Head Of ITSM

We are seeking an experienced Head of IT Service Management (ITSM) to lead and evolve the organisation's IT service delivery function, ensuring the highest levels of operational excellence, service quality, and customer satisfaction. The successful candidate will be responsible for defining and implementing ITSM strategies, frameworks, and best practices across the business, leveraging platforms such as Service Now and Jira to drive service improvement, incident management, change management, problem management, and service request processes.

This role requires a strategic leader who can align IT services with business objectives, establish governance frameworks, monitor service performance through KPIs and SLAs, and foster a culture of continuous improvement across technology teams.

As the Head of ITSM, you will work closely with senior stakeholders, business leaders, and technical teams to ensure IT services are delivered efficiently and meet organisational needs. You will be responsible for leading and developing high-performing teams, managing vendor relationships, and driving key transformation initiatives that enhance service management capabilities. Strong stakeholder management and communication skills are essential, as you will act as the primary point of contact for service-related governance, reporting, and strategic decision-making.

The ideal candidate will have deep expertise in ITSM principles, proven experience with Service Now
, Jira
, and service management tooling, alongside a successful track record of leadership, process optimisation, and delivering measurable improvements within complex enterprise environments.

Job Title: Head Of ITSM

Location: London, UK

Job Type: Contract