Head of IT Service Management

An exciting opportunity for an experienced IT Service Management leader to oversee and continuously improve end-to-end IT service delivery within a complex, highly regulated environment. You will lead service operations, major incident management, service transition, and tooling strategy while driving service excellence, operational performance, and outstanding user experience across the organisation.

Client Details

This role is within the public sector and based in London.

Description

Lead and develop a high-performing IT Service Management team, promoting a customer-focused culture.

Own major incident management, ensuring effective resolution and stakeholder communication.

Oversee day-to-day Service Desk operations, including incidents, service requests, and desktop support.

Manage service performance against SLAs and OLAs, identifying trends and improvement opportunities.

Develop and maintain IT service management policies, processes, and procedures aligned to best practice frameworks.

Lead the strategic development and enhancement of Service Desk tooling, preferably Jira Service Management.

Drive improvements in reporting, automation, self-service capabilities, and user experience.

Oversee service transition and change control activities for new and updated IT services.

Ensure successful deployment, acceptance, handover, and operational readiness of new services.

Build strong relationships with senior stakeholders and represent Service Management in governance forums.

Manage suppliers and third-party support relationships.

Contribute to disaster recovery planning and participate in recovery exercises.

Produce and present service performance reports to senior leadership.

Drive continual service improvement initiatives across the IT landscape.

Profile

A successful Head of IT Service Management should have

Extensive experience leading a busy IT Service Desk or IT Service Management function within a complex organisation.

Experience working within government, public sector, healthcare, or other highly regulated environments.

Proven expertise implementing and managing Service Desk platforms, ideally Jira Service Management.

Strong experience managing service transition processes and introducing new services into live operations.

Demonstrable experience managing and reporting against SLAs and OLAs.

Excellent customer service focus with a track record of improving user experience.

Strong understanding of ITIL principles and service management best practices.

Relevant ITIL certification (Foundation, Practitioner, Intermediate, or equivalent).

Experience developing service management frameworks, policies, and operational procedures.

Strong analytical, problem-solving, and root-cause analysis skills.

Experience managing vendors and third-party service providers.

Excellent stakeholder management, communication, and influencing skills.

Experience leading, mentoring, and developing technical teams.

Desirable

Understanding of Agile methodologies.

Knowledge of government IT security practices and controls.

Experience with knowledge management frameworks and systems.

Experience delivering automation and self-service initiatives.

Strong technical understanding of end-user computing environments.

Job Offer

Daily rate of £650 to £800, dependent on the level of experience.

Interim contract in the public sector.

Opportunity to work in a central London location.

If you are an experienced IT Service Management leader with a passion for service excellence, operational improvement, and delivering exceptional customer outcomes, apply today to take the next step in your career.

People are at the heart of Michael Page. We are committed to creating an inclusive environment. As an inclusive recruiter we welcome applications from people of all backgrounds, identities and experiences. If you require any adjustments or accommodations during the recruitment process, we'll work with you to ensure you can perform at your best.