Head of IT Service Management Hybrid – 3 Days per Week in Hertfordshire £110,000 – £130,000 + up to 30% bonus + strong benefits We’ve been retained to hire a Head of IT Service Management into a complex, high-volume, customer-facing environment where service stability and resilience are critical to business performance. Based in Hertfordshire (hybrid), you’ll lead end-to-end service management across IT, logistics, fulfilment, and customer operations – owning major incident response, service performance, and continuous improvement at scale.Lead end-to-end IT service management (incident, problem, change, release, configuration) aligned to ITIL 4 Own major incident management (P1/P2), acting as the senior escalation point with clear executive communication Drive root cause analysis and continuous improvement using service metrics (MTTR, trends, backlog) Oversee IT service delivery, 24/7 support operations, and ITSM tooling Manage third-party suppliers, SLAs, and commercial performance Proven experience in a Head of IT Service Management / Service Delivery leadership role Strong ITIL 4 expertise and major incident management experience Data-driven approach with the ability to lead under pressure ServiceNow, Jira Service Management or similar ITSM tools Advanced ITIL or relevant certifications Up to 30% discretionary bonus~ Up to 7% matched pension~ Private medical insurance~ Strong holiday allowance + option to buy more~”Additional perks including discounts and wellbeing support
This is a high-impact leadership role with real ownership of service performance across a critical, customer-facing operation. If you’ve held any of these roles or used these technologies/skills, this role could be a great fit: Head of Service Management, Head of IT Service Delivery, IT Operations Director, Service Delivery Director, ITSM Lead, Major Incident Manager, ServiceNow, Jira Service Management, AIOps, ITIL 4. Deerfoot Recruitment Solutions Ltd is a leading independent tech recruitment consultancy in the UK. For every CV sent to clients, we donate £1 to The Born Free Foundation. If this role isn’t right for you, explore our referral reward program with payouts at interview and placement milestones. Visit our website for details….