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- Tasks: Lead IT service management and drive continuous improvement in a dynamic environment.
- Company: Join a leading tech recruitment consultancy with a focus on innovation and sustainability.
- Benefits: Competitive salary, up to 30% bonus, private medical insurance, and flexible working options.
- Other info: Be part of a climate-conscious company that supports charitable initiatives.
- Why this job: Make a real impact in a high-stakes leadership role with ownership of service performance.
- Qualifications: Proven experience in IT service management and strong ITIL 4 expertise required.
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.
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
Key requirements
- 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
Desirable
- Cyber incident response experience
- ServiceNow, Jira Service Management or similar ITSM tools
- Exposure to AIOps, observability, automation
- Advanced ITIL or relevant certifications
Package and benefits
- 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
This is a high-impact leadership role with real ownership of service performance across a critical, customer-facing operation. Apply now for a confidential discussion.
Head of IT Service Management 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 IT Service Management in Hatfield
✨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 interviews by practising common questions related to ITIL and major incident management. We recommend doing mock interviews with friends or using online platforms. The more you rehearse, the more confident you'll feel when it’s showtime!
✨Tip Number 3
Showcase your achievements! When discussing your experience, focus on specific metrics and outcomes you've driven in previous roles. Use data to back up your claims – it’ll make you stand out as a results-oriented candidate.
✨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. Let’s get you that Head of IT Service Management role!
We think you need these skills to ace Head of IT Service Management 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 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 this high-impact leadership role. Share specific examples of your achievements in service management and how you've driven continuous improvement in past roles.
Showcase Your Leadership Skills: Since this role involves leading a high-performing team, make sure to highlight your leadership experience. Talk about how you've influenced stakeholders and managed teams in complex environments. We love seeing how you can inspire others!
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 Ltd
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL 4 knowledge before the interview. Be ready to discuss how you've applied ITIL principles in past roles, especially in major incident management and service delivery. This will show that you’re not just familiar with the framework but can also implement it effectively.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that test your problem-solving skills under pressure. Think of specific examples from your experience where you successfully managed incidents or improved service performance. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
✨Showcase Your Leadership Style
As a Head of IT Service Management, your leadership style is crucial. Be prepared to discuss how you lead teams, influence stakeholders, and drive continuous improvement. Share examples of how you've developed high-performing teams and managed third-party suppliers effectively.
✨Understand the Business Context
Research the company’s operations, especially in ecommerce, logistics, or retail. Understanding their business model will help you tailor your responses and demonstrate how your experience aligns with their needs. Highlight any relevant metrics or successes that relate to their specific challenges.