Head of IT Service Management

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 responsibilitiesLead end-to-end IT service management (incident, problem, change, release, configuration) aligned to ITIL 4Own major incident management (P1/P2), acting as the senior escalation point with clear executive communicationDrive root cause analysis and continuous improvement using service metrics (MTTR, trends, backlog)Oversee IT service delivery, 24/7 support operations, and ITSM toolingCoordinate cyber incident response with internal security teams and external partnersManage third-party suppliers, SLAs, and commercial performanceDefine and deliver strategy across automation, observability, and AIOpsLead and develop a high-performing team while influencing senior stakeholdersKey requirementsProven experience in a Head of IT Service Management / Service Delivery leadership roleStrong ITIL 4 expertise and major incident management experienceBackground in complex, fast-paced environments (ecommerce, retail, logistics or ..... full job details .....