Head of IT Service Management

Job Overview

Head of the IT Service Management function for Group IT, reporting to the Director of Group IT and sitting on the IT Leadership Group. Work closely with Architecture, Infrastructure & Operations, Delivery & Change, Procurement, NA and ATGE Europe teams, managed service providers, software platform vendors, and venue and business‑unit IT customers across the UK, North America, Germany and Spain.

• Develop and communicate a strategic vision for IT Service Management in a hybrid‑sourced operating model, ensuring alignment with Group business objectives and the Executive’s “run it like you own it” ethos.
• Own the Service Integration and Management (SIAM) operating model across ATG’s managed service providers – governing Service Integration and Delivery, Service Operations and IT Asset Lifecycle Management, Service Management and Governance, and the technology platform that integrates them.
• Govern MSP performance against SLA, XLA and outcome frameworks across Service Desk, ITSM, Application Support, Cloud Infrastructure Operations, Network Operations Centre (NoC) and Security Operations Centre (SoC). Drive contractually committed business outcomes, change success rate, CMDB accuracy and cross‑provider collaboration metrics, initiate corrective action and contractual remediation where required.
• Own the Group ITSM platform direction – a centralised SIAM dashboard with single‑source‑of‑truth visibility across all providers (ticketing, service catalogue, CMDB, problem / change / release / configuration management) – integrated with supplier platforms, augmented by AI / GenAI and experience‑management tooling, underpinned by ITIL 4 process maturity.
• Lead service reporting to the IT Leadership Group and business stakeholders – uptime, customer experience, vendor accountability and service‑quality KPIs.
• Act as the Group escalation point for major service incidents and vendor performance failures; lead post‑incident review, root‑cause analysis and continuous improvement plans.
• Own service management for in‑Venue technologies – Audio‑Visual, Accessibility, ePOS and other front‑of‑house and back‑of‑house venue technology – and manage the Group IT relationship with Venue Operations Business Directors as the primary internal customer for venue‑tech service performance.
• Design and stand up Group out‑of‑hours service capability – deciding on sourcing (follow‑the‑sun in‑house, MSP overflow or hybrid), owning ongoing governance, SLA and cost.
• Position ATG’s IT service model as a deliberate shift from a primarily outsourced posture to a partial‑insourced hybrid model; lead the build and ongoing maturity of the internal ITSM capability – process, tooling, governance, performance management and continuous improvement – augmented by GenAI (MS CoPilot & Claude) and automation.
• Lead the Application Support function operationally – the Application Support Manager team – driving the AI‑native, technically adept redesign of Application Support in line with the Group capability strategy.
• Manage the service‑line Opex envelope, coordinate Fin Ops with Infrastructure & Operations on managed‑service cost, and contribute to Group IT financial accounting and budget planning.
• Establish and maintain robust ITSM frameworks (ITIL 4, SIAM, ISO 20000‑aligned where appropriate) and ensure best practice is followed across regions.
• Act as the bridge between the business, IT teams and managed service providers; collaborate with venue, theatre and corporate stakeholders at all levels and serve as the senior service‑experience voice in Executive, Group leadership and Providence‑facing forums.

• Proven track record supporting a complex IT estate in a senior service delivery, service management or service integration leadership role.
• Strong strategic leadership designing and operating hybrid IT operating models and multi‑vendor SIAM ecosystems, including SIAM advisory, mixed managed services and build‑operate‑transfer (BOT) contracting models.
• Governance of service integration and delivery across multiple managed service providers; design, transition, exit and reintegration of MSP…