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Location: Birmingham (2-3 days onsite)
Salary: Up to 113,000 + Car Allowance + 30% Bonus + Benefits
Reports To: Global Director of Infrastructure & Service Operations
Direct Reports: 7 Service Delivery Managers + Offshore Partner
The Organisation
Our client is a Global FTSE 250 organisation undergoing a major transformation under a new CIO. Over the next three years, the business will transition from a federated model to a centralised global structure, supported by significant investment in technology and a new global outsourcing model for IT operations.
The Head of Service Management is a newly created, pivotal role responsible for building a mature, process-driven function that underpins this transformation.
The Opportunity
This role will lead the global service management function, embedding ITIL-based practices, improving governance, and driving operational excellence through an offshore delivery model with a newly embedded partner.
The initial focus will be on integrating Europe into the centralised model before expanding globally.
Key Responsibilities
Lead and develop a global Service Management team of seven Service Delivery Managers plus offshore teams.
Deliver a three-year roadmap to centralise service management and enhance ITSM maturity.
Establish consistent SLAs, KPIs, and service reporting across all regions.
Strengthen incident, problem, and change management processes, reducing reliance on informal channels.
Drive adoption of the current ITSM tool (Xurrent, formerly 4me) and lead its reassessment in mid-2026.
Build strong relationships with peers (Infrastructure, Cyber) and treat the offshore partner as an integrated strategic partner, including twice-yearly site visits.
Support the implementation of new Asset Management (Flexera) and Identity & Access Management (Saviynt) tools, ensuring process alignment and adoption.
Engage and influence regional teams-particularly across Europe-to foster collaboration, manage resistance, and drive cultural change.
About You
Proven experience leading global service teams in complex, multi-region organisations.
Strong understanding of ITIL/ITSM frameworks and process improvement.
Demonstrated success managing outsourced delivery models (India experience advantageous).
Skilled in stakeholder management, change leadership, and building trust across diverse teams.
Familiar with hybrid cloud (Azure), ERP (SAP), and enterprise technology platforms.
A collaborative, pragmatic, and culturally aware leader with exceptional communication and influencing skills.
