Head of Service Operations

This is a senior leadership position, where you’ll take responsibility for live operations, end-to-end service management, and providing outstanding end-user support. You’ll oversee everything from workplace technology to business continuity, leading a team of service management and technical support specialists, as well as suppliers.

Duration: 6 months.

Rate: up to £700 per day – inside ir35.

Location: 2 days a week in London

Here’s what you’ll be taking charge of:

• Service performance: Ensure technology delivers as intended, with incidents, changes, and requests managed efficiently.
• Ownership at the core: Drive KPIs, SLAs, and service reporting to consistently meet and exceed expectations.
• Effective transitions: Lead service design and transition processes for new and evolving technologies.
• Leadership and teamwork: Manage and develop your team while ensuring third-party vendors deliver real value.
• Technology ownership: Oversee laptops, Teams Rooms, printers, and other workplace technology, from roadmaps to budgets.
• Business continuity: Ensure plans, policies, and exercises are robust, up-to-date, and fit for purpose.

What you’ll bring to the role:

• You have experience running high-performing service operations, are proficient with enterprise tools like AD, Azure, and ServiceNow, and have a strong working knowledge of Microsoft, Apple, and modern workplace technology.
• Experience implementing tech bar services.
• ITIL certification is essential, and you’ll bring a sharp customer focus, commercial awareness, and the ability to manage competing priorities effectively.
• Ideally Autopilot and Copilot experience.
• Must have global experience.
• Commercial awareness and operated at minimum of ‘Head of’ level within an ITSM position.

Sound like you? I’d love to hear from you.