Head of Service Configuration, Change & Transition in London

The Head of Service Configuration, Change & Transition is accountable for establishing and governing Service Management disciplines across the IT and Network technology estate to deliver a scalable, resilient, and high‑performing operational environment that underpins Hyperoptic’s customer experience and growth ambitions. The role leads the definition, integration, and continuous improvement of ITIL‑aligned practices—including Change Management, Release Management, Service Transition, Asset and Configuration Management, and Service Performance Governance—ensuring consistent, controlled, and efficient operation of live services. Through these disciplines, the Head of Service Management ensures alignment to strategic objectives, effective risk management, and sustained service excellence across the organisation.

What will you be doing?

• Own and govern ITIL Service Management disciplines across the IT and Network technology estate, including Change Management, Release Management, Service Transition, Asset Management, Configuration Management, and Service Performance Governance, ensuring alignment to business priorities and effective risk control.
• Lead and mature Service Transition and Change/Release practices, establishing integrated frameworks that ensure all new and changed services are assessed, approved, deployed, and transitioned into live operation in a controlled, stable, and supportable manner.
• Establish and maintain Configuration and Asset Management practices, ensuring CMDB integrity and full lifecycle visibility of technology assets to enable accurate impact assessment, compliance, and cost optimisation.
• Lead Service Performance Governance, defining and enforcing KPIs, SLAs, and reporting frameworks to drive service reliability, operational transparency, and continuous improvement across the IT and Network estate.
• Drive continuous improvement of Service Management maturity, leveraging data, automation, and AI to enhance efficiency, reduce operational risk, and strengthen proactive service management capabilities.

What we are looking for?

• A degree in IT, Business, Engineering, or related fields or equivalent professional experience in service management or technology‑driven environments.
• Extensive knowledge of service management solutions managing technology operations in telco companies ideally ISP and extensive knowledge of OSS and BSS technology stack.
• Demonstrates TMF and eTOM awareness and value in aligning to operations.
• Demonstrate an understanding of how data should drive process and systems improvements particularly in customer care.
• Experience working with ServiceNow or similar service management platforms for process automation, incident and change management, and reporting.
• The ability to manage complex service management processes with precision, ensuring that every detail is attended to while maintaining a holistic view of service delivery.
• Proven experience leading cross‑functional teams in a fast‑paced environment, with the ability to inspire and develop talent, and create a positive, high‑performance service management culture.
• The ability to think strategically and solve complex service management challenges, driving continual service improvement and aligning IT services with business objectives.

Some of our key Benefits

• Global Remote working for up to 2 weeks per year for those who are able to work remotely.
• 25 days' paid holiday increasing each year, to a max of 35.
• Extra days off for your birthday, moving home, wedding/civil partnership and to volunteer.
• Private medical Insurance provided by AXA health.
• Life assurance giving you cover of 4 times your base salary.
• Partnership with the Kings Trust.
• Our pension scheme matches your contributions up to 4%.
• Retail offers — discounts from hundreds of recognisable brands.
• Free Hyperoptic broadband if you live in a Hyperoptic area.
• Enhanced pay for new parents.

We're committed to providing equal opportunities to all applicants and employees. In fact, this is at the heart of our culture and values. We welcome applications from candidates from all walks of life.