Head of IT Service Management

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Lead and nurture the Service Desk and Service Management teams.

• Take ownership of ITSM governance within the Shared Managed Services business.

• Ensure adherence to ITIL best practices and organizational standards.

• Supervise Incident, Major Incident, Problem, and Change Management functions.

• Promote SLA achievement, customer satisfaction, service availability, and operational excellence across managed service contracts.

• Serve as the primary escalation point for critical incidents and major service issues.

• Spearhead automation, efficiency, and continual service improvement initiatives.

• Develop and maintain relationships with customers, suppliers, and senior stakeholders.

• Balance the needs of customers, operations, and commercial interests.

• Enhance contractual SLA and KPI performance, customer satisfaction, service availability, first contact resolution, major incident recovery, change success, and service risk management.

• Report directly to the Director of Managed Services.

⛳️ Requirements

• Extensive leadership experience in an IT Managed Services environment.

• A proven history of leading Service Desk, Incident, Major Incident, Problem, and Change Management functions.

• Experience in managing multi-customer managed service contracts and meeting agreed SLAs and KPIs.

• Background in driving ITSM governance, service improvement, and operational excellence.

• Strong practical experience with enterprise ITSM platforms, particularly ServiceNow.

• In-depth knowledge of ITIL-based Service Management practices, governance frameworks, and continual service improvement methodologies.

• Exceptional stakeholder management, communication, and leadership abilities.

• Strong analytical and decision-making skills, complemented by sound commercial awareness.

• ITIL 4 (or higher) Managing Professional (MP), ITIL Expert, or an equivalent advanced IT Service Management qualification is required.

• Equivalent demonstrable senior Service Management leadership experience may be considered if supported by significant practical achievements.

• Proven experience applying ITIL practices across Service Desk, Incident, Major Incident, Problem, Change, and Continual Service Improvement disciplines.

• Capability to successfully obtain and maintain Security Check (SC) and Non-Police Personnel Vetting Level 3 (NPPV3) clearance.

• Successful completion of role-relevant background screening or security clearance may be necessary for specific customer assignments.

• Desirable: experience in leading automation, transformation, or service modernization programs.

• Desirable: experience in delivering executive governance reporting.

• Desirable: experience in large-scale outsourced or enterprise Managed Services environments.

• Desirable: ITIL 4 Strategic Leader certification.

• Desirable: leadership or management qualification such as ILM or CMI.

• Desirable: certification in Lean, Six Sigma, or Service Improvement.

🏝️ Benefits

• An inclusion-focused workplace with a commitment to equity.

• Accessible hiring practices.

• Employee Resource Groups, including Diversity and Inclusion, Telefónica Tech Pride, Neurodiversity, ELEVATE, and Sustainability.

• Occasional travel to customer and company locations may be necessary.

• A global, diverse working environment with colleagues from over 60 nationalities.