Head of IT Service Management
hace 8 días
Hatfield
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 • 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, • 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, • Cyber incident response experience, • ServiceNow, Jira Service Management or similar ITSM tools, • Exposure to AIOps, observability, automation, • 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 Deerfoot Recruitment Solutions Ltd is a leading independent tech recruitment consultancy in the UK. For every CV sent to clients, we donate £1 to The Born Free Foundation. We are a Climate Action Workforce in partnership with Ecologi. If this role isn't right for you, explore our referral reward program with payouts at interview and placement milestones. Visit our website for details. Deerfoot Recruitment Solutions Ltd is acting as an Employment Agency in relation to this vacancy.