Job Description

Office location with Hybrid working: Hammersmith

The Head of Service Management will be responsible for leading the development, implementation, and continuous improvement of IT Service Management practices across the organisation. This role will focus on managing and optimising service delivery, performance, and governance, while also ensuring services are aligned with business objectives and customer needs. The role involves championing service management processes, promoting customer education, driving community development for Service Management & Operations, and ensuring that all IT services create tangible value for the business and stakeholders. The Head of Service Management will lead a cross-functional team that is integral to delivering high-quality services and transforming service operations and delivery.

What will you be doing?

Lead Service Management Strategy and Governance: Develop and implement a comprehensive service management strategy aligned with business objectives, ensuring adherence to ITIL best practices and governance standards across the service lifecycle Drive Service Performance and Continual Service Improvement: Oversee the ongoing performance of IT services, ensuring they meet or exceed KPIs and SLAs. Lead initiatives for continual service improvement (CSI) to optimize service delivery, customer satisfaction, and operational efficiency Champion Customer Education and Communication: Lead customer education efforts, ensuring clear communication about IT and Network services, processes, and updates. Foster customer engagement and satisfaction through transparency, proactive service information, and feedback loops Lead and develop the team to ensure high performance, job satisfaction and career development Maintain high colleague engagement levels, fostering cross functional collaboration and developing a high-performance continual improvement culture across the teams Use personal expertise to coach direct reports to support company growth

What we are looking for?

A degree in IT, Business, Engineering, or related fields or equivalent professional experience in service management or technology-driven environments ITIL foundation certification Proven experience in delivering high-quality IT services, using ITIL methodologies, in an external service delivery context such as MSP, ISP, or other customer-facing environments Experience working within a telecommunications or internet service provider context is desirable, but not essential Experience working with ServiceNow or similar service management platforms for process automation, incident and change management, and reporting The ability to manage complex service management processes with precision, ensuring that every detail is attended to while maintaining a holistic view of service delivery Proven experience leading cross-functional teams in a fast-paced environment, with the ability to inspire and develop talent, and create a positive, high-performance service management culture The ability to think strategically and solve complex service management challenges, driving continual service improvement and aligning IT services with business objectives

Why work for us?

We're in our customer's corner and our vision is to be the UK's most loved and desired broadband provider, that shows the way broadband is done!



Awarded Broadband Provider of the Year 2023 Uswitch Telecoms Awards, as voted for by 20,000 customers, plus Fair Terms Gold Award 2023. We're also very proud to have been awarded Great Place to Work Certification (2022-23) and UK's Best Workplaces for Wellbeing (2022)

Going beyond the expected

Whatever we're doing - whether we're liaising with property professionals, delivering our network, or installing in a customer's home, going beyond the expected is the benchmark for everything we do. How we work is shaped by our three culture principles:


We work smarter, together We stay focused We strive for excellence

Some of our key Benefits

Competitive salary Global Remote working for up to 2 week per year for those who are able to work remotely 25 days' paid holiday increasing each year, to a max of 35 Extra days off for your birthday, moving home, wedding/civil partnership and to volunteer Private medical Insurance provided by AXA health Life assurance giving you cover of 4 times your base salary Partnership with the Kings Trust Our pension scheme matches your contributions up to 4% Retail offers -- discounts from hundreds of recognisable brands Free Hyperoptic broadband if you live in a Hyperoptic area Enhanced pay for new parents




We're committed to providing equal opportunities to all applicants and employees. In fact, this is at the heart of our culture and values. We welcome applications from candidates from all walks of life.

What happens next?

You apply

We carefully review your application

* We'll get back to you -- even if it's a no (for now)