Head of IT Service Management

Telefonica Tech

1d

About The Position

Reporting directly to the Director of Managed Services, The Head of Service Management is responsible for the leadership, governance, performance and continual improvement of all IT Service Management (ITSM) functions within the Shared Managed Services business. The role provides strategic and operational leadership across the Service Desk, Major Incident Management, Problem Management, Change Management, Service Governance and Service Reporting functions. Working closely with customers, operational teams and senior stakeholders, the role ensures service excellence, operational efficiency, strong governance and continual enhancement of customer outcomes.

Requirements

• Significant leadership experience gained within an IT Managed Services environment.
• Proven track record leading Service Desk, Incident, Major Incident, Problem and Change Management functions.
• Experience managing multi-customer managed service contracts and delivering against agreed SLAs and KPIs.
• Experience driving ITSM governance, service improvement and operational excellence.
• Strong hands-on experience with enterprise ITSM platforms, including ServiceNow.
• Expert knowledge of ITIL-based Service Management practices, governance frameworks and continual service improvement methodologies, with proven experience applying these within a complex Managed Services environment.
• Excellent stakeholder management, communication and leadership skills, with the ability to influence senior stakeholders and lead high-performing operational teams.
• Strong analytical and decision-making capability with sound commercial awareness.
• ITIL 4 (or above) Managing Professional (MP), ITIL Expert or equivalent advanced Service Management qualification. Equivalent demonstrable experience operating at a senior Service Management leadership level may be considered where supported by significant practical achievement.
• Proven experience applying ITIL practices across Service Desk, Incident, Major Incident, Problem, Change and Continual Service Improvement disciplines.

Nice To Haves

• Experience leading automation, transformation or service modernisation programmes.
• Experience delivering executive governance reporting to customers and senior leadership.
• Experience operating within large-scale outsourced or enterprise Managed Services environments.
• ITIL 4 (or above) Strategic Leader (SL) certification.
• Leadership or management qualification such as ILM, CMI or equivalent.
• Lean, Six Sigma or Service Improvement certification.

Responsibilities

• Lead and develop the Service Desk and Service Management teams, creating a high-performing and customer-focused culture.
• Own ITSM governance across the Shared Managed Service business, ensuring alignment with ITIL best practices and organisational standards.
• Oversee Incident, Major Incident, Problem and Change Management functions, ensuring effective control and continuous service performance.
• Drive SLA achievement, customer satisfaction, service availability and operational excellence across all managed service contracts.
• Act as the senior escalation point for critical incidents and significant service issues.
• Lead automation, efficiency and continual service improvement initiatives that enhance service maturity and reduce operational risk.
• Build and maintain trusted relationships with customers, suppliers and senior stakeholders, balancing customer, operational and commercial priorities.

Benefits

• We believe inclusion is the bridge that empowers everyone to be their authentic selves.
• We celebrate and respect our differences because diversity drives innovation and makes us stronger.
• Be yourself with us, and feel that you belong.
• We welcome applicants from all backgrounds and identities regardless of age, disability, gender reassignment, marital or civil partnership status, pregnancy or maternity, race, religion or belief, sex, and sexual orientation.
• We are also committed to equity, accessible hiring practices, and creating an inclusive culture through many means including TogetHer (Women's network) and our Employee Resource Groups which include Diversity and Inclusion, Telefónica Tech Pride, Neurodiversity, ELEVATE (African and Caribbean heritage network), and Sustainability.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed