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- Tasks: Lead IT service management and drive continuous improvement across various operations.
- Company: Dynamic company offering a hybrid work environment in Hertfordshire.
- Benefits: Competitive salary, up to 30% bonus, private medical insurance, and flexible working options.
- Other info: Great career growth opportunities and additional perks for employee wellbeing.
- Why this job: Make a significant impact in a fast-paced environment while leading a high-performing team.
- Qualifications: Proven leadership in IT service management with strong ITIL 4 expertise.
The predicted salary is between 110000 - 130000 £ per year.
Hybrid – 3 days per week in Hertfordshire. Base salary 110,000 - 130,000 (DOE) + up to 30% discretionary bonus + strong benefits.
We are looking for a Head of IT Service Management to lead end-to-end service management across IT, logistics, fulfilment, and customer operations - owning major incident response, service performance, and continuous improvement at scale.
Key responsibilities:- Lead end‑to‑end IT service management (incident, problem, change, release, configuration) aligned to ITIL 4
- Own major incident management (P1/P2), acting as the senior escalation point with clear executive communication
- Drive root cause analysis and continuous improvement using service metrics (MTTR, trends, backlog)
- Oversee IT service delivery, 24/7 support operations, and ITSM tooling
- Coordinate cyber incident response with internal security teams and external partners
- Manage third‑party suppliers, SLAs, and commercial performance
- Define and deliver strategy across automation, observability, and AIOps
- Lead and develop a high‑performing team while influencing senior stakeholders
- Proven experience in a Head of IT Service Management / Service Delivery leadership role
- Strong ITIL 4 expertise and major incident management experience
- Background in complex, fast‑paced environments (ecommerce, retail, logistics or similar)
- Experience managing suppliers, budgets, and cost optimisation
- Strong stakeholder engagement skills, including C‑suite interaction
- Data‑driven approach with the ability to lead under pressure
- Cyber incident response experience
- ServiceNow, Jira Service Management or similar ITSM tools
- Exposure to AIOps, observability, automation
- Advanced ITIL or relevant certifications
- Base salary 110,000 - 130,000 (DOE)
- Up to 30% discretionary bonus
- Up to 7% matched pension
- Private medical insurance
- Strong holiday allowance + option to buy more
- Work from anywhere flexibility
- Additional perks including discounts and wellbeing support
Head of IT Service Management in London employer: Deerfoot Recruitment Solutions Limited
Contact Detail:
Deerfoot Recruitment Solutions Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of IT Service Management in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT service management space. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings.
✨Tip Number 2
Prepare for those interviews by brushing up on your ITIL 4 knowledge and major incident management strategies. Be ready to discuss how you've driven continuous improvement in past roles. We want to see you shine!
✨Tip Number 3
Showcase your data-driven approach! Bring examples of how you've used service metrics to improve performance. This will demonstrate your ability to lead under pressure and make informed decisions.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Head of IT Service Management in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the job description. Highlight your experience in IT service management, especially with ITIL 4 and major incident management. We want to see how your background fits perfectly with what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the Head of IT Service Management role. Share specific examples of your achievements in service delivery and stakeholder engagement that align with our needs.
Showcase Your Data-Driven Approach: Since we value a data-driven mindset, make sure to include any metrics or KPIs you've worked with in previous roles. This could be anything from MTTR improvements to successful project outcomes. Numbers speak volumes!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Deerfoot Recruitment Solutions Limited
✨Know Your ITIL Inside Out
As a Head of IT Service Management, you'll need to demonstrate your expertise in ITIL 4. Brush up on the key principles and processes, especially around incident, problem, and change management. Be ready to discuss how you've applied these in past roles.
✨Showcase Your Leadership Skills
This role requires leading a high-performing team and influencing senior stakeholders. Prepare examples of how you've successfully managed teams and driven service improvements. Highlight your experience in complex environments like ecommerce or logistics.
✨Prepare for Major Incident Scenarios
Expect questions about handling major incidents (P1/P2). Think of specific situations where you acted as the escalation point and how you communicated with executives. Use metrics to back up your success in reducing MTTR and improving service performance.
✨Demonstrate a Data-Driven Mindset
The company values a data-driven approach, so be prepared to discuss how you've used service metrics to drive continuous improvement. Bring examples of how you've analysed trends and managed supplier performance to optimise costs.