Head of IT Service Management

You will report to the Director of Group IT and sit on the IT Leadership Group. You will head up the IT Service Management function for Group IT. You will work closely with Architecture, Infrastructure, initiate corrective action and contractual remediation where required.

Own the Group ITSM platform direction - a centralised SIAM dashboard with single-source-of-truth visibility across all providers (ticketing, service catalogue, CMDB, problem/change/release/configuration management) - integrated with supplier platforms, augmented by AI/GenAI and experience management tooling, and underpinned by ITIL 4 process maturity.

Lead service reporting to the IT Leadership Group and business stakeholders - uptime, customer experience, vendor accountability and service-quality KPIs. Act as the Group escalation point for major service incidents and vendor performance failures; lead post-incident review, root-cause analysis and continuous improvement plans.

Own service management for in-Venue technologies - Audio-Visual, Accessibility, ePOS and other front-of-house and back-of-house venue technology - and manage the Group IT relationship with Venue Operations Business Directors as the primary internal customer for venue-tech service performance.

Out-of-Hours Service collaborate with venue, theatre and corporate stakeholders at all levels; serve as the senior service-experience voice in Exec, Group leadership and Providence-facing forums.

Your skills, qualities, and experience

• Essential
• A proven track record of experience supporting a complex IT estate in a senior service delivery, service management or service integration leadership role.
• Strong strategic leadership with a proven track record designing and operating hybrid IT operating models and multi-vendor SIAM ecosystems, including SIAM advisory, mixed managed services and build-operate-transfer (BOT) contracting models.
• Service Integration and Delivery: governing the integration and delivery of services across multiple managed service providers; designing, transitioning, exiting and re-integrating MSP arrangements; cross-provider collaboration, ecosystem performance and risk-indexed multivendor oversight.
• Service Operations and IT Asset Lifecycle Management: ITSM platform direction (ticketing, service catalogue, CMDB accuracy and integrity, problem/change/release/configuration management); ITIL 4 process maturity; change success rate and CMDB accuracy as primary operational metrics.
• Service Management and Governance: SLA, XLA (Experience Level Agreement) and end-to-end outcome frameworks; contractually committed business outcomes versus traditional SLAs; incentives and penalties tied to cross-resolver-group outcomes; commercial and contractual familiarity with multi-vendor governance.
• Enhance Delivery Through Technology: build AI/agentic AI/GenAI augmentation; integration with supplier platforms; automation initiatives across service operations.
• Service-experience design - translating Exec-level service expectations into measurable, customer-facing service standards (uptime, CSAT, XLA, business-outcome metrics) across multi-region service delivery.
• Out-of-hours service design (follow-the-sun, NOC-style or hybrid MSP/in-house models) and Group-wide major incident management.
• Operational familiarity with cloud-first IT estates, FinOps disciplines, and GenAI/automation augmentation in service operations (MS CoPilot, Claude or equivalent).
• Operational experience of PCI DSS-relevant environments and customer-facing transactional service uptime (ticketing, hospitality, payments).
• Stakeholder management at all levels - comfortable in executive, business, technical and external supplier audiences.
• Certification in ITIL 4 (Foundation essential; Managing Professional or Strategic Leader desirable), SIAM Foundation/Professional, or other relevant service-management frameworks.
• Degree educated in a relevant technology/computer science subject (or equivalent on-the-job experience).
• Desirable
• Experience of venue-based IT service operations (live entertainment, sports, events, conferences) in a multi-site, customer-facing environment.
• Agile Delivery Methodology (Scrum/Kanban) or Scaled Agile (SAFe) training and experience.
• Operational FinOps experience in Azure.
• Operational experience of in-venue networking solutions such as Cisco Meraki, Fortinet FortiGate, or PaloAlto.
• Operational experience with VoIP solutions (8x8 experience preferred).

About Us

Our values ATG Entertainment’s values set the tone for how we work, how we treat one another, and the culture we continue to build across the UK and the wider organisation.

• THRIVE doing what we love (with passion and dynamism)
• CONNECT through every act (with collaboration and kindness)
• DARE to do different (with curiosity and courage)
• PERFORM at our best (with customer focus and ownership)

Our Corporate Social Responsibility pillars

Everyone at ATG Entertainment is expected to play their part in achieving our goals and upholding our Corporate Social Responsibility priorities:

• Inclusion: Committing to creating and upholding a positive, inclusive culture that nurtures potential and supports well-being.
• Sustainability: Playing your part in reducing our environmental impact and finding more sustainable ways of working.
• Next Generations: Encouraging the next generation in live entertainment by contributing to our outreach and training programmes, including mentoring students and trainees, and supporting our Creative Learning and Community Partnerships work.

Our culture

You will help us uphold a positive culture around meeting our obligations, by having a positive attitude to health and safety, legal and insurance requirements and take care to understand our policies and procedures. We are all expected to participate actively in the life of the company, and opportunities will arise for you to collaborate with others across the business. Everyone at ATG Entertainment is expected to be flexible and adapt as the needs of the business change, taking on new or different responsibilities as the need arises.

Our Inclusion, Diversity, Equity and Access Mission Statement - A Stage for Everyone

Our stages are a platform for compelling stories – stories that are for all, by all, and of all. We shine our spotlight on our differences and believe that understanding and celebrating these differences makes us better global citizens. We are passionate about the pursuit of true diversity and equality. We strive to make our venues beacons of these ideals in our communities. Onstage and off, we hold ourselves accountable for nurturing an inclusive culture, one in which everyone can bring their authentic selves. At ATG entertainment, we provide a stage for everyone. We recognise that we do not have all the answers; but we strive to listen, to learn and to change in order to ensure ATG Entertainment becomes a truly inclusive organisation. We therefore welcome and encourage applications from individuals from the widest possible range of backgrounds and particularly welcome applications from those currently underrepresented in our workforce.

We are a Disability Confident Committed Employer, which means that we are taking action to ensure that people with disabilities and long-term health conditions feel supported, engaged and able to fulfil their potential in the workplace. We will offer an interview or recruitment event to disabled candidates who tell us they wish to participate in the scheme and who demonstrate in their application that they best meet the essential criteria for the role. Where we receive more applications than we are reasonably able to interview for any given role, we will retain applications for the next available interview opportunity wherever possible.