Head of IT Service Management

Location: Buckinghamshire

Head of IT Service Management £600 day rate (Inside IR35), Hybrid Working

Parity is delighted to partner with our client; a public sector organisation, who are looking to recruit an experienced to lead and shape the strategic direction of IT Service Management across a complex and high-profile environment.

You will be responsible for defining the vision, governance, and continuous improvement of service management practices, ensuring services are delivered effectively, consistently, and in alignment with organisational and customer requirements.

This is a senior leadership role requiring strong stakeholder engagement, operational oversight, and a proven track record in large-scale IT service environments.

Key Responsibilities

Lead and develop a Service Management team, ensuring capacity, performance, and adherence to standards
Define and deliver the IT Service Management strategy and continuous improvement roadmap
Act as a senior escalation point for service issues and stakeholder concerns
Oversee service performance, reporting, and customer satisfaction metrics
Ensure ITIL-aligned processes are embedded and continuously improved
Lead on service design input into new bids, contracts, and change requests
Manage supplier relationships and support contract/service negotiations
Ensure SLA/OLA compliance and effective service delivery governance
Engage with senior stakeholders and customers across the organisation
Promote a strong culture of professionalism, accountability, and continuous improvement
Support team development, recruitment, coaching, and performance management

Essential Skills & Experience

Extensive experience in large, complex IT service delivery environments
Proven leadership of service management or senior service delivery teams
Strong knowledge of ITSM tools (e.g. Service Now)
Deep understanding of SLA/OLA creation and management
Experience working to ISO 9001 and ISO/IEC 20000 standards
ITIL 4 Managing Professional (or ITIL V3 Expert with ITIL 4 Foundation)
Strong commercial and financial management experience in regulated environments
Experience leading organisational change and service transformation
Supplier and third-party management experience
Strong stakeholder engagement and communication skills
Understanding of IT infrastructure, security, and communications technologies

Desirable Skills

ITIL 4 Strategic Leader or ITIL Master

Experience with project/programme delivery methodologies
Experience working within UK Government.
Lean Six Sigma or similar continuous improvement qualifications

Security Requirements

Candidates must:

Be eligible to obtain UK Government SC Clearance (or already hold SC clearance)

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