Log In
Sign Up
Head of IT Service Management Hybrid – 3 Days per Week in Hertfordshire £110,000 – £130,000 + up to 30% bonus + strong benefitsWe’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.Key responsibilities Lead end-to-end IT service management (incident, problem, change, release, configuration) aligned to ITIL 4Own major incident management (P1/P2), acting as the senior escalation point with clear executive communicationDrive root cause analysis and continuous improvement using service metrics (MTTR, trends, backlog)Oversee IT service delivery, 24/7 support operations, and ITSM toolingCoordinate cyber incident response with internal security teams and external partnersManage third-party suppliers, SLAs, and commercial performanceDefine and deliver strategy across automation, observability, and AIOpsLead and develop a high-performing team while influencing senior stakeholders Key requirements Proven experience in a Head of IT Service Management / Service Delivery leadership roleStrong ITIL 4 expertise and major incident management experienceBackground in complex, fast-paced environments (ecommerce, retail, logistics or similar)Experience managing suppliers, budgets, and cost optimisationStrong stakeholder engagement skills, including C-suite interactionData-driven approach with the ability to lead under pressure Desirable Cyber incident response experienceServiceNow, Jira Service Management or similar ITSM toolsExposure to AIOps, observability, automationAdvanced ITIL or relevant certifications Package and benefits Base salary £110,000 – £130,000 (DOE)Up to 30% discretionary bonusUp to 7% matched pensionPrivate medical insuranceStrong holiday allowance + option to buy more”Work from anywhere” flexibilityAdditional perks including discounts and wellbeing supportThis is a high-impact leadership role with real ownership of service performance across a critical, customer-facing operation.Apply now for a confidential discussion.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. We are a Climate Action Workforce in partnership with Ecologi. 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. Deerfoot Recruitment Solutions Ltd is acting as an Employment Agency in relation to this vacancy.
