Head of IT Service Management

Salary: £100,000 - 100,000 per year

Requirements

• 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: Experience with ServiceNow, Jira Service Management or similar ITSM tools
• Desirable: Exposure to AIOps, observability, automation
• Desirable: Advanced ITIL or relevant certifications

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

Technologies

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

More

We are seeking a Head of IT Service Management to join our team in a hybrid role based in Hertfordshire. This high-impact leadership position offers a base salary of £110,000 - £130,000, along with up to 30% discretionary bonus and strong benefits, including private medical insurance and a generous holiday allowance. Our company values flexibility and offers options for remote work, all while contributing positively to the community and environment. This role entails significant ownership of service performance within a critical, customer-facing operation.

last updated 19 week of 2026