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- Tasks: Lead IT service management in a dynamic, customer-focused environment.
- Company: Join a leading tech recruitment consultancy with a strong commitment to social responsibility.
- Benefits: Competitive salary, up to 30% bonus, private medical insurance, and generous holiday allowance.
- Other info: Enjoy a hybrid work model and additional perks for your wellbeing.
- Why this job: Make a real impact on service performance in a critical leadership role.
- 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.
- 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
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 IT Services (Contract, Temporary) 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 Services (Contract, Temporary) 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 using the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you showcase your experience effectively!
✨Tip Number 3
Showcase your data-driven approach! Be ready to discuss how you've used service metrics to drive improvements in past roles. Bring examples of your work with tools like ServiceNow or Jira Service Management to the table.
✨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 Services role!
We think you need these skills to ace Head of IT Services (Contract, Temporary) in Hatfield
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 and any relevant ITIL 4 expertise. 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 the Head of IT Services role. Share specific examples of your leadership in major incident management and continuous improvement.
Showcase Your Data-Driven Approach: Since this role requires a data-driven mindset, be sure to mention any metrics or KPIs you've successfully managed in previous roles. We love seeing how you’ve used data to drive service performance!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. We can’t wait to hear from you!
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 assess 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.
✨Showcase Your Data-Driven Approach
Since this role requires a data-driven mindset, be prepared to discuss how you've used service metrics like MTTR and trends to drive continuous improvement. Bring examples of how your decisions have positively impacted service delivery and customer satisfaction.
✨Familiarise Yourself with Relevant Tools
If you’ve worked with ServiceNow, Jira Service Management, or similar ITSM tools, make sure to highlight your experience with them. Discuss how you’ve leveraged these tools to enhance service management processes and improve operational efficiency.