Global Head of Service Management & Excellence

FCDO Services; Milton Keynes; On-site; GBP 75,000 - 110,000; Full time

Benefits offered by this job

Civil Service Pension

On-site gym

Nursery

Café

Restaurant

Season ticket loan

Bike loan

Job summary

FCDO Services is seeking a Head of Service Management to lead the Service Manager community across global operations. You will drive governance, set performance standards, and build a high-performing, inclusive culture while aligning with national security requirements.

You will lead workforce planning, maintain the service handbook, and strengthen stakeholder engagement across distributed teams, delivering consistent service excellence and continual improvement.

Qualifications

• Formal education in IT service management and governance with recognized certifications.
• Ability to operate in complex, geographically dispersed environments.
• Desirable: additional qualifications in Lean Six Sigma, Agile or PRINCE2.

Responsibilities

• Conduct regular performance discussions and manage workforce planning and succession.
• Own and maintain the Service Manager handbook and ensure standards are followed.
• Represent the function at forums and act as a key escalation point.
• Strengthen stakeholder engagement and drive continual improvement.

Skills

Leadership

Stakeholder engagement

Governance

Performance management

Communication

Education

ITIL Certification

Project Management Foundation

ISO/IEC 20000

Level 5 Leadership & Management

ITIL Managing Professional

ITIL Expert

ISO/IEC 20000 Practitioner

Auditor

Lead Implementer

Lean Six Sigma

Agile

PRINCE2

Job description

FCDO Services is seeking a Head of Service Management to lead the Service Manager community across global operations. You will drive governance, set performance standards, and build a high-performing, inclusive culture while aligning with national security requirements.

You will lead workforce planning, maintain the service handbook, and strengthen stakeholder engagement across distributed teams, delivering consistent service excellence and continual improvement.