Head of IT Service Management

Job Title: Head of IT Service Management
Contract Type: Permanent
Location: Worcestershire, W. Midlands, England
Salary: £60000 - £70000 per annum
Start Date: ASAP
Reference: ITSM19024_1568216039
Contact Name: Tom Faire
Contact Email:
Job Published: September 11, 2019 16:33

Job Description

ITSM / IT Service Management / IT Service Delivery Manager / SDM / Head of IT / SaaS / Devops

One of my clients, based in Worcestershire, are looking for a Head of IT Service Management which can be a great step up or sidestep for someone looking to work for a strong software solutions company.


  • Solid experience in a Senior IT Service Management role or Senior IT Service Delivery Management role
  • Experience of supporting in a Senior IT role a large-scale enterprise SaaS product
  • Excellent appreciation of customer service and strategies
  • Strong knowledge of technology infrastructure and services
  • Strong operations background (ideally held multiple roles)
  • Track record of delivering major change programmes (technology, people and process)
  • Strong team management experience
  • Strong knowledge of ITIL framework and core processes
  • Excellent stakeholder management and strong influencing skills
  • Knowledge of leading Cloud services (SaaS, IaaS and PaaS)
  • Lead and direct teams to make sure that service level agreements (SLAs) in place with both external and internal teams

Essential Skills:

  • Responsible for delivering reliable and secure software platform (including service desk, security, infrastructure and DevOps)
  • Responsible for customer service quality, principally delivered through the commercial functions in each region, with the commercial functions as major stakeholders
  • Experience managing platforms in an AWS environment
  • Improving customer service satisfaction through a continuous service improvement process
  • Responsible for effective management of the service delivery function
  • Pragmatic approach to business standard
  • SaaS Product Capacity Planning
  • Experience of Service Now and JIRA (desired)

Feel free to get in touch with Tom Faire at Talent International to hear more.

ITSM / IT Service Management / IT Service Delivery Manager / SDM / Head of IT / SaaS / Devops