ITSM
* JIRA
* Security
* ServiceNow
Qualifications
* 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
* Desirable: ServiceNow, Jira Service Management or similar ITSM tools
* Desirable: Exposure to AIOps, observability, automation
* Desirable: Advanced ITIL or relevant certifications
Benefits
We are looking for a Head of IT Service Management to join our complex, high‑volume, customer‑facing environment in Hertfordshire, where service stability and resilience are critical to our business performance. This high‑impact leadership role offers a base salary of £110,000 – £130,000 plus up to a 30% discretionary bonus and a strong benefits package including matched pension contributions, private medical insurance and a generous holiday allowance. We provide work‑from‑anywhere flexibility and additional perks such as discounts and wellbeing support.
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