Head of Service Management

You’ll be joining an entertainment firm with a unique requirement in order to propel and lead their ITSM team. This is a global ServiceNow environment seeking a modern leader who’s focused on customer experience, and CSI.

You’ll need to have managed globally dispersed internal ITSM teams (10+ FTE) in an environment 2000+ users. ServiceNow is advantageous, and an innovative mindset towards ITSM.

Location: Cambridgeshire (2 days a week)

Rate: £650 per day (inside IR35)

Duration: 6 months minimum.

Key Responsibilities

• Develop and implement the Service Management strategy in alignment with business goals. Lead, mentor, and inspire a team of skilled ITSM professionals, fostering a culture of excellence and continuous improvement.
• Partner with senior leaders and stakeholders to understand and deliver on Service Management needs.
• Drive the implementation and evolution of ITIL best practices and processes.
• Oversee the delivery of high-quality IT services, including Incident, Problem, Change, and Major Incident Management.
• Lead the development of the IT service catalogue, ensuring processes, tools, and technologies are effectively utilised.
• Monitor, measure, and report on Service Management performance, identifying opportunities for improvement.
• Enhance service quality, efficiency, and customer satisfaction through innovative initiatives.
• Develop and implement SLAs and KPIs that align with IT strategy, ensuring compliance with regulations, standards, and policies.
• Proactively manage risks in IT service delivery, implementing robust mitigation strategies.
• Serve as the primary point of contact for Service Management, building strong relationships across the organisation to ensure seamless service delivery.

Key Skills & Competencies

• Proven leader. Builder of impactful, high-performing teams.
• Modern ITSM Leader, focused on customer experience as opposed to simply ‘SLAs’
• Expert in ITIL and service management frameworks.
• Clear communicator. Skilled negotiator. Trusted by stakeholders.
• Sharp problem-solver with a drive for continuous improvement.
• Builds and sustains trusted relationships inside and out.

Sound like you? Please do apply for a call to discuss.