Head of IT Service Management

• 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

Technologies:

• Support
• ITIL
• ITSM
• JIRA
• Security
• ServiceNow

• 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

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.