https://jobs.co.uk/job/head-of-it-operational-excellence-servicenowdexaisre-scott-merrick--0d306512-91bf-46b0-bb7f-966b27c72183 RSS feed for Head of IT Operational Excellence - ServiceNow/DEX/AI/SRE at Scott-Merrick. en-gb Sat, 17 Oct 2026 23:22:16 GMT https://jobs.co.uk/job/head-of-it-operational-excellence-servicenowdexaisre-scott-merrick--0d306512-91bf-46b0-bb7f-966b27c72183 https://jobs.co.uk/job/head-of-it-operational-excellence-servicenowdexaisre-scott-merrick--0d306512-91bf-46b0-bb7f-966b27c72183 Fri, 16 Oct 2026 11:53:22 GMT Location: London | Salary: 10000-500000 Annual | Type: Permanent | Head of IT Operational Excellence - ServiceNow/DEX/AI/SRE London | Hybrid 2-3 days per week | Permanent | £120,00 - £140,000 + up to 30% bonus Head of IT Operational Excellence required to transform enterprise User Support, ITSM and technology reliability across a large global organisation. This is not a traditional ITIL/Service Delivery role. The focus is on improving Digital Employee Experience through ServiceNow, DEX monitoring, AI, observability and automation.Key qualifying question for applicants: Have you led a large internal Service Desk and used ServiceNow, DEX/XLA, AI or automation to measurably improve employee experience? Key requirements: Large internal Service Desk/End User Support leadership ServiceNow platform ownership DEX/Digital Employee Experience monitoring XLA-led service improvement ServiceNow AI/GenAI/intelligent automation ITSM/Major Incident/Command Centre SRE/reliability/observability Proactive monitoring and automated remediation Self-service, knowledge and ticket reduction Measurable improvement in CSAT, XLA, FCR, MTTR, availability or support demand The strongest candidates will be able to show how they have used Ser... Permanent