Job Description

: Head of Service Management

Reports to: VP of Managed and Professional Services

As the Head of Service Management, you will be responsible for overseeing the delivery and governance of all service management functions, ensuring alignment with business objectives and service-level agreements (SLAs). This role requires a strong leader with expertise in ITIL frameworks, service delivery, and process optimization. Process Experts and Process Service Managers will report to you, driving consistency and excellence across incident, problem, change, and performance management.

Key Responsibilities

Leadership & Team Management

Lead and develop a high-performing team of Service Management professionals, including Process Experts and Service Managers, through effective coaching, mentoring, and performance management. Provide strategic direction to ensure team alignment with business objectives, driving service excellence and operational effectiveness. Foster a culture of accountability, innovation, and continuous improvement, promoting clear objectives and measurable outcomes. Serve as the senior point of contact for all service management-related activities, ensuring stakeholder engagement and issue resolution.

Service Management

Manage the comprehensive delivery of services across all teams and processes, ensuring operational consistency and seamless integration. Ensure strict adherence to Service Level Agreements (SLAs) while upholding the highest standards of client satisfaction. Lead strategic initiatives focused on continuous service improvement and operational excellence. Serve as the primary escalation point for critical service-related issues.

Incident & Major Incident Management

Participate as a key member in all Major Incident calls, facilitating rapid resolution and clear communication to minimize business disruption. Oversee the end-to-end incident management process, driving timely resolution and continuous improvement to reduce overall business impact. Lead governance and performance audits to uphold incident management standards and ensure compliance. Manage knowledge sharing and training programs to enhance the effectiveness and preparedness of incident response teams.

Problem Management

Lead root cause analysis and drive the implementation of permanent solutions to resolve recurring incidents and enhance service reliability. Oversee problem management processes to ensure timely identification, resolution, and prevention of incidents, incorporating lessons learned for continuous service improvement. Develop and execute strategies aimed at reducing recurring issues, improving overall service performance, and maintaining robust documentation and training for problem management practices. Conduct regular reviews of problem management effectiveness, implementing process enhancements to optimize operational efficiency and service quality.

Change Management

Own and continuously improve the Change Management process to enhance success rates and minimize risks, ensuring alignment with business objectives. Collaborate with stakeholders to plan, communicate, and implement changes effectively, minimizing disruptions and ensuring smooth execution. Oversee governance and ensure compliance with ITIL standards throughout the change lifecycle. Conduct regular reviews and audits to identify and mitigate risks associated with change initiatives.

Performance Management

Monitor and evaluate the performance of all service management processes. Ensure performance metrics align with client expectations and SLAs. Identify and implement opportunities for performance improvement and optimization. Collaborate with stakeholders to ensure transparency in service performance.

Governance & Best Practice

Lead and advocate for the organization-wide adoption of ITIL 4.0 best practices, fostering alignment between IT and broader business functions. Establish, review, and enforce service management policies, procedures, and key performance indicators (KPIs) to ensure they are effective, relevant, and uniformly applied across the organization. Ensure all IT service management processes and practices comply rigorously with organizational policies and external regulatory requirements. Develop, maintain, and deliver comprehensive documentation and training programs to support compliance efforts, and conduct regular audits and reviews to uphold governance standards and drive continuous improvement.

Continuous Improvement

Lead initiatives to improve service quality, customer satisfaction, and operational efficiency. Identify gaps in service delivery and lead programs to address them.

Stakeholder Engagement

Cultivate and maintain strong relationships with internal stakeholders, business units, and external partners to ensure effective collaboration and alignment of objectives. Serve as the primary liaison between service management and other business functions, facilitating seamless communication and coordination across teams. Provide senior management and leadership with regular, insightful reports and updates on service performance and strategic initiatives to support informed decision-making. Manage and resolve escalations promptly and professionally, ensuring issues are addressed to maintain service quality and stakeholder satisfaction.

Qualifications & Experience

Minimum 5 years' experience in an IT Service Management role, with at least 2 years in a leadership capacity. ITIL 4.0 Foundation (or higher) certification is required. Proven experience in major incident calls and leading problem and change management initiatives. Strong understanding of IT operations, service delivery, and enterprise IT environments. Demonstrated ability to drive change, improve processes, and implement best practices. Excellent communication, leadership, and stakeholder management skills.

Desirable Skills

Experience in regulated or complex environments (e.g., finance, healthcare, government). Familiarity with service management tools (e.g., ServiceNow, BMC Remedy, JIRA). Knowledge of Agile or DevOps environments and their integration with ITSM. Proven experience in a senior service management role, ideally with ITIL framework expertise. Strong leadership skills with experience managing diverse teams. Excellent analytical and problem-solving capabilities. Ability to manage multiple priorities and deliver high-quality results under pressure. Strong communication and stakeholder management skills. Demonstrated ability to drive process improvements and optimize service delivery.

Why Join Us?

Opportunity to shape and influence service management strategy. Collaborative environment with a focus on innovation and improvement. Make a tangible impact on IT service quality and customer satisfaction.
Job Types: Full-time, Permanent

Pay: 65,000.00-75,000.00 per year

Work Location: In person