Head of Technology Service Excellence
Core
Lead global Technology Service Operations, driving operational resilience, service performance, and commercial effectiveness for a complex technology estate.
Role type
Senior IC Head of Technology Service Excellence
Builds
Global service agenda, operational stability, and commercial value across the technology estate
Domain
IT Service Management / Technology Operations
Required skills
IT Service Management (ITIL), Major Incident Management, Problem Management, Change Management, Budget Management, Stakeholder Management, Strategic Planning, Supplier Management, Data Analysis, Executive Reporting
Preferred skills
Observability, CMDB improvement, Shift Left, Automation, ServiceNow, Power BI, Excel
Technologies
ServiceNow, Power BI, Excel
Responsibilities
Provide senior oversight of service performance, resilience, risk, and customer impact; Lead cross-functional operational priorities and hold teams accountable; Take executive leadership during major incidents; Contribute to Problem Management and root cause analysis; Own monthly CTO Service Review and executive reporting; Drive service management maturity through automation and data-driven decision-making; Support strategic transformation initiatives; Foster a high-performing service-led culture; Share responsibility for budget management and cost optimisation; Partner with executive stakeholders on service performance and investment priorities; Maintain oversight of governance, operational risk, and audit commitments.
Seniority
Senior, hands-on IC