Head of IT Service Management - Service Excellence Lead

Webhosting; United Kingdom; Remote; GBP 90,000 - 125,000; Full time

Job summary

Telefónica Tech UK&I seeks a Senior Executive: Head of Service Management to lead and govern all ITSM functions within Shared Managed Services. You will guide Service Desk, Major Incident, Problem, and Change Management, driving governance, performance and continual improvement for customers and stakeholders.

Reporting to the Director of Managed Services, you will build a high-performing team, automate where possible and ensure SLAs, CSAT and service availability stay at the forefront of

Qualifications

• Experience leading ITSM teams and governance across multiple functions.
• Strong background in ITIL-based processes and service delivery.

Responsibilities

• Lead Service Desk and Service Management teams to drive service excellence.
• Own ITSM governance across the Shared Managed Service business, aligning with ITIL and standards.
• Oversee Incident, Major Incident, Problem and Change Management for effective control and recovery.
• Drive SLA achievement, customer satisfaction, service availability and operational excellence.
• Act as senior escalation point for critical incidents and significant service issues.
• Lead automation and continual service improvement initiatives to enhance maturity and reduce risk.
• Build trusted relationships with customers, suppliers and senior stakeholders.

Skills

Leadership

ITSM

ITIL

Governance

Service Desk

Incident Management

Problem Management

Change Management

Service Reporting

Stakeholder Management

Job description

Telefónica Tech UK&I seeks a Senior Executive: Head of Service Management to lead and govern all ITSM functions within Shared Managed Services. You will guide Service Desk, Major Incident, Problem, and Change Management, driving governance, performance and continual improvement for customers and stakeholders.

Reporting to the Director of Managed Services, you will build a high-performing team, automate where possible and ensure SLAs, CSAT and service availability stay at the forefront of