Head of IT Service Manager

Head of IT Service Manager Job Description Template

Our company is looking for a Head of IT Service Manager to join our team.


  • Strong operations background (ideally held multiple roles);
  • Strong knowledge of technology infrastructure and services;
  • Solid experience in a Senior IT Service Management role or Senior IT Service Delivery Management role;
  • Knowledge of leading Cloud services (SaaS, IaaS and PaaS);
  • Track record of delivering major change programmes (technology, people and process);
  • Lead and direct teams to make sure that service level agreements (SLAs) in place with both external and internal teams;
  • Strong team management experience;
  • Strong knowledge of ITIL framework and core processes;
  • Excellent appreciation of customer service and strategies;
  • Excellent stakeholder management and strong influencing skills.


  • Responsible for customer service quality, principally delivered through the IT Service Desks in each region;
  • Responsible for delivering reliable and secure Group wide core IT services (including service desk, security, infrastructure and DevOps);
  • Stakeholder management;
  • Responsible for effective management of the service delivery function;
  • Pragmatic approach to business standards;
  • Improving customer service satisfaction through a continuous service improvement process;
  • Experience of Service Now and JIRA (desired);
  • SaaS Product Capacity Planning.