Head Of IT Operational Excellence - Servicenow/DEX/AI/SRE

Scott-Merrick; Greater London; Hybrid; GBP 120,000 - 140,000; Full time

Benefits offered by this job

Hybrid work London

Up to 30% bonus

Job summary

Scott-Merrick in London seeks a strategic Head of IT Operational Excellence to elevate the Digital Employee Experience using ServiceNow, DEX monitoring, AI, observability and automation. You will lead a large internal Service Desk, own the ServiceNow stack and drive proactive remediation across a global environment.

The role emphasizes measurable CSAT and MTTR improvements, with hybrid London work and up to 30% bonus. Right to work in the UK is required.

Qualifications

• Experience leading a large internal Service Desk and improving employee experience.
• Proven ownership of ServiceNow platform.
• Experience with DEX monitoring and AI-driven improvements.
• Strong ITSM and incident response background.

Responsibilities

• Transform enterprise User Support and ITSM to improve Digital Employee Experience.
• Lead ServiceNow and DEX initiatives across the organisation.
• Drive measurable improvements in CSAT, FCR, MTTR.
• Implement proactive monitoring and automated remediation.

Skills

Leadership of large internal Service-

ServiceNow ownership

DEX monitoring

AI/GenAI/automation

SRE/reliability/observability

ITSM/Major Incident/Command Centre

Proactive monitoring and automatedrem

Tools

ServiceNow

DEX/XLA

GenAI tools

Observability tools

Job description

Head of IT Operational Excellence - ServiceNow/DEX/AI/SRE

London | Hybrid 2-3 days per week | Permanent | £120,00 - £140,000 + up to 30% bonus

Head of IT Operational Excellence required to transform enterprise User Support, ITSM and technology reliability across a large global organisation.

This is not a traditional ITIL/Service Delivery role. The focus is on improving Digital Employee Experience through ServiceNow, DEX monitoring, AI, observability and automation.

Key qualifying question for applicants: Have you led a large internal Service Desk and used ServiceNow, DEX/XLA, AI or automation to measurably improve employee experience?

Key requirements:

• Large internal Service Desk/End User Support leadership
• ServiceNow platform ownership
• DEX/Digital Employee Experience monitoring
• XLA-led service improvement
• ServiceNow AI/GenAI/intelligent automation
• ITSM/Major Incident/Command Centre
• SRE/reliability/observability
• Proactive monitoring and automated remediation
• Self-service, knowledge and ticket reduction
• Measurable improvement in CSAT, XLA, FCR, MTTR, availability or support demand

The strongest candidates will be able to show how they have used ServiceNow, AI and DEX tooling to materially improve employee experience, not simply modernise ITSM processes.

London hybrid 2-3 days per week. Unrestricted UK Right to Work required.