Head of IT Service Management

• Lead and develop a high-performing IT Service Management team, promoting a customer-focused culture.
• Own major incident management, ensuring effective resolution and stakeholder communication.
• Oversee day-to-day Service Desk operations, including incidents, service requests, and desktop support.
• Manage service performance against SLAs and OLAs, identifying trends and improvement opportunities.
• Develop and maintain IT service management policies, processes, and procedures aligned to best practice frameworks.
• Lead the strategic development and enhancement of Service Desk tooling, preferably Jira Service Management.
• Drive improvements in reporting, automation, self-service capabilities, and user experience.
• Oversee service transition and change control activities for new and updated IT services.
• Ensure successful deployment, acceptance, handover, and operational readiness of new services.
• Build strong relationships with senior stakeholders and represent Service Management in governance forums.
• Manage suppliers and third-party support relationships.
• Contribute to disaster recovery planning and participate in recovery exercises.
• Produce and present service performance reports to senior leadership.
• Drive continual service improvement initiatives across the IT landscape.

• Extensive experience leading a busy IT Service Desk or IT Service Management function within a complex organisation.
• Experience working within government, public sector, healthcare, or other highly regulated environments.
• Proven expertise implementing and managing Service Desk platforms, ideally Jira Service Management.
• Strong experience managing service transition processes and introducing new services into live operations.
• Demonstrable experience managing and reporting against SLAs and OLAs.
• Excellent customer service focus with a track record of improving user experience.
• Strong understanding of ITIL principles and service management best practices.
• Relevant ITIL certification (Foundation, Practitioner, Intermediate, or equivalent).
• Experience developing service management frameworks, policies, and operational procedures.
• Strong analytical, problem-solving, and root-cause analysis skills.
• Experience managing vendors and third-party service providers.
• Excellent stakeholder management, communication, and influencing skills.

• Experience leading, mentoring, and developing technical teams. Desirable

• Understanding of Agile methodologies.
• Knowledge of government IT security practices and controls.
• Experience with knowledge management frameworks and systems.
• Experience delivering automation and self-service initiatives.
• Strong technical understanding of end-user computing environments.

City of London Temporary £650 - £800 per day View Job Description An exciting opportunity for an experienced IT Service Management leader to oversee and continuously improve end-to-end IT service delivery within a complex, highly regulated environment. You will lead service operations, major incident management, service transition, and tooling strategy while driving service excellence, operational performance, and outstanding user experience across the organisation.

• £700-800 / day
• High impact Senior Leadership role, * Daily rate of £650 to £800, dependent on the level of experience.
• Interim contract in the public sector.
• Opportunity to work in a central London location.

This role is within the public sector and based in London.