Head of IT Service Management Job at England,East of England,Hertfordshire Full Time NEW

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
Key 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
*ServiceNow, Jira Service Management or similar ITSM tools
*Exposure to AIOps, observability, automation
*Advanced ITIL or relevant certifications
Package and benefits
*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
This is a high-impact leadership role with real ownership of service performance across a critical, customer-facing operation.

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.
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