Head of Service Management - Manchester - £85,000
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 Head of Service to guide them through this change.
About the Responsibilities
As Head of Service Management, you will lead the strategic delivery of a new ITSM tool, ensuring it is implemented in a way that supports product‑led, customer‑focused and agile operations. You will work closely with Incident, Problem and Change Management teams to embed more agile, preventative and effective practices. You will define meaningful KPIs and values with the business, develop the CMDB, and help introduce improved monitoring and the foundations of a future NOC capability.
You will lead a team driving cultural and behavioural change that promotes autonomy, best practice, and continual improvement. This role is central to shaping how they operate, measure success, and deliver service excellence across the organisation.
The Skills We Need
* Strong stakeholder management skills with the confidence to influence at all levels
* Experience delivering or implementing an ITSM platform
* Strong understanding of ITIL practices across Incident, Problem, Change and Service Delivery
* Ability to define and agree meaningful KPIs and value measures with the business
* A prevention‑led mindset with a focus on proactive service improvement
* The ability to introduce new ways of working and promote autonomy across teams
The Benefits
* The opportunity to implement process changes and improvement across Service
* Salary £85,000
* Enhanced company pension contributions
* Hybrid working (2 days a week onsite)
With interviews ongoing, submit your CV to be considered or reach out for further information.
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