Head of Technology Service Excellence

Location: City of Edinburgh

Location:
Edinburgh (Hybrid) In this position, you’ll be based in the Edinburgh office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at  
Job Description
Location:
Edinburgh (Hybrid) In this position, you’ll be based in the Edinburgh office for a minimum of three days a week, with the flexibility to work from home for some of your working week. Find out more about our flexible work culture at  
We give you a world of potential This is a rare opportunity to step into a highly visible leadership role where you'll help shape the future of Technology Service Operations across a global organisation. You’ll have genuine influence over strategy, service performance, operational resilience, and investment decisions, while working closely with senior executives across the business. The position offers exposure to executive stakeholders at the highest level, including the CIO, CTO, COO and CEO, giving you the opportunity to shape business‑critical decisions during major incidents, service reviews and strategic planning.

A role you will love As a key member of the Technology leadership team, the Head of Technology Service Excellence partners closely with the Global Head of Service Operations to shape and lead the organisation's global service agenda. This is a high‑impact leadership role with accountability for driving outstanding service performance, operational stability, continual improvement, and commercial effectiveness across a complex technology landscape.

You will play a pivotal role in the commercial and financial management of Service Operations, contributing to budget planning, forecasting, cost optimisation, supplier management, workforce planning, and investment prioritisation.
Other Key Responsibilities

• Provide senior oversight of service performance, resilience, risk and customer impact across the technology estate.
• Lead cross‑functional operational priorities and hold teams accountable for performance, risk management and delivery commitments.
• Take executive leadership during major incidents, driving recovery, stakeholder communications and decision‑making.
• Contribute to effective Problem Management, root cause analysis and resilience improvements to reduce recurring issues and reporting to C‑Suite.
• Own the monthly CTO Service Review and executive reporting, providing clear insight into service performance, risks, trends and improvement actions.
• Drive service management maturity through enhanced reporting, automation and data‑driven decision‑making.
• Support strategic transformation initiatives, including Observability, CMDB improvement, Shift Left, automation and operational readiness programmes.
• Foster a high‑performing, service‑led culture through leadership, coaching, succession planning and continuous improvement.
• Share responsibility for budget management, forecasting, cost optimisation, supplier performance and operational efficiency.
• Partner with executive stakeholders, including CTO, CIO, COO and business leaders, providing guidance on service performance, risk and investment priorities.
• Maintain oversight of governance, operational risk, audit commitments and control effectiveness across Service Operations.

What will you bring to the role As our Head of Technology Service Excellence, you'll be an experienced technology leader with a track record of driving operational excellence and service transformation in complex enterprise environments. You'll bring strong expertise across IT Service Management, including Major Incident, Problem and Change Management, alongside experience delivering initiatives such as Observability, CMDB improvements, automation, and Shift Left…