Head of IT Operational Excellence in London

Head of IT Operational Excellence
London – Hybrid 2–3 days per week | Permanent | £120,000 - £140,000 + up to 30% bonus
We are recruiting a Head of IT Operational Excellence to transform global technology support and service operations within a large international enterprise.
This is not a traditional ITIL or Service Delivery role. The focus is on improving Digital Employee Experience , modernising internal support and using ServiceNow, AI, DEX monitoring, observability and automation to deliver measurable user outcomes.
The environment includes a substantial internal Service Desk (45 people) supporting approximately 20,000 users.
Key experience:
Leadership of a large internal Service Desk / End User Support function of similar sized service desks/ users.
Strong ServiceNow platform and ITSM ownership
Digital Employee Experience / DEX platforms and monitoring
XLA-led service improvement and measurable user-experience outcomes
ServiceNow AI / GenAI / intelligent automation
Major Incident / Command Centre leadership
SRE, reliability and observability
Proactive monitoring and automated remediation
Self-service, knowledge and ticket reduction
Measurable improvements in CSAT, XLA, FCR, MTTR, availability or support demand
We are particularly interested in leaders who can show how they have used ServiceNow, AI and DEX tooling to materially improve the employee experience , rather than simply modernising ITSM processes.
London hybrid, normally 2–3 days per week. Unrestricted UK Right to Work required.
Please apply now for more information on the role: Head of IT Operational Excellence
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