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- Tasks: Lead IT service management and ensure top-notch service delivery in a dynamic environment.
- Company: Join a leading tech recruitment consultancy with a commitment to social responsibility.
- Benefits: Enjoy a competitive salary, bonus potential, private medical insurance, and generous holiday allowance.
- Other info: Be part of a supportive culture that values continuous improvement and career growth.
- Why this job: Make a real impact in a high-stakes role that drives service performance and customer satisfaction.
- 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
£110,000 - £130,000 + up to 30% bonus + strong benefits
We've been retained to hire a Head of IT Service Management into a complex, high-volume, customer-facing environment where service stability and resilience are critical to business performance. Based in Hertfordshire (hybrid), you'll lead end-to-end service management across IT, logistics, fulfilment, and customer operations - owning major incident response, service performance, and continuous improvement at scale.
- 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
- Manage third-party suppliers, SLAs, and commercial performance
Proven experience in a Head of IT Service Management / Service Delivery leadership role
Strong ITIL 4 expertise and major incident management experience
Data-driven approach with the ability to lead under pressure
ServiceNow, Jira Service Management or similar ITSM tools
Advanced ITIL or relevant certifications
Up to 30% discretionary bonus ~ Up to 7% matched pension ~ Private medical insurance ~ Strong holiday allowance + option to buy more
This is a high-impact leadership role with real ownership of service performance across a critical, customer-facing operation. If you've held any of these roles or used these technologies/skills, this role could be a great fit: Head of Service Management, Head of IT Service Delivery, IT Operations Director, Service Delivery Director, ITSM Lead, Major Incident Manager, ServiceNow, Jira Service Management, AIOps, ITIL 4.
Head of ICT and Digital Services in Hatfield employer: Deerfoot Recruitment Solutions Ltd
Contact Detail:
Deerfoot Recruitment Solutions Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of ICT and Digital Services in Hatfield
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and engage on platforms like LinkedIn. We can’t stress enough how personal connections can open doors that applications alone can’t.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their challenges and think about how your skills in IT service management can help them thrive. We want you to shine as the perfect fit!
✨Tip Number 3
Showcase your expertise! Bring examples of your past successes in managing incidents and improving service delivery. We love seeing candidates who can back up their claims with real-world results.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we’re always looking for top talent like you to join our team!
We think you need these skills to ace Head of ICT and Digital Services in Hatfield
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Head of IT Service Management role. Highlight your experience with ITIL 4, major incident management, and any relevant tools like ServiceNow or Jira. We want to see how your skills align 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 this leadership role. Share specific examples of how you've driven service performance and continuous improvement in past positions. We love a good story!
Showcase Your Leadership Skills: In your application, don't forget to highlight your leadership experience. We're looking for someone who can manage teams and drive results under pressure. Share instances where you've successfully led projects or initiatives that made a real impact.
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you'll be able to showcase your application in the best light. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Deerfoot Recruitment Solutions Ltd
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL 4 knowledge. Be ready to discuss how you've applied ITIL principles in past roles, especially around incident and change management. This will show that you’re not just familiar with the framework but can also implement it effectively.
✨Prepare for Major Incident Scenarios
Think of specific examples where you've managed major incidents (P1/P2). Be prepared to walk through your thought process, the actions you took, and the outcomes. This will demonstrate your ability to lead under pressure and communicate effectively with executives.
✨Showcase Your Data-Driven Approach
Be ready to discuss how you've used service metrics like MTTR and trends to drive continuous improvement. Bring examples of how data has influenced your decision-making and led to better service delivery. This will highlight your analytical skills and commitment to performance.
✨Familiarise Yourself with ITSM Tools
If you’ve worked with ServiceNow, Jira Service Management, or similar tools, be prepared to talk about your experience. Discuss how you’ve leveraged these platforms to enhance service delivery and manage third-party suppliers effectively. This will show that you’re technically savvy and ready to hit the ground running.