Head of IT Operational Excellence - ServiceNow/DEX/AI/SRE
London | Hybrid 2-3 days per week | Permanent | £120,00 - £140,000 + up to 30% bonus
Head of IT Operational Excellence required to transform enterprise User Support, ITSM and technology reliability across a large global organisation.
This is not a traditional ITIL/Service Delivery role . The focus is on improving Digital Employee Experience through ServiceNow, DEX monitoring, AI, observability and automation.
Key qualifying question for applicants: Have you led a large internal Service Desk and used ServiceNow, DEX/XLA, AI or automation to measurably improve employee experience?
Key requirements:
Large internal Service Desk/End User Support leadership
ServiceNow platform ownership
DEX/Digital Employee Experience monitoring
XLA-led service improvement
ServiceNow AI/GenAI/intelligent automation
ITSM/Major Incident/Command Centre
SRE/reliability/observability
Proactive monitoring and automated remediation
Self-service, knowledge and ticket reduction
Measurable improvement in CSAT, XLA, FCR, MTTR, availability or support demand
The strongest candidates will be able to show how they have used ServiceNow, AI and DEX tooling to materially improve employee experience , not simply modernise ITSM processes.
London hybrid 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 - ServiceNow/DEX/AI/SRE.
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Head of IT Operational Excellence - ServiceNow/DEX/AI/SRE in London employer: Scott-Merrick
As a Domain Architect - Networks & Connectivity, you will join a forward-thinking company that prioritises innovation and employee development within a dynamic hybrid work environment in London. With competitive compensation, including a generous bonus structure, and a culture that fosters collaboration and continuous learning, this role offers the opportunity to shape the future of network architecture while working alongside industry experts. The company's commitment to modernising its global enterprise network ensures that you will be at the forefront of cutting-edge technology and practices.
