Global Head of Service Management

Salary: Up to £110,000 + Car Allowance + 30% Bonus + competitive Benefits

Reports To: Global Director of Infrastructure & Service Operations

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 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.

Key Responsibilities

• Lead and develop a global Service Management team of Incident & Problem, Change and Service Transition Managers.
• Deliver a 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.
• Build strong relationships with peers (Service Delivery, Infrastructure, Cyber) and treat the offshore partner as an integrated strategic partner, including twice-yearly site visits.
• Support the implementation of new Asset Management and Identity & Access Management tools, ensuring process alignment and adoption.
• Engage and influence regional teams – to foster collaboration, manage resistance, and drive cultural change.

About You

• Proven experience leading global IT service management teams in complex organisations (multi-region desirable).
• Strong understanding of ITIL/ITSM frameworks and process improvement.
• Demonstrated success managing outsourced and offshore delivery models
• Skilled in stakeholder management, change leadership, and building trust across diverse teams.
• A collaborative, pragmatic, and culturally aware leader with exceptional communication and influencing skills.

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