Head of Service Management

 Location: UK - Nottingham, UK - Hatfield, UK - Milton Keynes | Job-ID: 216587 | Contract type: Standard | Business Unit: Information Technology

Life on the team

Location – Hatfield, Nottingham or Milton Keynes

The Head of Service Management leads and oversees all aspects of IT service management for the organisation, ensuring that technology services are delivered effectively and consistently meet business goals across Group IS. This role focuses on improving service quality, driving customer satisfaction, and guiding a team toward continuous improvement.

What you’ll do

• Develop and implement IT service management strategies aligned with organizational objectives.
• Lead, mentor, and build a high-performing Service Management team, developing a strategy for industry-recognised service relationship management best practices .
• Ensure IT services consistently meet compliance requirements and service level agreements (SLAs).
• Drive continuous service improvement initiatives and adopt industry best practices, including automation opportunities.
• Act as the escalation point for service issues and cultivate strong stakeholder relationships.
• Monitor, analyse, and report on service performance metrics and key indicators.
• Manage the service management budget and optimize operational costs.
• Oversee core service management functions, including service strategy, financial management, asset management, and problem management.
• Own the governance and control of the GIS disaster recovery/business continuity planning.
• Conduct availability and capacity planning and monitoring for GIS-owned applications.
• Champion continuous improvement through proactive problem management and analytics to reduce incidents and enhance customer satisfaction.

What you’ll need

Essential     

• Deep understanding of ITIL and IT service management frameworks.
• Leadership experience managing large teams and IT operations.
• Strong problem-solving and analytical abilities.
• Excellent communication skills for working with internal and external stakeholders.
• Experience with service management tools and reporting methods.
• Ability to drive change and continuous improvement

Desirable

• ITIL Expert or equivalent certification.
• Previous leadership role in a large organisation.
• Knowledge of emerging technologies affecting service delivery.
• Project management certification (e.g. PRINCE2, PMP).

About us

We are a leading independent technology and services provider, trusted by large corporate and public sector organisations. We are a responsible business that believes in winning together for our people and our planet. We help our customers to source, transform and manage their technology infrastructure to deliver digital transformation, enabling people and their business.

Our business may be about technology, but first of all it’s about people

With over 20,000 people across 22 countries, we are proud of our inclusive culture - where everyone can thrive, feel valued, and truly belong.

As an equal opportunities employer, we’re committed to ensuring fair and equal access to opportunities for all. Your application will be considered on its merits, regardless of your age, disability, ethnicity, gender identity, or any other characteristics protected by law. What matters most to us is that you share our vision and values, and bring the experience and skills we’re looking for.

We are proud to be a Disability Confident Employer. We welcome applications from disabled people and accept applications in alternative formats. We also guarantee to interview applicants who have a disability.

If you share our values and want to make a meaningful impact in a supportive, forward-thinking environment - we’d love to hear from you!