Head of IT Service Management
Hybrid – 3 Days per Week in Hertfordshire
£110,000 – £130,000 + up to 30% bonus + strong benefits
We’ve been retained to hire a Head of IT Service Management into a complex, high-volume, customer-facing environment where service stability and resilience are critical to business performance.
Based in Hertfordshire (hybrid), you’ll lead end-to-end service management across IT, logistics, fulfilment, and customer operations - owning major incident response, service performance, and continuous improvement at scale.
Key responsibilities
Apply now for a confidential discussion.
If you’ve held any of these roles or used these technologies/skills, this role could be a great fit: Head of Service Management, Head of IT Service Delivery, IT Operations Director, Service Delivery Director, ITSM Lead, Major Incident Manager, ServiceNow, Jira Service Management, AIOps, ITIL 4.
Hybrid – 3 Days per Week in Hertfordshire
£110,000 – £130,000 + up to 30% bonus + strong benefits
We’ve been retained to hire a Head of IT Service Management into a complex, high-volume, customer-facing environment where service stability and resilience are critical to business performance.
Based in Hertfordshire (hybrid), you’ll lead end-to-end service management across IT, logistics, fulfilment, and customer operations - owning major incident response, service performance, and continuous improvement at scale.
Key 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
- 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
- Cyber incident response experience
- ServiceNow, Jira Service Management or similar ITSM tools
- Exposure to AIOps, observability, automation
- Advanced ITIL or relevant certifications
- Base salary £110,000 – £130,000 (DOE)
- Up to 30% discretionary bonus
- Up to 7% matched pension
- Private medical insurance
- Strong holiday allowance + option to buy more
- “Work from anywhere” flexibility
- Additional perks including discounts and wellbeing support
Apply now for a confidential discussion.
If you’ve held any of these roles or used these technologies/skills, this role could be a great fit: Head of Service Management, Head of IT Service Delivery, IT Operations Director, Service Delivery Director, ITSM Lead, Major Incident Manager, ServiceNow, Jira Service Management, AIOps, ITIL 4.
