Head of IT Enterprise Service Engineering

Ricoh; Greater London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A global technology firm is seeking an experienced IT Service Engineering leader to define the vision and roadmap for their IT function. The ideal candidate will have a Bachelor's or Master's degree in Computer Science, strong leadership skills, and proven experience in IT service management. You will lead cross-functional teams, establish release management best practices, and ensure alignment with Agile delivery pipelines. This position offers a competitive salary and industry-leading benefits in a fast-paced and supportive environment.

Benefits

Competitive salary package

Industry-leading benefits

Qualifications

• Educated to at least bachelor's or master's degree level, or equivalent professional qualification.
• Certifications in ITIL v4, PMP, SAFe or cloud certifications preferred.
• Experience in IT service management, engineering, operations, or DevOps leadership roles.

Responsibilities

• Define the vision, operating model, and roadmap for IT Service Engineering.
• Build and lead cross-functional teams.
• Establish best practices for release management.
• Partner with Engineering teams and stakeholders.
• Develop centralised capabilities for test coordination.

Skills

ITIL v4

PMP

SAFe

Azure DevOps

ServiceNow

JIRA

Problem-solving

Leadership

Cross-functional teamwork

Education

Bachelor's or Master's degree in Computer Science or related field

Tools

ServiceNow

Azure DevOps

JIRA

Job description

What you will be doing

• Define the vision, operating model, and roadmap for the IT Service Engineering function aligned with the company’s transformation goals.
• Build and lead cross-functional teams responsible for each core capability area.
• Establish best-in-class, standardised, automated, and auditable release management strategy and practices across applications and platforms.
• Partner with Engineering teams, PM / PMO, Cybersecurity, I&O, System Integrators and Business stakeholders to enable fast and safe IT delivery at scale.
• Build centralized capabilities for test coordination, test data management and complex data migrations to support modern digital-native and legacy platforms.
• Ensure testing and data migration strategies are aligned to Agile and CI / CD delivery pipelines and promote automation
• Design and operationalize service transition frameworks that ensure services are production-ready and supportable from day one.
• Lead service onboarding, support model definition, and operational readiness assessments
• Own the design, governance, and rollout of a comprehensive service catalogue that supports self-service, clarity, and accountability.
• Develop a centralised approach to managing pre-production and production environments across cloud and on-prem.
• Ensure availability, stability, and cost-effective provisioning of environments needed for continuous delivery.
• Establish service-level monitoring, alerting, and performance benchmarking for all IT solutions.
• Drive end-to-end quality engineering practices that support resilient and auditable systems.
• Develop and deploy dashboards and reporting mechanisms to provide visibility into service performance, quality metrics, and operational KPIs
• Implement controls and assurance mechanisms to reduce the risk of service failure in production environments and ensure continuity of critical business operations
• Define service standards, taxonomies, and ownership models
• Implement modern IAM practices that support secure, seamless access control aligned to Zero Trust principles and digital workforce needs.
• Partner with Cybersecurity to integrate identity into DevSecOps and product lifecycle.

You will ideally have

• Ideal candidate will be educated to at least bachelor’s or master’s degree level, or equivalent professional qualification, with preference to studies in Computer Science, Software Engineering, or a related field.
• Certifications in ITIL v4, PMP, SAFe or cloud certifications (AWS, Azure, GCP) plus experience with tools like ServiceNow, Azure DevOps, JIRA or equivalent would be a distinct advantage.
• Familiarity with IT Service Management (ITSM) frameworks and process automation within shared service environments and knowledge of digital security best practices and compliance requirements for customer-facing and enterprise applications are highly desired for this role.
• Successful candidates will have proven experience in standing up new operational or engineering capabilities in a fast-moving digital or technology-driven environment.
• Preferably you will have substantial experience in IT service management, engineering, operations, or DevOps leadership roles, across complex hybrid environments (Cloud, on-prem, SaaS)
• Ideally you will have a deep understanding of ITIL, DevOps and Enterprise service management principles.
• Successful candidate will be a strong leader, with experience in building and managing cross functional teams in ambiguous, high-growth environments.
• Ideally you will have extensive experience working with business sponsors and stakeholders to translate requirements into IT services that drive both customer and operational improvements.
• Preferably you will have excellent problem-solving skills, with a track record of delivering secure, scalable, and high-performing IT services.
• To be successful in this role candidate will have excellent strong communication skills with the ability to work cross-functionally and present complex ideas to technical and non-technical stakeholders.

In return for your commitment, you can expect

• A competitive salary package
• Industry leading benefits

Ricoh is an exceptional place to work. A place where there is strong emphasis on career development for the right individuals. This is a role where you can excel within a fast-paced environment and succeed within a thriving organisation.

This is an excellent opportunity to join a global company where you can truly capitalise and build on your own experience.

Ready to make that change? Apply now for a confidential conversation with our Recruitment Team.