Global Head of Service Management

TRIA; Greater London; Vor Ort; GBP 99.000 - 121.000; Vollzeit

Benefits dieser Stelle

Car Allowance

30% Bonus

Competitive Benefits

Zusammenfassung

A global FTSE 250 organisation in Greater London is seeking a leader for their Service Management function. This role involves embedding ITIL-based practices, enhancing service management operations, and driving excellence through an offshore delivery model. The ideal candidate should have extensive experience in global IT service management, strong knowledge of ITIL frameworks, and exceptional stakeholder management skills. Competitive salary up to £110,000 and a performance-based bonus are offered.

Qualifikationen

• Proven experience leading global IT service management teams in complex organisations.
• Strong understanding of ITIL/ITSM frameworks and process improvement.
• Demonstrated success managing outsourced and offshore delivery models.

Aufgaben

• Lead and develop a global Service Management team.
• Deliver a roadmap to centralise service management.
• Establish consistent SLAs, KPIs, and service reporting.

Kenntnisse

ITIL/ITSM frameworks

Stakeholder management

Change leadership

Communication skills

Cultural awareness

Jobbeschreibung

Salary: Up to £110,000 + Car Allowance + 30% Bonus + competitive Benefits

Reports To: Global Director of Infrastructure & Service Operations

The Organisation

Our client is a Global FTSE 250 organisation undergoing a major transformation under a new CIO. Over the next three years, the business will transition from a federated model to a centralised global structure, supported by significant investment in technology and a new global outsourcing model for IT operations.

The Opportunity

This role will lead the global service management function, embedding ITIL-based practices, improving governance, and driving operational excellence through an offshore delivery model with a newly embedded partner.

Key Responsibilities

• Lead and develop a global Service Management team of Incident & Problem, Change and Service Transition Managers.
• Deliver a roadmap to centralise service management and enhance ITSM maturity.
• Establish consistent SLAs, KPIs, and service reporting across all regions.
• Strengthen incident, problem, and change management processes, reducing reliance on informal channels.
• Build strong relationships with peers (Service Delivery, Infrastructure, Cyber) and treat the offshore partner as an integrated strategic partner, including twice-yearly site visits.
• Support the implementation of new Asset Management and Identity & Access Management tools, ensuring process alignment and adoption.
• Engage and influence regional teams – to foster collaboration, manage resistance, and drive cultural change.

About You

• Proven experience leading global IT service management teams in complex organisations (multi-region desirable).
• Strong understanding of ITIL/ITSM frameworks and process improvement.
• Demonstrated success managing outsourced and offshore delivery models
• Skilled in stakeholder management, change leadership, and building trust across diverse teams.
• A collaborative, pragmatic, and culturally aware leader with exceptional communication and influencing skills.