Head of IT Service Management

Forsyth Barnes; Nottingham; Hybrid; GBP 100,000 - 115,000; Full time

Job summary

An established industry player is seeking a Head of IT Service Management to lead a transformative journey in the retail sector. This pivotal role, based in Nottingham with hybrid flexibility, focuses on shaping a modern ITSM strategy across the EMEA region. Ideal candidates will possess over a decade of IT service management experience, including significant leadership roles, and a strong ITIL background. You will drive best practices, oversee the implementation of a global ITSM platform, and enhance support performance through innovative automation and AI tools. If you're passionate about delivering exceptional service and leading high-performing teams, this is your opportunity to make a significant impact.

Qualifications

• 10+ years of IT service management experience with 5+ years in leadership.
• ITIL v4 Expert certification or equivalent strongly preferred.

Responsibilities

• Lead and evolve ITSM strategy and operations across the EMEA region.
• Drive best-practice ITIL process adoption across incident and change management.

Skills

ITIL Expertise

Leadership Skills

Stakeholder Engagement

Vendor Management

Transformation Initiatives

Education

Bachelor's in IT

Master's in Computer Science

Tools

ServiceNow

BMC Remedy

Job description

Head of IT Service ManagementNottingham (Hybrid)£100,000 - £115,000 + PackageRetail Sector

We're supporting a leading global retail business, currently undergoing a large-scale IT and business transformation, in the search for a Head of IT Service Management. This is a critical leadership position, based in Nottingham with flexible hybrid working, focused on shaping and delivering a modern, efficient ITSM strategy across the EMEA region.

This role is ideal for a senior IT service leader with strong ITIL expertise, a track record of transformation, and experience operating in matrixed, multinational environments.

Key Responsibilities:

• Lead and evolve ITSM strategy and operations across the EMEA region
• Drive best-practice ITIL process adoption across incident, problem, change, and request management.
• Oversee the implementation of a global ITSM platform.
• Improve first- and second-line support performance through upskilling and process optimisation.
• Deliver automation, self-service, and AI tools to streamline operations and improve user experience.
• Partner with regional IT teams, business leaders, and third-party providers to ensure consistent, value-driven service delivery.
• Ensure compliance with internal policies and external standards.
• Lead major incidents and crisis response when required.
• Build and lead a high-performing ITSM team with a culture of continuous improvement.

Candidate Profile:

• 10+ years of IT service management experience, with 5+ years in a leadership capacity.
• ITIL v4 Expert certification or equivalent strongly preferred.
• Demonstrable success leading ITSM transformation and automation initiatives.
• Strong experience with enterprise ITSM platforms (e.g., ServiceNow, BMC Remedy).
• Excellent leadership, stakeholder engagement, and vendor management skills.
• Background working in complex, multinational businesses-retail sector experience is advantageous.
• Bachelor's or Master's in IT, Computer Science, or related field.