HEAD OF SERVICE OPERATIONS

Consult; Greater London; Hybrid; GBP 92,000 - 111,000; Full time

Job summary

Consult is seeking an experienced Head of Service Operations to lead global IT service delivery from our London hub. This hands-on leadership role focuses on maintaining and improving live services across regions, with a strong emphasis on governance, performance metrics and executive stakeholder engagement.

You will drive 24/7 operations, ITIL-aligned processes, major incident management and continuous service improvements, coordinating with engineering and offshore teams to ensure consistent

Qualifications

• 10+ years in IT Service Management with leadership experience.
• Proven track record in global or multi-region service operations.
• Strong ITIL/ITSM discipline and governance experience.
• Experience in incident, problem and change management.
• Ability to engage with VP, Director and C-suite stakeholders.

Responsibilities

• Lead and oversee global IT service operations across regions and time zones.
• Own service performance, including major incidents, problems and changes.
• Establish ITSM processes, governance, SLAs and reporting.
• Drive continuous improvement in service management and customer experience.
• Manage relationships with senior stakeholders and third-party suppliers.
• Coordinate with engineering, infrastructure and offshore teams for alignment.
• Support integration and standardisation across business units and acquisitions.
• Develop service performance dashboards and executive reporting.
• Provide leadership during critical incidents and ensure timely resolution.

Skills

ITIL & ITSM

Major incident management

Stakeholder management

Global service operations

Change management

Leadership

Job description

On Site : 1

Contract Rate : 500

Contract Job : 1

Salary range high : 600

Salary range low : 500

• London
• Contract
• Consulting
• GBP500 - 600 per day

Head of Service Operations / Director of Service Management

We are looking for an experienced Head of Service Operations / Director of Service Management to join a global technology and AI organisation undergoing significant business and technology transformation.

This is an opportunity for an established Service Management leader to take ownership of complex, business-critical live services operating across multiple regions.

The successful candidate will bring strong operational leadership, commercial awareness and the ability to engage confidently with senior stakeholders, whilst driving service excellence, operational consistency and continuous improvement.

This is a hands-on leadership role focused on managing and improving existing live services rather than delivering a standalone transformation project.

Key Responsibilities

• Lead and oversee global IT service operations, ensuring the effective delivery of business-critical services across multiple regions and time zones.
• Take ownership of service performance, including major incident, problem and change management.
• Establish and maintain consistent ITSM processes, service governance, SLAs and operational reporting.
• Drive continuous improvement across service management functions, identifying opportunities to improve performance, efficiency and customer experience.
• Manage relationships with senior stakeholders, including VP and C-suite leadership.
• Oversee supplier performance, ensuring third-party providers meet agreed service levels and business expectations.
• Work closely with engineering, infrastructure, technology and offshore delivery teams to ensure operational alignment.
• Support the integration and standardisation of service operations across multiple business units and acquired organisations.
• Develop meaningful service performance metrics, dashboards and executive-level reporting.
• Provide leadership and direction during critical incidents, ensuring effective communication and timely resolution.

Essential Skills & Experience

• 10+ years' experience in IT Service Management, including at least 3 years in a senior leadership position such as Head of Service Management, Head of Service Operations or Service Delivery Director.
• Proven experience leading 24/7, multi-region or global service operations within a complex enterprise environment.
• Strong background in ITIL and ITSM best practices, including major incident, problem, change and service-level management.
• Demonstrable experience managing live operational services and driving measurable service improvements.
• Excellent stakeholder management skills, with the confidence and credibility to influence VP, Director and C-suite stakeholders.
• Experience managing distributed teams, third-party suppliers and complex service delivery environments.
• Strong operational governance, reporting and service performance management capabilities.
• Ability to operate effectively in a fast-paced, evolving organisation.
• Flexibility to collaborate with international teams across different time zones.