Role: Head of Service
Location: London (initially office-based, moving to hybrid)
Salary: £60,000–£80,000 + benefits
Benefits: Hybrid working, career progression, high-impact leadership role
Our client, a leading managed service provider, is hiring a Head of Service to lead and evolve a growing service desk function following a series of strategic acquisitions.
This is a pivotal leadership role with real influence, offering the opportunity to shape service delivery, define team structure, and embed a genuinely customer-first culture. You’ll have direct exposure to senior leadership, ownership of a critical function, and the chance to make a visible impact as the organisation continues to scale.
What you’ll do
Lead a service desk function of c.40 engineers through established team leaders
Drive a high-performance, customer-centric culture across the service desk
Implement structural improvements to support team effectiveness and scalability
Take ownership of service desk operations from senior leadership
Build strong relationships across multiple UK locations and remote teams
You’ll work closely with senior leadership, playing a key role in defining how service is delivered as the organisation continues to grow.
What we’re looking for
Strong technical background, ideally progressed from a Third Line Engineer
Experience managing service desk teams (10–20+ engineers, ideally larger)
Experience leading geographically dispersed or matrix-managed teams
Proven ability to drive customer-focused behaviours and service excellence
Strong leadership and relationship-building skills
The ideal candidate will bring a hands-on, service-led mindset, and enjoy working in a fast-paced, evolving environment where culture and customer outcomes are central.
Why join?
Shape the future of service delivery in a business going through rapid growth and integration
High visibility role with direct exposure to senior leadership and real influence on strategy
Be part of a genuinely customer-first organisation where feedback drives improvement, not blame
Opportunity to unify and build teams following multiple acquisitions, leaving a lasting impact
Clear progression potential as the business continues to scale
Hybrid working flexibility once relationships are established
Apply now to shape service delivery in a growing, customer-driven organisation