Director of Global Service Operations

SR2 REC LTD; Greater London; On-site; GBP 120,000 - 150,000; Full time

Job summary

SR2 REC LTD is seeking an experienced Head of Service Operations to lead our global IT service operations, ensuring delivery of critical services across regions and time zones.

The role focuses on hands-on leadership, operational governance, incident management, and continuous improvement, with strong engagement of VP and C-suite stakeholders. You will drive service performance, align with engineering and offshore teams, and standardise ITSM processes across multiple units.

Qualifications

• 10+ years in IT Service Management with leadership experience.
• Proven track record directing 24/7, multi-region or global service operations.
• Strong ITIL/ITSM expertise including incident, problem, change and SLAs.
• Ability to engage VP, Director and C-suite stakeholders.
• Experience managing distributed teams and third-party suppliers.
• Excellent governance, reporting and service performance management.

Responsibilities

• Lead and oversee global IT service operations across regions and time zones.
• Own service performance, including major incidents, problems and changes.
• Establish ITSM processes, governance, SLAs and operational reporting.
• Drive continuous improvement of service management functions.
• Manage relationships with senior stakeholders including VP and C-suite.

Skills

ITSM Leadership

Global Ops

ITIL Knowledge

Stakeholder Mgmt

Supplier Mgmt

Governance

Incident Mgmt

Change Mgmt

Job description

SR2 REC LTD is seeking an experienced Head of Service Operations to lead our global IT service operations, ensuring delivery of critical services across regions and time zones.

The role focuses on hands-on leadership, operational governance, incident management, and continuous improvement, with strong engagement of VP and C-suite stakeholders. You will drive service performance, align with engineering and offshore teams, and standardise ITSM processes across multiple units.